North Kesteven Report on LC December 2004

From Report Presented to North Kesteven District Council - Local Community Overview & Scrutiny Panel  (Reproduced in full but certain areas are highlighted)

2.12.04 Available as pdf  along with LC's own Report via http://meetings.n-kesteven.gov.uk/ieListDocuments.asp?CommitteeId=289&CF=&MeetingId=2350&DF=&Ver=4

LEISURE PARTNERING HALF YEAR REPORT -  Client Officer's Report 

1.0 Performance against Service Statements 

1.1 The service statements include a number of output measures, which the leisure partner must achieve. These output measures have been agreed by the Client and Leisure Connection and are evaluated on a quarterly, six monthly and annual basis, following survey work and collection of data carried out by Leisure Connection. 

1.2 The half yearly position for each of the service areas operated by Leisure Connection is provided as Appendix A to this report. The format adopted for the leisure partnering half yearly report is similar to the one that has evolved to report the process of performance reporting for the Council. This includes two levels of performance improvement action plans which have been identified in consultation with Leisure Connection and where required explained in the body of this report. 

1.3 The performance action plans are:- (stars relate to further documents available at site listed)

A Bold Star Symbol - This symbol is used to highlight where current levels of performance would indicate that corrective action is required for the end of the year target to be achieved. In such instances an action plan is required to identify the causes of the existing performance and the actions being undertaken to address these issues.

A Transparent Star Symbol - This symbol is used to indicate where a current work programme is in place to deliver the target performance. No formal corrective action is required, the reported performance at the half year reflects the fact that either work is phased towards the second half of the year or alternatively performance is only marginally behind the plan and will be achieved in the remaining six months.

1.4 The output measures for the key performance characteristics are provided in Appendix A to this report. The following represent an area of underachievement.

Natural World Centre – Whisby

K6A The survey of visitors at the centre resulted in a poor sample response to the number of visitors who rate the web site as relevant or informative due to many visitors not using the web site. Leisure Connection are developing a web survey available on line in order to improve this. There is considerable work required to update the web site information, which was established as part of the Objective 2 funding bid.

 North Kesteven Centre

There are two areas of underachievement in Exercise referral and advice to clubs. The lack of information in these areas is considered as an omission as historically there has been and continues to be an high level of activity in these areas. The new business manager will look as these areas as a matter of priority.

 1.5 The following items are included for information

 Countryside Service

A requirement of the Countryside Ranger is to work with landowners, local interest groups and the County Council to resolve barriers to the full use of the Stepping out Network and other initiatives, and to seek to ensure that all legal and permissive access agreements are maintained. 50% of disputes are to be resolved within three months. There is only one outstanding issue regarding a permissive agreement on the Blankney Barff Walk, which is currently with the County Council.

 Hub

K5C A minimum of 30 days of exhibition days to be devoted to exhibitions showing the link between current contemporary crafts and the traditional building craft processes using reference points within Navigation House and the wider Sleaford Townscape. The Head of Exhibitions is currently researching and investigating exhibitions for the roof gallery to meet this requirement and is planning to link into the opening of Navigation House.

2.0 Customer Forums

2.1 The contract requires Leisure Connection to hold at least one user panel or clinic for each service area each year. 

2.2 Leisure Connection exceeds the contract requirement by holding four customer forums per year at the sports and leisure sites and at least one at Whisby and the Hub.

2.3 The Arts team utilized the NKDC policy team to undertake an Arts focus group, which was led by Emma Mablethorpe without team members present. This was a successful forum, which identified a need for better publicity for arts events particularly at the Terry O’Toole Centre. Participants were complimentary on the arts events they had attended but felt the Theatre required better marketing. 

2.3 The forums are held as a “drop in” clinic where customers are invited to discuss their views with the management team over a coffee. Comments from the Sleaford Leisure Centre and Northgate Sports Hall were mainly concerning the new Harpers Gym, which was delayed, and praise for staff particularly regarding the swim school.

 CLIENT OFFICER COMMENT

·The introduction of quarterly forums for Sport and Leisure exceeds the contract requirement.

·  Attendance at the Northgate Forums has been poor and Leisure Connection is considering a different approach to engage as many users as possible.

·        The approach taken by the Arts team proved to be very successful.

 2.0  Community Forums held at the North and South of the District once a year and will this year take place during the Christmas markets at Sleaford and North Hykeham.

 3.0 Complaint Analysis

3.1 Leisure Connection provide a monthly return of customer comments and complaints which identifies any specific comments and the action that is taken in response to complaints.

CLIENT OFFICER COMMENT

·        During the period it was noted that there has been a large number

During the six month period the client office has received 21 formal written / E mailed complaints as opposed to 28 for the same time last year. These cover a range of issues.

Late opening of facilities

Cancellation of courses

Housekeeping issues

Poor quality of service NK Theatre Performances

Issues around NK Bar furniture and bar staff

NK Sports Hall Floor

Stepping Out walks

 There were three areas, which received several complaints:-

1. NK Sports Hall Floor

The Sports Hall floor was out of action for six months due to the flooding incident beyond Leisure Connection’s control, which inconvenienced the School, club bookings and regular users. 

2. Late Opening – Early Bird Swim – Sleaford Leisure Centre There have been a number of incidents in which the center has not been able to open on time for the early morning swimming session resulting in complaints. In response to the formal action taken below, the Business Manager has introduced a system to call in additional team members and has increased the staffing of the session.

3. There has been a number of complaints received regarding service issues such as cleanliness and staffing. The cleanliness of the upper bar area at the North Kesteven Centre prior to Theatre performances and service during intervals has been identified in particular. These have been discussed with Leisure Connection and addressed by increasing staffing and using the new foyer bar, which has improved the situation. 

4.0 Contract Non Compliance and Default Notices 

4.1 Where Leisure Connection are in default of a service statement requirement there are two courses of action, which are specified in the contract. Action Plan Process and Direct Rectification.

·        Action Plan Process

Where an action plan process is evoked Leisure Connection will submit an action plan to the Council within 14 days of the event taking place. The Council will respond within 7 days and either reject or accept the action plan submitted by Leisure Connection.

·        Direct Rectification

For elements of the service statement that identifies a direct rectification as the required action, Leisure Connection must remedy the situation within 5 days.

·        Default Notice

There are a number of criteria for which a default notice can be served, which represents a fundamental breach of contract. If nine defaults are served in a six-month period, the council can seek to terminate the contract.

 CLIENT OFFICER COMMENT

·        Action Plan Event

In the six months period from April 1st – 31st October there has been 18 action plan notices issued. The majority of action plans were issued following random inspections by the Client team for failure to provide adequate marketing literature, failure to operate the service in accordance with the Leisure Connection Quality Management System, not adequately acknowledging third party funders on marketing literature and failure to provide adequate contract survey and profiling information.

 ·        Direct Rectification

There have been 8 Direct Rectification notices served, which Leisure Connection have responded to within the specified time except one which resulted a default.

1. Late Opening – Early Bird Swim – Sleaford Leisure Centre

Direct Rectification 4. 4th May 2004. Non-compliance with advertised/core hours.

2. Early Closure – Northgate Sports Hall

Direct Rectification 5. 4th May 2004. Non-compliance with advertised/core hours.

3. Sports Outreach

Direct Rectification 6. 7th May 2004. Failure to provide contracted input of hours.

4. Arts Team.

Direct Rectification 7. 10th May 2004. Failure to provide contracted input of hours Arts administrative post.

5. North Kesteven Centre – Random Inspection Shared Office Space

Direct Rectification 8. 11th May 2004. Failed to maintain shared office space in accordance with service statement requirements.

6. Contract Survey Requirements

Direct Rectification 9. 12th May 2004. Failure to provide adequate survey information and analysis of visitor responses.

7. Late Opening –Early Bird Swim – North Kesteven Centre

Direct Rectification 10. 27th June 2004. Non-compliance with advertised / core hours.

8. Late Opening – Early Bird Swim – Sleaford Leisure Centre

Direct Rectification 11. 30th June 2004. Non-compliance with advertised / core hours.

There have been a number of occurrences of late opening at Sleaford Leisure Centre resulting in a series of complaints. Although some have been unavoidable others have been because of a failure of team members to arrive on time. Leisure Connection has responded by increasing staffing level for the early morning sessions and adopting a call out protocol should a team member be unable to attend. 

·        Defaults

There have been three Defaults issued during the first six months of this year.

Default No 1 -  26th August 2004 Failure to provide an action plan for Action Plan 13 Provision of Contract Recharge Information Energy Use – Theatre New Build

Default No 2 -  26th August 2004 Failure to provide an action plan for Action Plan 14 Provision of Contract Recharge Information for Carres Grammar School, LWT and County Council.

Default No3 -  3rd`September. Failure to rectify a direct rectification, in relation to survey information in accordance with the agreed action plan. 

5.0 Contract Variation Requests 

5.1 There have been two contract variation requests one by Leisure Connection and one by the Council.

·        Leisure Connection – Hub. Contractor Request.

Following the six monthly inspection from the independent retail assessor, Leisure Connection responded to her recommendation regarding makers information in the retail area. It was requested that the makers name should always be displayed on the work but that support information should be held at reception. - Request Approved 18th May 2004

·        Increase Arts Team Core Hours. Client Request.

The funding for the Dance Education post ended in September. It was discussed that Leisure Connection should take over the post from the District Council. The funding for the post to be taken from the income generated by the post with the shortfall coming from the leisure partnering development fund. Following consultation between the Client Officer and Contract Manager this was agreed. - Request Accepted 26th August 2004

 5.2 There are a number of service statement alterations that have been identified as requiring amendments and these are included in the Annual Joint Scene Setting report. 

6.0 Random Inspections 

6.1 During the period there have been seven random inspection visits across the five sites. The inspections involve a tour of the facility with the Business Manger or Duty Manager and an inspection of certain items as identified on the service statements. The findings are summarised:-

·        Maintenance - Corrective Action Records are used as part of Leisure Connections Quality Management System (LCQMS) and identify the maintenance of defective items on site, with the time taken to rectify them. It is a requirement to rectify 70% faults within 3 days and this is audited during an inspection. In all cases the requirement is being achieved and exceeded and the performance over the half-year is identified for the sites in Appendix A.

·        The display of publicity literature across the sites has been poor. The requirement to carry information for all sites and services including the retained services has not been achieved and an action plan has been required on several occasions.

 ·        The LCQMS provides clear guidance for staff training requirements in respect of lifeguard training. This is being maintained with all lifeguards trained to National Standards.

·        There have been some training issues due to turnover of team 

·        The implementation of Leisure Connection’s Quality Management Systems was seen as a particular benefit to the service delivery across the contract. It was recognized that it would take some time to implement this, but it is evident from the random inspection s that the benefits of the system are now being realized.

Areas of Concern

·        Marketing issues are still a concern for both the Council and

Leisure Connection:-.

o The Marketing Strategy, which is a contract requirement for Leisure Connection to produce has been progressed but is still a draft form and requires some work to enableit to be signed off.

o There are still concerns over the marketing activity, in particular promotional activity for the Hub and Whisby, which has been identified by Leisure Connection and is being addressed.

o The quality of literature produced for the contract is high; however there have been occasions when the literature has arrived too late to be effective. This is also the case with the sites general information booklets, some of which have still not arrived. Team members have, on occasion had to use photocopied information.

o Leisure Connection has reviewed the position of Marketing and Sales Manager and recognizing the importance of this position to the contract have upgraded the position. A new Marketing and Sales Manager starts in December.

o Media relations continue to be an area of concern, and the quality of the press releases is been raised as an issue by local media, particularly in Sleaford. This has not been helped with the vacancy of the Marketing and Sales

Managers position. It is hoped this will improve now the post has been filled.

o We are disappointed at the apparent lack of evidence of the promotion and proactive use of the Leisure Card for social inclusion.

o Although the Council recognise the level of work that is required to establish marketing activity for the contract, it is hoped that Leisure Connection will significantly raise the profile of the services they deliver, and of the retained services which have been identified as a priority area.

·        The provision of survey information to provide the appropriate profile information is an important and fundamental part of the contract requirement. The collection of user satisfaction surveys, profile and visitor information is poor across the contract. Of particular concern is the Hub Whisby and the Terry O’ Toole Theatre.

 ·        The delays of introducing new IT equipment has been frustrating and has caused some inconvenience to customers. The Databox Theatre booking system is already functioning at NK Centre and the Torex front of house system already installed at Sleaford is to be installed at NK Centre in December.

There are a number of site and service web sites, which are the responsibility of Leisure Connection and need to be reviewed and updated during the next six months. Work is progressing. 

7.0 Areas of Achievement

·        The introduction of Leisure Connection’s branded services has been a particular benefit to the contract. Camp Energy – Leisure Connections activity programme which has been rolled out across the contract has proved to be very successful again this year and included very popular Sports Outreach courses and Performing Arts Summer School at North Kesteven Centre and for the first time at Northgate Sports Hall. Aqua Action the swim school product has seen an improvement in the quality provided with reduced numbers to teachers and is linked to the ASA national programme. Harpers the fitness will be relaunched at Sleaford in January with the refurbished currently under way. 

There have been significant improvements in a number ofservice areas.:-

o Arts NK – Encouraging developments in large community and environmental arts projects, which have engaged local communities. In Visual Arts the Branston Gateway project, the Nocton trail and the Whisby trail. In performing arts, the summer school events which included a week at Northgate Sports hall, the continued work of Dance NK and the Rural Arts programme were some of the highlights. The market towns week project involving performers and the burning of fire sculptures made by School students and firework display.

o Countryside NK - the work of the Countryside Ranger developing a very successful series of health walks and developing a programme for conservation volunteers for Lollycocks field.

o Hub – The varied exhibition programme has been very well received by visitors and the specialist panel. The international “Jet Set” conference organized by the Head of Exhibitions involved 40 delegates in a two day event, which included an evening dinner at Whisby

o The education programme at the Hub has seen over 4000 participants with 150 projects spanning 200 activity days.

o Natural World Centre – The launch of the Leisure Connection Venue Connect brand has seen the first wedding reception to be held at Whisby as well as a number of other catered events. The joint working with the Wildlife Trust is helping to make further  improvements to the site as a whole.  

·        A good example of joint partnership working was the operation of the pilot mobile skate park project. This involved the Client team, Sports Outreach and Northgate Sports Hall. Leisure Connection was responsible for the equipment set up and supervising the activity. 277 skaters were able to attend 30 operational days at 7 different parish / towns locations. The highlight was a Skate Board competition at Northgate Sports Hall, which attracted 52 participants. 

·        Capital Works. The refurbishment of the Dance Studio and Gymnasium, which is being undertaken by Leisure Connection at Sleaford has started. As part of this project Leisure Connection is project managing the Landlords investment programme for the changing rooms. Once the project is completed the company will formally re-launch its fitness brand “Harpers” which is due to commence in January.

 Mike Lock  Client Officer