Post on 14-Dec-2015
transcript
Project RECiPE: Communication Plan
Parking Management and Associated Services Contract.A better way to do business…
The Challenge:
• encourage best practice within the industry
• improve quality and standard of service of the parking enforcement sector
• improve staff retention, training and personnel support
• encourage like-for-like measurement of services
The Solution
The BPA Model Contract is based on key principles:
• a partnering approach, founded on openness and trust
• a sharing of risk• performance related payments linked to accurate
measurement of performance through Key Performance Indicators
• incentives for service providers to seek out innovative ways of reducing target costs
• employing appropriately qualified CEOs who are motivated, well trained and suitably remunerated
Examples of Quantity Focused Core KPIs (Old Contracts)
• PCNs - numbers
• Clamps - numbers
• Removals - numbers
• Defaults
Examples of Quality Focused Core KPIs(Model Contract)
• effective parking enforcement
• good quality, motivated and informed CEOs
• issue of good quality PCNs
• level of compliance
• car pound operations
• clamping and removal operations
• abandoned vehicles • full and timely reporting
of all defective lines/signs
• police liaison• administrative
procedures
Remuneration
CONTRACT SUM
OVERHEADS PROFIT
Subject to regular audit and
assessment
Subject to monthly measurement of
Quality of Service through KPI s
TARGET COSTS (Direct Costs)
Telecommunications3
Pound-Utilities Only2
Premises/Base1
Cleaning3
Fuels/Oils/Greases2
Stationary and Documentation1
Uniforms and Associated Equipment4
General Office Equipment3
Radio/Telecoms2
IT Hand Held System1
Vehicles – Trucks5
Vehicles – Vans6
Vehicles – Cars7
Clamps9
Vehicles – Two Wheelers8
CCTV Operators13
Suspension Staff
Counter Staff12
11
Onboard Parking Attendants10
Drivers Clamping Van9
Drivers Removal Truck8
Pound Admin/Counter Staff7
Pound Manager6
Admin. Staff inc. Quality and Monitoring5
Parking Attendants – Basic4
Parking Attendants - Senior3
Supervisor2
Contract Manager/Assistant CM1
Labour and Staff
Rates to coverall on-costs including but not limited to benefits, NI, travel costs, etc
Equipment
to include all costs of leasing repair, maintenance, consumables, replacements,etc
Premises
including all associated costs
MaterialsIncluding delivery,distribution and removal as necessary
Annual Target Cost
Annual Rate
QuantityDescriptionTypeItem
ANNUAL TARGET COST
CONTRACT SUMMaximum % Addition for Performance Related Payment %
Cost
Schedule
Key Performance Indicators
• Focus on the key service deliverables, which ensure that a good quality service is delivered.
• Reward good performance.• Provide incentives for achieving and maintaining
performance.• Can be reviewed annually and revised if needed –
making them flexible over the life of the contract.
Sample Key Performance Indicators
• Effective parking enforcement– Coverage of patrol requirements– Minimum number of deployed CEO’s– Rapid response unit
• Good quality, motivated and informed CEO’s– Initial training– Regular assessments of training– Standard of presentation– Complaints– Absenteeism and turnover of staff
Key Performance Indicators
• Issue of good quality PCNs– Cancellations due to CEO error – Void tickets
• Customer services and Penalty Charge Notice processing– IT systems– Customer services– Banking– Penalty Charge Notice processing
Key Performance Indicators
• Removals/Clamping
– Abandoned vehicles
– Nuisance vehicles
– Refunds of removal fees
– Speed of de-clamps
• Other areas
– Cash collection
– Machine maintenance
– Car park management
Performance Related Payment Mechanism
4 Months
+ 1
+ 2
+ 3
+ 4
+ 5
+ 6
- 6
- 5
- 4
- 3
- 2
Maximum PRP
0
- 1Bit
s
5 72 31 86 9 10 11 12 13 1514 16 17 18
Minimum PRP
PRP starts at +2 Bits until performance data is available.
This line shows what happens if the Service Provider meets all targets as specified every Month.
To maintain +6 Bits, the Service Provider must continue to meet KPI targets as specified,
Otherwise the PRP goes down one Bit per month(down to Zero, then 2 Bits per month)
4 Months
+ 1
+ 2
+ 3
+ 4
+ 5
+ 6
- 6
- 5
- 4
- 3
- 2
Maximum PRP
0
- 1Bit
s
5 72 31 86 9 10 11 12 13 1514 16 17 18
Minimum PRP
In Month 4 et seq., the performance related payment goes up or down each Month, depending on whether performance targets are met in the previous Month.
This line shows what happens if the Service Provider fails to meet targets.
Bits as necessary deducted from PRP due to Service Provider.
If the payment falls below zero, then Bits are doubled, that is, 2 Bits are added or deducted in any Month.
Other management action instigated.
The KPI target rises over the life of the contract
The Service Provider must do more to maintain the PRP.
Using the Contract
• Annual Licence Fee– £500 for Members
– £950 for Non Members
• Term – duration of contract between
licensee and service provider
Using the Contract:
• Hackney London Borough• RB Kensington and Chelsea• RB Kingston upon Thames• Brighton and Hove City Council• Dept for Roads, Northern Ireland• Epping District Council• Worthing Borough Council• Watford Council (incl. Three Rivers and Dacorum)• Waltham Forest Council• + others
Using the Contract:
Hackney London Borough Council
The emphasis of the new contract, which began in September, is on the quality of tickets issued, said Jessica Crowe, executive
member for environment. Four months on, 'the number of complaints is going down'.
Surveyor Magazine, January 2005
Using the Contract:
“As a result of [the contract] a partnership has evolved where there is an honest and open approach to resolving problems and creating
opportunities. It has also enabled both parties to develop and improve the way the contract is run, to increase efficiency, and provide a better service
to the general public.
“On-going training is actively encouraged and the use of key performance indicators ensures that standards are not only maintained but will improve
over the years.”
Corporation of London, operating a contract similar to the BPA Parking Management and Associated Services Contract
Obligations on Local Authorities
• Provide a clear definition of policies and aims.
• Embrace a partnership approach.
• Share information with the Service Provider.