Headline performance report - 12 months to October 2008

Report: 6
Date: 8 January 2009
By: Director of Resources on behalf of the Commissioner

Summary

This report provides an overview of MPS performance for the rolling year to October 2008 with respect to the critical high level indicators and further information on performance with respect to other policing plan indicators and targets.

A. Recommendation

That members note the update on performance against the Policing Plan

B. Supporting information

Introduction

1. This report contains:

• A summary of performance against the 'Critical Performance Areas' (CPAs) - the top level measures in the Policing Plan (Appendix 1)
• A report on all of the measures in the Plan and the Statutory Performance Indicators (SPIs) set by the Home Office (Appendix 2).

Background to performance information

2. The information compares performance over the rolling 12 months against targets. The rolling 12-month figures smooth distortions attributable to seasonal factors. Due to difficulties obtaining data relating to new indicators, results for some indicators have not yet become available. Performance against target is shown by traffic light.

3. The latest Home Office’s iQuanta rankings (1 = best, 4 = worst) are included where relevant. The MPS is compared against its Most Similar Forces (MSF) - Greater Manchester, West Midlands and West Yorkshire. (Merseyside was in the MSF pre 2008/09).

4. BCS refers to the annual British Crime Survey – a rolling survey of 50,000 UK residents per annum [3,000 across London]. The survey addresses a number of crime related topics, such as confidence in local policing and the prevalence of anti-social behaviour, etc.
Performance: 12 months to October 2008

5. For the sixth consecutive year, crime is falling in London, and detection rates are rising. Overall, crime [Total Notifiable Offences] for the last 12 months is at a ten year low.

6. Appendix 1 provides performance information on the Critical Performance Area (CPA) targets included in the 2008/09 Policing Plan.

7. The MPS is broadly on target for all except three of the CPAs, (overall user satisfaction, satisfaction gap between white and minority ethnic victims, and confidence in local policing). Performance is notably above target in relation to reducing serious acquisitive crime and gun crime.

User satisfaction

8. Latest results for the User Satisfaction Survey show that overall satisfaction has remained broadly steady over the last two years at 76.8% for the rolling year to September, marginally down from 77.0% [rolling year to June 2007] and below the year-end target of 78.9%. Meeting the target represents a significant challenge.

9. The User Satisfaction Survey addresses four main incident types – Burglary, Violent Crime, Vehicle Crime and Road Traffic Collisions.

• At the national level, Burglary victims express the highest level of satisfaction (probably because most burglary incidents receive a visit). Burglary is the MPS’ strongest incident type; however our performance trails the other forces in our MSF.
• At the national level, Road Traffic Collision victims express the second highest level of satisfaction. However, Road Traffic Collisions are the MPS’ weakest incident type compared to the other forces in our MSF.

10. The satisfaction gap between white and minority ethnic victims at 5.2 percentage points is close to the national average and the focus of ongoing research by the Home Office, NPIA and MPS to gain a greater understanding of the key drivers of satisfaction amongst different user groups. Analysis of the MPS results for the last financial year showed that the satisfaction gap differs between incident types. BME victims of Burglary, in particular, expressed significantly lower levels of overall satisfaction – 12% points lower than White victims.

11. A significant amount of work is underway to improve user satisfaction. Key activity includes:

• In the TP performance framework the satisfaction measures relating to initial action and follow-up are key areas for delivery for Boroughs. In addition for 08/09 performance against follow up is one of the four objectives for pay purposes for Borough Commanders. User satisfaction continues to be a measurement in the 2009/10 CPA’s.

12. The MPS Policing Pledge, ‘Our promise to citizens’, sets out the level of service that can be expected by Londoners. A public media launch will follow the internal MPS launch in January. Members received an update on the Pledge at the Strategic and Operational Policing Board on 4 December.

• The Pledge has a number of performance targets we will aim to meet including: call answering times (emergency 999 and non-emergency 0300 123 1212); response times (urgent, less urgent and, by appointment, within 48 hours); responding to calls to Safer Neighbourhood Teams within 24 hours; contacting those involved in road traffic collisions within 10 working days; and responding to service complaints within 24 hours.
• A Customer Service team is in place to respond to anyone who feels that a promise has not been met. This team will ensure that people are given a full explanation and apology if appropriate. They will also ensure that issues leading to the promise “failure” are recognised and dealt with – either at a local or corporate level, and lessons learnt can be shared across the organisation.
• The new non-emergency MPS Contact Number 0300 123 1212 is now operational.

13. Operation Spotlight aims to improve Burglary performance, reduce residential burglaries, increase Sanction Detections and improve Victim Satisfaction [running from 17 November until 11 January]. We are conducting internal and external research to evaluate the satisfaction of burglary victims over Christmas, and learn lessons to carry forward.

14. We’ve improved Collision Accident Reporting timeliness and are introducing some innovative changes to existing processes in the New Year:

• A self reporting process at Front Counters
• An interim CAD (Computer Aided Despatch) completion process
• Real time electronic transfer of reports

15. Keeping Victims informed through:

• Dedicated Victim Focus PCSOs continue to improve compliance with the requirements of the Victim Code of Practice, which has led to improvements in the ‘Keeping You Informed’ satisfaction measure from the MPS. From April 08 keeping victims updated within 28 days increased from 64% to 77% and keeping victims informed on the arrest of a suspect within 5 days has increased from 75% to 87%.
• Work is also ongoing to look at the most appropriate way to undertake victim visits.

16. Front counter services:

• Introducing front counter training to PC recruits and providing training to volunteers commensurate to the role.
• Introducing triage systems at those front counters with the highest levels of public contact to manage peaks of demand.
• MPS Internet site development to create a virtual counter, collating all existing Internet front counter services into one place to improve access and increase electronic submission of applications.
• Development of Information Kiosks: to provide self-help information and reporting facility within buildings to alleviate queues and outside buildings to access services when closed.

17. The ‘Key Encounters’ training package is currently being considered for roll out to front line officers across the MPS. The training addresses police encounters with the public and is designed to improve the trust and confidence of the wider community.

18. Leadership Academy:

Work continues with the Team Leader and Command Leader components of the Commissioner’s Leadership Programme. Leadership Academy Local provides an outreach team to visit local service delivery units to aid quality of service and provide Citizen Focused good practice.

Confidence in policing

19. The latest British Crime Survey results show that confidence in local policing now stands at 53.7% [year to June 2008] below the year-end target of 56.2%. This is a drop on the result for 2007/8 [55.2%] but was not entirely unexpected - an unusually high result for Quarter 1 2007/8 has fallen out of the rolling year calculation. The MPS remains above average in its Home Office Most Similar Family (MSF) group for this indicator but has dropped to second place behind West Yorkshire.

20. Key activity to improve confidence in policing includes:

• Research into the drivers of confidence by the MPS, Home Office and NPIA. Briefings are underway internally and an update will be provided to the Strategic and Operational Policing Committee on 5 February 2009.
• Crime Control Strategy Meetings with Borough link commands have been scheduled for February and March to consider confidence in policing.
• Development of a communications strategy by the Directorate of Public Affairs for the provision of appropriate local information, a key driver of confidence.

21. Appendix 2 provides performance information on other measures featured in the 2008/09 Policing Plan.

C. Race and equality impact

Implications of performance against individual targets are considered in in-depth performance reports throughout the year. This report notes exceptions in strategic disproportionality indicators where applicable.

D. Financial implications

The content of this report raises no additional financial implications beyond forecasts and estimates previously presented to the authority.

E. Background papers

None

F. Contact details

Report author: David Dibble and Lesley Nichols, Strategy and Improvement Department, MPS

For information contact:

MPA general: 020 7202 0202
Media enquiries: 020 7202 0217/18

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