Central Bedfordshire Council www.centralbedfordshire.gov.uk
Performance Monitoring & Review
Improving Customer Engagement
Michael Simms, Programme Manager,
Planning Delivery Team

Central Bedfordshire Council www.centralbedfordshire.gov.uk
Introduction
CBC Planning Delivery team responsibilities
• Applications, Appeals & Enforcement + Highways Development Control
• Advice & info primarily through Pre-apps & PPAs
Vision: to provide an efficient, flexible and customer focused planning service that works
collaboratively to deliver sustainable growth.
My main duties include:
*Customer & key stakeholder relationship
*Programme/ Project Management
*Manage & maintain capital/ revenue budgets

Central Bedfordshire Council www.centralbedfordshire.gov.uk
Service improvements
Before
• Corporate only reporting
• Perceptions (opinion led)
After
• Provide challenge to the team to;
- Monitor/ Review/ Improve (make it clear & relevant)
• Evidence based approach to, service led improvements

Central Bedfordshire Council www.centralbedfordshire.gov.uk
Process reviews & Strategic development
Work programmes – practices, tools & techniques
Web reviews & updates – duty service & customer contact
Process reviews;
- Planning Apps & Planning Enforcement
process mapping
Strategic development;
- Service Plan & Improving Customer Engagement

Central Bedfordshire Council www.centralbedfordshire.gov.uk
Performance monitoring
Weekly;
- Planning applications decided by type
- Determined applications by officer
Monthly;
- Conditions charts
Quarterly;
- Benchmarking
Ad-hoc;
- Planning Enforcements plan & Service level agreements

Central Bedfordshire Council www.centralbedfordshire.gov.uk
Finance reviews & monitoring
Pre-apps charges & PPAs;
- Planning applications decided by type
- Determined applications by officer
New fees & charges;
- Conditions charts
Revenue & PPA income & expenditure;
- Benchmarking
Inquiries & Hearings;
- Planning Enforcements plan & Service level agreements

Any Questions