PCC Governance BoardQuality Performance Framework

Bev Ashton

Context

• Coalition Government removed existing targets and replaced with one focus to reduce crime:“I want police officers chasing criminals, not chasing targets”

(Home Secretary, Theresa May, May 2011)

• Despite this, the pressure remains on the police service nationally to conform to ‘performance’ and to provide increasing amounts of data

• The Force, OPCC and Kent Police Federation had a view that the quality of service was being hindered by performance targets and leading to skewed activity

• Kent Police’s Chief Constable commissions an internal review, followed by PCC Commissioned HMIC review

Performance Review Findings• Integrity message sufficiently conveyed but not as ‘loud’ as the

performance message

• General feeling of being weighed down by targets amplified by posters/information displayed around stations

• Daily performance meetings (strategic and local level) resulting in inappropriate and ineffective short-term activity

• Desire for more honest, open and transparent internal and external communication particularly around capability

• Acknowledgement that there should be a performance culture and some purposeful measurement

Requirement from Chief and PCC to have a whole new performance framework based on quality

New Performance Framework

• 6 High level themes representing performance outcomes arrived at through consultation

• Underpinned by a suite of measures and quality focussed data

• Monthly grading process taking a rounded approach

• Limiting Judgements to ensure focus on doing the right thing

• Underpinned by continuous research and analysis - Weekly Statistical Process Control (SPC) Charts, Daily Management Information, 24/7 statistical availability on data hub

What are the 6 themes?

STANDARDS AND INTEGRITY

To ensure Kent has the highest integrity and delivers a service the public can trust

REDUCING THREAT, RISK & HARM

To recognise and deal with current and emerging threats to the communities of Kent

SUPPORTED WORKFORCE

To enable a happy, healthy and committed workforce with the right skills and tools for the job

VICTIM To provide a quality service where the victim is at

the heart of everything we do

OFFENDERS To prevent and reduce recidivist offending

Grading Matrix 2015

Grading Themes

COMMUNITY To ensure people feel safe in Kent by providing a professional, efficient and visible service across

the county

What sort of data is considered?CommunityLimiting Judgement: KCVS public satisfaction

% who agree Kent Police can be relied upon (KCVS)Themis cases progressSPC direction of ASBResponsiveness/ Invoking of borderless responseRepeat locations/callersOfficer dwell times in custody during peak operational demandProportion of incidents attended vs. demandNumber of visits to locations of interest and partner agenciesPredpol hours/hit rateNational commitments for policingSCD contribution to Serious Sexual Crime and Child Sexual ExploitationCompliance with ROCU minimum standardsWebsite accessibilityNo of IT service failures preventing accessibilityDelivering mobile technologyCompleted FOI requests within 20 working daysTurnaround times for fleet service

VictimLimiting Judgement: Victim Satisfaction

Case file quality/guilty plea rate at first hearingVictim code compliance (including TMC take up and quality updates)SPC direction of VBCSPC direction of thematic crime (Rural / business / hate)Targeted victims (repeat victims of crime)Repeat victims of High Risk DA/MARAC referrals/reduced rate of repeat offencesNumber of occasions FTTCG taskings supportedMaximise forensic attendance at recorded dwelling burglariesMaximise forensic attendance at recorded Serious Acquisitive Crime (SAC) SPCs for CASPrioritising IT projects to support victims of crime (TMC)Ensure data provision to front line officers to enable prioritisation of call demand Delivering effective victim focused training (identified from feedback)Maintaining statistically reliable USS samples to inform local priorities

OffendersLimiting Judgement: Reducing Offending

Repeat offendersReduction of offending for IOM cohortAppropriate use of CRCrime outcomes proportionsANPR Top 100 nominations / activityIM3 ComplianceNumber of arrests through ANPR infrastructure.% of operational objectives met on SCD operations.Cessation of Level 2 commissioned crime series due to offender disruptionCommissioned SCD ops and OCGs resulting in successful conviction at court (for core offence)Proportion of outcomes for CASProvide meaningful information to offender managers through IOM analysisIdentification of crime series and trendsProvision of analytical staff to support partners in KDAAT, IOM and Problem FamiliesProvide effective detective and investigative training

Reducing Threat, Risk & HarmLimiting Judgement: Outstanding offenders

Missing persons (High Risk)DA risk held on DivisionEmerging Communities (Identify/understand/ action /impact)Number of Level 1 operations submitted to SCD vs. supportedStop and search dataFirearms incidents attended/firearms seizedIdentified OCGs operating through portsKSIsSupported/POLIT warrants undertakenEmerging Communities (Identify/understand/ action /impact)Impact of OCG disruptions (major, moderate, minor or no impact)Number of OCG's currently mapped in Kent including their tier.Number of serious crime prevention orders applied for and obtainedPOCA seizuresOCCC Priority Op'sEfficient delivery of analytical products to inform management of High risk offendersEffectively maintaining the risk register and monitoring the quality of the plans in placeIdentification of emerging threats to inform plans and activities

Supported WorkforceLimiting judgement: Staff satisfaction survey

% of strength to establishment (sickness/ vacancies/ maternity leave/restricted duties)Reward and recognitionFleet availabilityEssential training compliancePDR quality

Standards and integrityLimiting judgement: Crime accuracy

Use of extended bailComplaints/ dissatisfactionInitial crime qualityCase file timelinessQuality Assure Schedule 7'sFair recruitment processesJob evaluation HAY process supportTimeliness of vettingEnsure high level of information security

How does the process work?

• Identified Management information is collected and presented to the Grading meeting, attended by Operational and Analytical staff

• Utilising the management information, inspection/audit findings and progress updates a grading is given to each of the 6 outcomes.

• Areas of positive and negative performance are identified from the grading

• These are discussed in a Performance Committee with chief officers and senior managers from each of the force departments. The meeting starts with a context of demand and resourcing for current month and challenges for the month ahead.

• The discussion topics will identify potential blockages and barriers to improvements and identify how these can be overcome.

• Quick time audits and inspections are commissioned into identified themes

How does the process work?

Grading meeting

Success and improvement

themes identified

Performance Committee

Questions (used at national CPMG)• Do we know we have a problem?• Is what we are doing to combat

the problem making a difference?

• Is the problem on-going or short-lived?

HODS accountability – reassurance and

seeking assistance

Judgement Grading:• 1 – 4 • 1 = Significant issues• 4 = Best Practice

• Limiting judgement Grade 1 or 2 only

Audit, inspection and review

Activity

Current performance

January 2015

Overall Context

June 2014 January 2015 No. changeVictim Based Crime: +11.3% 25 forces 5 +5.5% 26 forces 5 -5140

Burglary dwelling: -8.3% 12 forces 5 -13.7% 13 forces 5 -338

VAP: +40.9% 38 forces 5 +20.6% 43 forces 5 -3119

Sexual offences: +54.1% 43 forces 5 +21.1% 43 forces 5 -413

Vehicle crime: -3.4% 6 forces 5 -4.0% 5 forces 5 -50

In February 2014 the force set out its forecast for the year looking at the impact of the more accurate crime recording. It was forecast that VBC would peak at 12% in June and then see

between 0.5 and 1 percentage point reductions on a monthly basis. To date, the performance has been within these predictions.

MonthRolling yr Change

Direction of travel

J an-14 8.2%Feb-14 8.2%Mar-14 10.4%Apr-14 10.6%May-14 10.7%Jun-14 11.3%Jul-14 10.8%Aug-14 9.1%Sep-14 7.7%Oct-14 6.7%Nov-14 6.8%Dec-14 6.1%Jan-15 5.5%

Current Performance

84000

86000

88000

90000

92000

94000

96000

98000

100000

102000

104000

106000

Apr-13 May-13 Jun-13 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15

6% additional recording2% Back record converting1% Proactivity1% increase in crime

Current Performance

VBC October 13 Vs December 14

Northam

ptonsh

ire

Cambrid

gesh

ire

Linco

lnshire

Warw

icksh

ire

Hertford

shire

West

Mercia

Hampsh

ire

Avon &

Somerse

t

Wilts

hire

Suffolk

Surre

y

North W

ales

Susse

x

Metropolita

n Police

Dorset

Tham

es Vall

ey

Stafford

shire

Devon &

Cornwall

Greate

r Man

cheste

r

North Yorks

hire

Dyfed Powys

Glouceste

rshire

West

Yorkshire

Norfolk

Essex

South

Yorkshire

Durham

Clevelan

d

Derbysh

ire

Bedfordsh

ire

Leice

stersh

ire

West

Midlands

South

Wale

s

Nottingh

amsh

ire

Cheshire

Lancas

hire

Humberside

Cumbria

Gwent

Northumbria

Merseysi

deKent

0

0.2

0.4

0.6

0.8

1

1.2

Grading Matrix – January 2015

Current Grading

Area of Focus(2)

Good(3)

Good(3)

Good(3)

Good(3)

Good(3)

VICTIM To provide a quality service where the victim is at

the heart of everything we do

POSITIVE: Victim based crime consistent with seasonal trend - positive step-change; Success under Op Castle. Repeat MARACs doubled over the past year, with feedback from HMIC showing positive for internal policing process. Reported Hate crime has been reducing over the last few months and is in line with previous seasonal volumes.

NEGATIVE: Case file timeliness continues to be an area for focus during the change of measure and the setting of a new baseline.

OF NOTE: Approaching a downward stepchange in crimes against society.

OFFENDERS To prevent and reduce recidivist offending

POSITIVE: IOM cohort offending reduced (limiting judgement); 92.5% forensic intelligence disseminated in less than 24 hours (weekdays). Slight increase in the proportion of 'investigation complete-no suspect identified' outcomes, against a decrease in 'evidential difficulties': this is the positive outcome of an administrative issue identified by the Data Accuracy Team which shows continued data scrutiny and interrogation.

NEGATIVE: Data indicates community resolutions are not being utilised as much as possible (training in progress).

Grading Matrix January 2015

Themes

COMMUNITY To ensure people feel safe in Kent by providing a professional, efficient and visible service across

the county

POSITIVE: Dwell time improvement for J anuary; Themis issues identified and being progressed; limiting judgement is positive (public satisfaction 81.1%).

NEGATIVE: High call attendance decrease and recent negative publicity, despite some signs of improvement (January 88.2%); Repeat callers contacting slightly more often in January than previous months; Only 80% Freedom of Information requests were completed within the required 20 days in J anuary, with greater complexity and volume being contributing factors.

Previous Grading

Area of Focus (2)

Area of focus (2)

Good (3)

STANDARDS AND INTEGRITY

To ensure Kent has the highest integrity and delivers a service the public can trust

POSITIVE: Improved standard of extended bail; Local PSD advisors assisting to reduce complaint escalation; National recognition of integrity (HMIC Integrity Report); Identified as national good practice for fatal investigators; Introduction of telematics (vehicle tracking); 97% crime accuracy (limiting judgement). Code of Ethics implementation force wide completed.

OF NOTE: New systems and processes have been identified as a risk to vetting timeliness - not yet able to judge impact on this measure.

REDUCING THREAT, RISK & HARM

To recognise and deal with current and emerging threats to the communities of Kent

POSITIVE: Op Lakeland trial started, which is of national relevance. 7 Kent OCGs were reviewed in the February panel. The harm scores for the Kent OCGs changed minimally with no significant changes in the threats these groups pose. OP Quantity monitoring is robust and thorough identification of threats have lead to positive community engagement.

OF NOTE: HMIC recommendation re: SOC Local to Global implementation and is being developed.

SUPPORTED WORKFORCE

To enable a happy, healthy and committed workforce with the right skills and tools for the job

POSITIVE: Chief Constable's Awards Ceremony held; Under establishment- recruitment and resource plan in place; Ethics training well received; positive work undertaken by Health and Wellbeing Board and Culture Board; PSE High Potential Development Scheme, sickness levels remain stable. Issues raised by PCSO about powers and use are being corporately addressed. OF NOTE: Impact of Athena training on delivery and availability of training force wide.

Area of focus (2)

Area of focus (2)

Good (3)

Themes at February’s Committee -

1. Calls for Service – Current provision; focusing on high call management and attendance

2. Operation Castle – Key findings and results following the force Burglary initiative

3. ‘Local to Global’– The implementation of the Serious Organised Crime (SOC) local profiles promoting a partnership approach to tackling organised criminals

Thoughts on implementation

1. Positive feedback force-wide

Trust the staff and the performance will follow

Focus on quality service satisfaction and dealing with risk…rather than…counting…and knee jerking.

2. HMIC feedback

“Following recent crime recording HMIC inspections, a considerable number of areas were identified which required improvement. These included a fundamental shift from an approach in which performance management was based primarily on meeting numerical targets. This had tended to skew aspects of crime recording. It is to the credit of the entire force that this significant change has been accomplished in a short period of time and has been strongly embedded across all areas.” “At the time of our inspection the deputy chief constable, following extensive internal and external consultation, was planning to introduce a new performance regime, which considers trends in crime recording and concentrates on checking the quality of policing services provided to the public. Staff have welcomed this and see it as further evidence signalling the switch to a victim focussed service and quality in policing rather than a simple concentration on crime figures.”

3. Baker Tilly Internal Audit

Awaiting report – best practice highlighted

4. Other forces

Several approaches to attend grading meetings and understand the framework