The Chief Executive of Roads Service (Dr. Malcolm McKibbin) has been asked to write to the hon. Gentleman in response to this question.
Letter from Dr. D M McKibbin dated 15 January 2007
You recently asked the Secretary of State for Northern Ireland a parliamentary question regarding how much was paid by the Department for Regional Development Roads Service to National Car Parks (NCP) under the contract to enforce car parking restrictions in the most recent period for which figures are available; what performance indicators apply under that contract; how those indicators are (a) measured and (b) monitored; and what the maximum annual amount payable w NCP is under the terms of the contract.
As this issue falls within my responsibility as Chief Executive of Roads Service, I have been asked to reply.
I can advise that to date, no payment has been made by Roads Service to National Car Parks Ltd (NCP) in relation to the contract for the operation of parking and enforcement services as no invoice has been submitted.
Performance measurement and monitoring is on the basis of 31 Key Performance Indicators (KPIs) which relate to the quality of the service being provided (see Annex A). These KPIs relate to all aspects of work covered by the contract and are not solely related to the enforcement of parking restrictions. They cover such items as the level of deployment of traffic attendants, training, quality of information recorded, car park management and cash collection. There are no KPIs related to the number of penalty charge notices (PCNs) issued.
Given the wide scope of the KPIs, different methods are required to measure and monitor performance. For example, deployment levels are measured through payroll records and can be independently monitored from reports produced by Roads Service. Quality of information recorded will be analysed by examining the number of PCNs cancelled due to traffic attendant (TA) error.
The contract includes for the management of Roads Service's off-street charged car parks and the enforcement of parking restrictions. If NCP provides the appropriate level of service as measured against the KPIs, under the terms of the contract, the maximum annual amount payable to them will be £8,848,698.38. This sum includes the maximum performance related payment, and refers to the full service to be provided by NCP, not just enforcement of parking restrictions.
Key Performance Indicators
A. Effective Parking Enforcement
1. Number of TAs deployed.
2. Number of Supervisors deployed.
3. Coverage of Patrol requirements,
4. The availability and responsiveness of the rapid response unit.
B. Good quality, motivated and informed TAs
5. Initial TA training and accreditation.
6. Regular assessments and delivery of on-going training.
7. The Standard of TA appearance, courtesy and helpfulness.
8. The level of complaints and complaints handling,
9. Level of Absenteeism and staff turnover amongst all TA staff and car park staff.
C. Issue of Good Quality PCNs
10. Number of cancellations due to TA error.
11. Number of Void PCNs.
12. Good quality information.
13. Control of Pocket Books.
14. Linkage of good quality digital images to PCNs.
D. Clamping and Removal Operations
15. Availability of resources during hours of operation.
16. Adherence to removals/clamps criteria.
17. Good quality condition reports including digital images.
18. Timeliness of releasing clamps handling of requests for priority de-clamping.
E. Car Pound Operations
19. Banking of cash via the car pound.
20. The availability of staff at the car pound.
21. Customer Service,
22. Inventory.
F. Full and timely reporting of all defective/missing lines and signs
23. The prompt reporting of all defects in lines, signs and relevant street furniture.
G. Car Park Management
24. Car Park Management.
25. Enforcement and Compliance in kiosk car parks.
26. Car Park Cleanliness and Flower beds and surrounds.
27. Signs, lines and bay markings are in good condition.
H. Procurement, Reporting and Maintenance of Equipment
28. Maintain all pay and display machines in working condition.
29. Car park equipment will be maintained and all faults swiftly rectified.
I. Cash Collection, Counting and Banking
30. Cash must be regularly collected, counted and banked from all pay and display machines, 31. Cash must be collected, counted and banked from off street car parks (kiosk and pay on foot) at regular intervals.
31. Cash must be collected, counted and banked from off street car parks (kiosk and pay on foot) at regular intervals.