Generic reference
manual
2015
Copyright information
Performance Networks is a product developed exclusively by the Association
for Public Service Excellence (APSE) for use by public service providers across
the UK.
Registered office:
Association for Public Service Excellence (APSE)
2nd Floor
Washbrook House
Lancastrian Office Centre
32 Talbot Road
Old Trafford
Manchester
M32 0FP
Telephone:
Fax:
Email:
Internet:
0161 772 1810
0161 772 1811
[email protected]
www.apse.org.uk
Further copies of this document are available from the address above.
Reproduction and extracts of this publication may be made for noncommercial in-house use, subject to the source being acknowledged.
Applications for all other use should be made in writing to the above
address.
Copyright ©APSE Performance Networks™, 2007
1
1.1 The team..........................................................................................................................................8
1.1.1 Advice, development ...............................................................................................................................................................8
1.1.2 Management, Logistics ...........................................................................................................................................................9
1.1.3 Membership, data.......................................................................................................................................................................9
1.1.4 Administration, enquiries .......................................................................................................................................................9
1.1.5 IT, support ........................................................................................................................................................................................9
1.2 Service area manuals and data templates ....................................................................... 10
1.2.1 A new system for data collection and submission ........................................................................................ 10
1.2.2 Downloading and saving data templates........................................................................................................... 10
1.2.3 Guidance notes manual ................................................................................................................................................. 10
1.2.4 Completing the data files.............................................................................................................................................. 10
1.2.5 Returning the complete (or part complete) data files................................................................................. 11
1.2.5.1 Upload via the internet (recommended)......................................................................................................... 11
1.2.5.2 Via email ............................................................................................................................................................................... 11
1.2.5.3 Via post.................................................................................................................................................................................. 12
1.2.6 Additions, updates and amendments................................................................................................................... 12
1.3 Timetable ..................................................................................................................................... 13
1.3.1 Timetable for 2007............................................................................................................................................................. 13
1.3.2 Timetable for 2008............................................................................................................................................................. 13
1.3.3 Data validation meetings .............................................................................................................................................. 14
1.3.4 Advisory and working group meetings................................................................................................................ 14
1.3.5 Final deadline for the return of data....................................................................................................................... 14
4
1.4 Performance Networks secure members only website .............................................. 16
1.5 Partnerships ................................................................................................................................ 17
1.5.1 IQ Software Systems............................................................................................................................................................... 17
1.5.2 Beacon Dodsworth ................................................................................................................................................................. 17
1.6 Service profile table (static data) ......................................................................................... 18
1.6.1 Storage of static data ............................................................................................................................................................. 18
1.6.2 Returning a static data submission ............................................................................................................................... 18
1.7 Data/benchmarking support................................................................................................ 19
1.7.1 Principal advisor facilitated benchmarking meetings ....................................................................................... 19
1.7.2 Performance Networks working groups.................................................................................................................... 19
1.7.3 New data completion training days............................................................................................................................. 19
1.7.4 Performance Networks peer support initiative...................................................................................................... 19
1.8 Comparator Groups.................................................................................................................. 21
1.8.1 How the Performance Networks family groups are formed.......................................................................... 21
1.8.2 The standard Performance Networks family group allocation system ................................................... 21
1.8.3 The sports & leisure facility management family group system ................................................................. 22
1.8.4 The Performance Networks all family group system.......................................................................................... 22
1.8.5 Other standard comparator group reports (on request)................................................................................. 22
1.8.5.1 Core cities............................................................................................................................................................................ 22
1.8.5.2 London boroughs only ............................................................................................................................................... 22
1.8.5.3 County council only ...................................................................................................................................................... 22
1.8.5.4 Regional analysis ............................................................................................................................................................. 23
1.8.5.5 Parochial and member defined comparator groups................................................................................ 23
1.8.5.6 Service profile indexing .............................................................................................................................................. 23
5
2.1 Performance indicators, reports and outputs ................................................................ 24
2.1.1 The performance indicators and how they are set ............................................................................................. 24
2.1.2 Performance reports............................................................................................................................................................... 24
2.1.3 Performance indicator standings reports (highest, lowest, average, quartile [HLAQ] summary)
......................................................................................................................................................................................................................... 24
2.1.4 Data tables.................................................................................................................................................................................... 25
2.1.5 Family group profile information ................................................................................................................................... 25
2.1.6 Summary Reports..................................................................................................................................................................... 25
2.2 Performance indicators........................................................................................................... 26
2.2.1 Evaluating the indicators..................................................................................................................................................... 26
2.3 Best and most improved performers................................................................................. 27
2.3.1 Best and most improved performers........................................................................................................................... 27
2.3.2 Best and most improved performer awards, 2007 .............................................................................................. 27
2.4 Confidentiality Agreement.................................................................................................... 28
2.5 Additional reports and services ........................................................................................... 29
2.5.1 Standard Membership Services 2007..................................................................................................................... 29
2.5.2 Free Additional Analysis 2007..................................................................................................................................... 29
2.5.3 Chargeable Additional Analysis 2007..................................................................................................................... 30
3.1 Data Checking and Validation.............................................................................................. 31
3.1.1 Electronic data queries ......................................................................................................................................................... 31
3.1.2 Range parameters.................................................................................................................................................................... 31
3.1.3 Exclusion reports ...................................................................................................................................................................... 31
3.1.4 Validator training ...................................................................................................................................................................... 31
3.1.5 Performance Networks data validation meetings................................................................................................ 31
3.1.6 Best and most improved performer on site validations................................................................................... 32
3.2 Customer satisfaction surveys.............................................................................................. 33
3.2.1 Introduction and methodology...................................................................................................................................... 33
3.2.2 Standard sample sizes........................................................................................................................................................... 33
3.2.3 How to participate in the customer satisfaction survey................................................................................... 34
3.2.4 Customising the standard customer satisfaction survey and CPA user profile/satisfaction
survey.......................................................................................................................................................................................................... 34
4.1 Terms and conditions of performance networks membership ............................... 35
4.1.1 Membership and PINs........................................................................................................................................................... 35
4.1.1.1 PIN............................................................................................................................................................................................ 35
4.1.1.2 Not opting out.................................................................................................................................................................. 35
4.1.1.3 Opting out .......................................................................................................................................................................... 35
4.1.1.4 PIN codes and authority references .................................................................................................................... 35
6
4.1.2 Intellectual property rights................................................................................................................................................. 35
4.1.2.1 Trademarks ......................................................................................................................................................................... 35
4.1.2.2 Other intellectual property ....................................................................................................................................... 35
4.1.2.5 Licence .................................................................................................................................................................................. 36
4.1.2.6 Restrictions.......................................................................................................................................................................... 36
4.1.3 Confidentiality............................................................................................................................................................................ 37
4.1.3.1 Confidential information............................................................................................................................................ 37
4.1.3.2 Use and disclosure of confidential information........................................................................................... 37
4.1.3.3 Permitted disclosures................................................................................................................................................... 37
4.1.4 Termination ................................................................................................................................................................................. 38
4.1.4.1 Subscription period....................................................................................................................................................... 38
4.1.4.2 Termination - General .................................................................................................................................................. 38
4.1.4.3 Termination in the event of breach..................................................................................................................... 38
4.1.5 Limitations.................................................................................................................................................................................... 39
4.1.5.1 Disclaimer............................................................................................................................................................................ 39
4.1.5.2 Liability .................................................................................................................................................................................. 39
4.1.6 Privacy Policy............................................................................................................................................................................... 39
4.1.6.1 Privacy Policy ..................................................................................................................................................................... 39
4.1.6.2 Data Protection................................................................................................................................................................ 39
4.1.6.3 Information we may collect from you and why .......................................................................................... 39
4.1.6.4 Disclosure of personal information...................................................................................................................... 40
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1.1 The team
Please direct all comments and enquiries to:
Association for Public Service Excellence
2nd Floor
Washbrook House
Lancastrian Office Centre
32 Talbot Road
Old Trafford
Manchester
M32 0FP
Tel: 0161 772 1810
Fax: 0161 772 1811
Email: [email protected]
1.1.1 Advice, development
John Marsh
Principal Advisor for:
Parks, open spaces & horticultural services
Refuse collection and street cleansing
Neighbourhood management (incorporating street scene)
Transport operations & vehicle maintenance.
Email: [email protected]
Debbie Johns
Principal Advisor for:
Civic, cultural & community venues
Highways & winter maintenance and street lighting
Security
Sports & leisure facility management and culture, leisure & sport
Email: [email protected]
Mo Baines
Principal advisor for:
Building cleaning
Catering (Education; other [civic & commercial]; welfare [meals on
wheels])
Email: [email protected]
Phil Brennan
Principal Advisor for:
Building maintenance & management (housing & non housing)
Email: [email protected]
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1.1.2 Management
Debbie Johns
Principal advisor
Email: [email protected]
1.1.3 Membership, data
Cheryl Walker
Performance networks officer
Email: [email protected]
1.1.3 Research, data
Sarah Pooley
Performance networks officer
Email: [email protected]
1.1.4 Administration, enquiries
Emma Nolan
Administrative assistant
Email: [email protected]
1.1.5 IT, support
IQ Software Systems
Dave Knapman
Managing consultant
Email: [email protected]
Julia Wareham
Consultant
Email: [email protected]
For more information on APSE and Performance Networks, please visit our
website at www.apse.org.uk
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1.2 Service area manuals and data templates
1.2.1 A new system for data collection and submission
This section contains important information on the service area guidance
notes and data collection. This year Performance Networks has not sent out
hard copies of the guidance manuals (with the accompanying floppy disks
containing the data collection templates). The manuals and data templates
are now on a CD Rom which are supplied with this Reference Manual. The
CD is read only. Please note that you cannot work on the data templates
and save your completed data files back to the CD.
1.2.2 Downloading and saving data templates
Please insert the enclosed CD into your computer and follow the instructions
on the Read Me file. For ease of reference those instructions are set out
below.
First, copy the data template (e.g. M-0000.xls for management & statistical
data or A-0000.xls for accounting/financial data) from the CD to an
appropriate directory/folder on the hard disk of your computer; or to an
appropriate network drive. To do this, select the file that you want to copy
from the list and right click on the filename. Select save target as and save
the file to your chosen location using your unique PIN code issued by APSE
(pre-fixed by M- for management/statistical data or A- for
accounting/financial data) as the file name (i.e. if your PIN code is 2703 and
you are working on the management data template, then you should save
your data file as M-2703.xls). This is the file that you should input your data
on to. Please ensure that you include the correct letter and hyphen prefix
(and your PIN) to identify your file correctly.
You should not save your file using the original M-0000.xls or A-0000.xls
name to avoid any confusion.
Note: the data templates can also be downloaded from the new secure
Performance Networks member’s only portal on the APSE website. To access
the Performance Networks portal, please go to www.apse.org.uk and click
on Performance Networks. You will need your authority reference and
password to access the site. If you can not find your password or have not
been issued with one, please contact Emma Nolan at the APSE office, whose
contact details are shown at the front of this manual. Please be aware that
passwords are changed on an annual basis.
1.2.3 Guidance notes manual
Please ensure that you have comprehensively examined the guidance notes
in the service area manuals (available on the CD or via the Performance
Networks website) before you begin the data collection process. It is
important that you are clear where to place data on the template and which
data to include/exclude.
1.2.4 Completing the data files
Input the required data in the unprotected column (including the four digit
PIN in the first line of data) and save the file. Your PIN is supplied with all
Performance Networks service area documentation. If you are unsure of your
PIN, please contact Emma Nolan at the APSE office. You should include the
name of the authority and the name, direct dial telephone number, fax and
email address of the lead officer completing the data return in the space
10
provided. This information is important and will be used during the data
validation process.
When inputting data, only use numbers where a number is asked for and
text where a text response is asked for. Do not use phrases like N/A.
Do not attempt to unprotect any part of the files or add lines or columns.
The file protection is pass-coded. Only insert data in the specified columns there are fields/cells available for all the required information. Some cells
may be protected because the data will be obtained from another source, or
because they are calculation cells.
Please do not attempt to create your own file. Use only the original files
provided by APSE. We will not be able to read your own files in to the
analysis model.
Do not re-use a previous year’s version of the data templates, as the data
included can vary on an annual basis. Older versions are not compatible
with the new Performance Networks database.
Do not add your own notes for the attention of APSE or IQSS within the files
themselves. If you do wish to supply an accompanying set of notes to clarify
or explain data then please do so via email to the addresses detailed in this
section or section 1.1. You can use the working columns to keep calculation
notes for your own future reference or for data validation purposes.
Please ensure that you do not move any input or existing data in the
template (e.g. if you type data into the wrong cell, you should re-type the
data instead of using the move command or cut and paste). This can affect
subtotals and calculation cells and can lead to Protected Cell errors.
Please ensure that you have comprehensively examined the guidance notes
in this manual, before you begin the data collection process.
Please keep a copy of each file for your own records and as a precaution
against a file being lost; corrupted or damaged in transit.
1.2.5 Returning the complete (or part complete) data files
You can return the completed data file in any of the following ways, detailed
below.
1.2.5.1 Upload via the internet (recommended)
The quickest and most efficient way of returning your data files to IQSS is
online via the new Performance Networks website. This is a secure site that
allows fast uploading via the Performance Networks members only area.
See section 1.2.2 for details of how to log on to the Performance
Networks secure members only website at www.apse.org.uk.
Please note that the website will not allow you to upload the file if you
have kept the original M-0000.xls or A-0000.xls name.
1.2.5.2 Via email
Please email your files directly to Dave Knapman or Julia Wareham
([email protected]) at IQ Software Systems.
Warning: some councils have internet firewall settings which do not
allow users to send password protected or encrypted attachments to
email recipients. If this is the case, you will usually be notified by your
IT Section that the email and/or attachment has been quarantined or
11
removed but not always. The recipient is not usually informed of this
and will not be aware that you have attempted to return the data file.
For this reason uploading the data file via the web site is preferred as a
more reliable means of electronic transfer.
1.2.5.3 Via post
You may save your completed data files onto a CD or disk and return them in
a padded envelope or disk carrier to the following address:
IQ Software Systems
Old Brewery House
2 Brewery Yard
Redbrook
Monmouthshire
NP25 4LU
Please keep a copy of each file for your records as well as a precaution
against the CD or disk being lost or damaged in transit.
Please ensure that you include some accompanying correspondence
with any posted CD or disk to ensure that we are able to contact you if
the media has become damaged in transit and cannot be read.
Please note that this is not a postage paid service.
Please do not return your completed data files directly to APSE as this
may delay data processing and validation.
1.2.6 Additions, updates and amendments
If you have any queries on using the enclosed data templates or if you use a
different spreadsheet package to the formats on this CD then please contact
Julia Wareham at IQ Software Systems on 01600 719229 or email
[email protected].
12
1.3 Timetable
The APSE Performance Networks timetable has been established to work in
tandem with the financial reporting timetable of its Authority members,
whilst producing an analysis, which is still relevant for inclusion in the service
development and review process.
The timetable for the coming year is scheduled as follows:
1.3.1 Timetable for 2007
March
Dispatch of 2005/06 summary reports and final PI
standings reports
March-April
Feedback and revisions to the 2006/07 manuals and
templates
April
Manuals and templates available on the website
April-May
Dispatch of hard copy reference manual and
templates/manuals on CD rom
May-June
Data collection period
21-24 May
Introduction to data completion training days (new
members)
4 June
Data validator training day (new validators)
31 July
Deadline for the return of data via email or website
upload
August-October
Data queries and validation checks
August-October
Data validation meetings (see overleaf for details)
September-October Advisory and working group meetings (see overleaf for
details)
August-November
Final deadline for the return of data via email or
website upload (see overleaf for details)
October-November Circulation of performance and PI standings reports
November
Best and most improved performers scored, assessed
and validated
6-7 December
Performance Networks seminar and awards
1.3.2 Timetable for 2008
31 December
Deadline for late data returns
TBC
Advisory and working group meetings
March
Circulation of second batch performance and PI
standings reports
13
1.3.3 Data validation meetings
03 September
Building maintenance
04 September
Parks, open spaces & horticultural services
05 September
Sports & leisure facility management and culture,
leisure & sport
06 September
Highways, winter maintenance & street lighting
07 September
Street cleansing
10 September
Catering services
11 September
Transport operations & vehicle maintenance
12 September
Refuse collection
13 September
CCCV
14 September
Building cleaning
1.3.4 Advisory and working group meetings
19 September
Building maintenance & management (housing &
non housing)
21 September
Highways, winter maintenance & street lighting
24 September
Sports & leisure facility management and culture,
leisure & sport
26 September
Security
3 October
Refuse collection and street cleansing
4 October
Civic, cultural & community venues
9 October
Building cleaning
9 October
Parks, open spaces & horticultural services
10 October
Transport operations & vehicle maintenance
11 October
Catering
1.3.5 Final deadline for the return of data
31 August
CPA in sports & leisure facility management
30 September
Building maintenance & management (housing &
non housing)
1 October
Civic, cultural & community venues
3 October
Highways & winter maintenance
4 October
Street lighting
7 October
Culture, leisure & sport
8 October
Parks, open spaces & horticultural services
10 October
Building cleaning
14 October
Refuse collection
15 October
Street cleansing
16 October
Sports & leisure facility management
21 October
Education catering and welfare catering
22 October
Civic and commercial catering
24 October
Security
14
25 October
Neighbourhood management (new service area)
9 November
Transport operations & vehicle maintenance
15
1.4 Performance Networks secure members
only website
Performance Networks has a secure member’s only website on the APSE
website. The portal contains the complete series of service area guidance
notes manuals; data templates and customer satisfaction survey (CSS) forms.
These are available for members to download for the current benchmarking
year. The documents on portal are updated on a rolling basis and so contain
the most up to date guidance and information on the Performance
Networks model. A general and service specific frequently asked questions
(FAQ) section is also included on the portal to answer any questions you may
have.
Members are also able to upload completed data submissions securely via
an online file upload facility. Please note, that access to the portal is
restricted to Performance Networks members only and requires both an
authority reference and a password.
To access the site please go to the main APSE website www.apse.org.uk and
click on Performance Networks and then select the members only portal.
You will be asked to accept the website terms and conditions and for your
unique authority reference and password. Once your password has been
confirmed; you will be given access to the portal.
Note: if you have misplaced your authority reference and password,
please contact Emma Nolan at the APSE office.
If you have any problems accessing the site, please email
[email protected] or contact a member of the Performance Networks
team on 0161 772 1810.
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1.5 Partnerships
1.5.1 IQ Software Systems
IQ Software Systems have been contracted to provide IT support for the
Performance Network service and database. IQ Software Systems are able to
provide additional reports and analysis on behalf of APSE Performance
Networks members, facilities, Family Groups or regions by consultation. In
most cases, additional report commissions outside the APSE Performance
Networks service agreement will not incur any additional cost.
If you would like to discuss your requirements or receive further information,
please contact Dave Knapman or Julia Wareham at IQ Software Systems.
1.5.2 Beacon Dodsworth
APSE Performance Networks and IQSS have enlisted the services of Beacon
Dodsworth, a leader in the field of geographical information analysis and geo
demographic socio-economic profiling. Beacon Dodsworth have provided
APSE Performance Networks with the capacity to assess effectively the geo
demographic profile of each local Authority member through their Prospex
software.
Enquiries for geo demographic profiling should be directed through Cheryl
Walker at the APSE office.
17
1.6 Service profile table (static data)
1.6.1 Storage of static data
Performance Networks has removed any static information that is unlikely to
change, from the annual data collection data template for Building Cleaning;
Parks, Open Spaces & Horticultural Services and Sports & Leisure Facility
Management. This static information (which includes some of the basic
inventory/checklists relating to the service provision; demographic
information and some key/secondary driver information) is stored in a
service profile table in each of the Performance Networks databases and is
automatically re issued to the service contacts for the above service areas
each year.
1.6.2 Returning a static data submission
The service contact for each of the service areas listed in 1.6.1 will
automatically receive a hard copy printed tabular report showing a
description of the data/information we require; its range code (the unique
code allocated to each piece of data/information) and the existing data held
on the Performance Networks database. Next to this is a blank box which
can be used to enter updates or amendments.
A static manual is also supplied which contains full instructions on how to
complete the data submission and which data/information should be
included in the calculation. Updates and amendments should be submitted
directly to IQSS at the following address:
IQ Software Systems
Old Brewery House
Redbrook
Monmouthshire
NP25 4LU
If there are no changes to the data provided in the service profile table; then
we ask that you confirm this with IQSS by signing the hard copy printout and
returning it to IQ Software Systems at the address above by 29 June 2007.
This is to ensure that the information that feeds in to the performance
reports has been checked and is up to date. Additional updates and
amendments can then be submitted at any point during the following 12
months.
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1.7 Data/benchmarking support
1.7.1 Principal
meetings
advisor
facilitated
benchmarking
APSE provides additional support for Performance Networks members via
the advisory group caucus. The quarterly advisory group meetings for each
service area include a Performance Networks agenda and hold a facilitated
benchmarking meeting after the May/June and January Advisory Groups.
This provides an excellent opportunity for Performance Networks to
showcase best performance; share information and continuous
improvement across the service area and encourage greater networking
with peers in a facilitated environment.
The benchmarking meetings also feature additional process benchmarking;
trend and analysis guidance and the collection of additional ad-hoc survey
information to supplement the model. Please contact a member of the
admin team at the APSE office, or the relevant Principal Advisor (refer to
section 1.1 for further details) if you would like to attend these meetings.
1.7.2 Performance Networks working groups
The Performance Networks working groups meets after the February/March
and September/October Advisory Groups in place of the benchmarking
meeting, to discuss the progress and direction of the model. Any active
Performance Networks member can opt to take part in the working group
and be a part of the decision making process.
A typical working group agenda could focus on data collection and
guidance issues; developing the performance indicators; the
performance/summary reports; participation rates; feedback from and input
in to the annual Performance Networks working seminar; and data validation
(depending on it's placement in the timetable). Please contact a member of
the admin team at the APSE office, or the relevant Principal Advisor (refer to
section 1.1 for further details) if you would like to attend these meetings.
1.7.3 New data completion training days
APSE and IQ Software Systems have introduced a new series of data
completion training days scheduled for 21-24 May 2007 (subject to interest).
The training will be delivered by Jan Mazzone, Principal Trainer at APSE's
Lifelong Learning & Development. The sessions will clarify general issues
relating to each service area and the data collection process. Members will
also be able to raise any individual queries relating to the data collection,
information sources, definitions and/or interpretations.
The sessions are aimed at new member authorities and service area contacts
(or persons completing the data) who are unfamiliar with the data collection
process or require additional, facilitated assistance. Please contact Cheryl
Walker at the APSE office for further information.
1.7.4 Performance Networks peer support initiative
Performance Networks operates a peer support initiative to assist new
authority members, or corporate/service area contacts less familiar with the
data collection process; Performance Networks; or benchmarking issues
generally. If your authority is a new member or if a new service contact is
nominated, Performance Networks will automatically get in touch with each
new contact(s) directly, to determine the level of assistance they require.
Assistance may be provided via the peer network of trained, experienced
19
Performance Networks coaches and mentors – alternately, an APSE Principal
Advisor or member of staff may conduct an on-site visit to guide new
colleagues through the Performance Networks process. You can also
request peer or APSE support by contacting a member of the APSE team
(see Section 1.1 for contact details).
20
1.8 Comparator Groups
1.8.1 How the Performance Networks family groups are
formed
Performance Networks uses a like-for-like system to group authorities. This
draws on factors such as local policy, demography and size and type of
operation; to form a series of key and secondary driver scores. Most key
drivers are made up of a number of smaller secondary drivers, which
describe the most significant factors involved in delivering the service. The
scores are cumulated at each stage of the process to provide an overall key
driver score. The overall score determines which comparator group
authorities are placed in.
Comparator groups (known as family groups) are then formed when
participating authorities (or facilities/venues in the case of sports & leisure
facility management; civic, cultural & community venues and other [civic &
commercial] catering) generate an overall key driver score within the same
score range. These scoring bands determine which family group each
submission is placed in and provide a good indication of how well other
authorities/facilities/venues have performed in similar circumstances.
Correctly setting the family groups is important to ensure the contextual
relevancy of the analysis, which members receive in the form of a
performance report; a performance indicator standings report (HLAQ
summary) and a summary report. Where there is felt to be an inadequate
sample size, adjacent bands are aggregated together; although details are
still provided for the scoring band that authorities/facilities/venues were
originally in. The move from data benchmarking to a greater focus on
process benchmarking and project group working, has also meant that
members have already, in some cases elected to remain in a particular family
group for reasons of continuity and where effective networking activity is
taking place, even though changed circumstances would result in a revision
to their driver scores.
1.8.2 The standard Performance Networks family group
allocation system
For most core service areas, it is optional to review your family group or to
retain your existing family group. You may want to review your family group
for the following reasons:
You have not submitted data/participated in the exercise for either of
the last two years, in which case you must complete all key and
secondary driver questions.
Your operational set-up has changed and therefore your previous
family group is no longer relevant.
Alternately, if your operational set-up has not altered in the last two years
and you would like to retain your family group for consistency in
benchmarking with the same family group members, you do not need to
complete certain key driver sections. These sections are clearly marked on
the relevant management manuals and the corresponding data templates.
Note: Performance Networks and IQ Software Systems automatically
apply the weighting system. Participants are only required to provide
21
either the raw source data or a calculated score for each key and
secondary driver.
The key and secondary drivers are reviewed at the autumn working
group meeting to ensure that satisfactory comparator groups are
maintained and the key and secondary drivers continue to be
appropriate.
1.8.3 The sports & leisure facility management family
group system
Due to the facility based nature of the sports & leisure facility management
service area; family groups are set by Performance Networks and are based
on the type and category of the facility. Types and categories are based on
the facilities available at each individual site. The only exception to this rule
is made in the case of types 4 and 6 which are sometimes merged in order to
create a larger comparator base. The differing types are as follows:
Type 1 facilities (standard - wet only)
Type 2 facilities (standard - dry only)
Type 3 facilities (standard - wet and dry)
Type 4 facilities (dual use - wet only)
Type 5 facilities (dual use - dry only)
Type 6 facilities (dual use - wet and dry).
1.8.4 The Performance Networks all family group system
For some smaller service areas, an all family group is created in order to
increase the sample size for participating members. Areas where an all
family group operates include civic & commercial catering; culture, leisure &
sport; security and welfare catering.
1.8.5 Other standard comparator group reports (on
request)
Participating Performance Networks members have the opportunity to
commission free bespoke reports, using different comparator groups to their
standard family group, which is automatically allocated to them. Common
comparator grouping which members frequently request and Performance
Networks has produced as standard this year due to demand, include the
following:
1.8.5.1 Core cities
This grouping is based on the Audit Commission designated core cities.
Performance Networks produced these reports as standard this year for:
building cleaning; refuse collection; street cleansing and transport
operations & vehicle maintenance.
1.8.5.2 London boroughs only
Due to the unique circumstances surrounding the capital, Performance
Networks produced London borough only reports as standard this year for:
refuse collection and street cleansing.
1.8.5.3 County council only
Due to the different role and remit of county councils, Performance
Networks produced these reports as standard this year for: parks, open
spaces & horticultural services and transport operations & vehicle
maintenance.
22
1.8.5.4 Regional analysis
Performance Networks produced both Scotland only and Wales only analysis
as part of the standard service this year. Scotland only reports were
produced for building cleaning; education catering; parks, open spaces &
horticultural services; refuse collection; transport operations & vehicle
maintenance and welfare catering. Wales only reports were produced for
education catering; street cleansing and transport operations & vehicle
maintenance.
APSE groups have also commissioned Performance Networks reports via the
APSE regional and national networks and the Best Value Consultancy.
1.8.5.5 Parochial and member defined comparator groups
Performance Networks regularly produces a variety of free reports on request
which utilise a parochial or user defined comparator group, selected from a
list of participating members. Performance Networks also produced a
Greater Manchester grouping as part of the standard service this year for:
education catering; parks, open spaces & horticultural services; refuse
collection and street cleansing.
1.8.5.6 Service profile indexing
Performance Networks can create a new comparator group based on any
piece of information, which is collected via the data templates. This doesn’t
necessarily have to be relative to geography or type of authority; but can use
any service area specific data or profiling information; including information
contained within the family group profiles at the start of the performance
reports.
Examples of this could be as follows; all wheeled bin authorities (for refuse
collection); authorities who provide nursery services (for parks, open spaces &
horticultural services); or authorities with a population greater than 200,000 to give but a few examples.
Note: in order for new groupings to be created, Performance Networks
requires each new comparator authority to have completed the data.
Please contact Performance Networks for a list of participating
authorities/facilities/venues.
A complete list of member services is shown in section 2.5. For more
information, please contact Cheryl Walker at the APSE office.
23
2.1 Performance indicators, reports and
outputs
2.1.1 The performance indicators and how they are set
The performance indicator suites include a number of cost based indicators,
which are shown as both inclusive and exclusive of central establishment
charges (CEC) in the report outputs. These are balanced against a series of
productivity based and qualitative indicators which likewise reflect the
number of processes in place for human resource management; quality
management and community consultation.
The performance indicators are reviewed annually at the working group and
are composed from a combination of the relevant best value performance
indicators and compulsory/recommended performance measures
suggested by the four main national audit bodies. Working group
practitioners have also developed a series of local performance indicators to
supplement the management information available from the model.
To view the complete list of performance indicators, please go to the APSE
website and click on Performance Networks. The performance indicators are
also listed by service area in the respective management manuals, which are
contained on the CD supplied with this reference manual.
2.1.2 Performance reports
Performance Networks produces a performance report (indexed by family
group and the other comparator groups listed in 1.8.3 above) for every
participating authority as part of its standard service. The performance
reports show the highest, lowest and average score for each indicator, along
with the range of data supplied by other comparator group members.
Members are able to assess their own performance, relative to overall
comparator group performance.
Performance Networks does not identify the calculated data for each
authority within the performance reports. The full calculated data outputs
are available to members as Excel data tables (which are free on request).
Please contact Emma Nolan at the APSE office if you would like a copy of the
data tables.
2.1.3 Performance indicator standings reports (highest,
lowest, average, quartile [HLAQ] summary)
Performance Networks produces a personalised performance indicator
standings
report
(HLAQ
summary)
for
every
participating
authority/facility/venue as standard, at two different stages in the timetable
(depending on when data is submitted). The PI standings reports detail the
actual data submitted by the authority/facility/venue; relative to the highest,
lowest and average data drawn from both the family group and the service
wide data set. This data is then supplemented with positioning information
(i.e. rank within both the family group and the service wide data set) and the
top quartile and ten percentile scores for both the family group and the
service wide data set.
The first PI standings report is produced and sent out with the performance
reports to all members who submit data and meet the autumn deadlines.
An updated version is re-issued to all participating members with the
production of the second batch performance reports and includes all data
24
submitted after the initial autumn deadline. This ensures that all
participating members have the latest, complete set of data for their service
area at the close of the benchmarking year.
Note: you can request an electronic copy of your PI standings report
(free of charge) at any stage in the timetable, by contacting Emma
Nolan at the APSE office.
2.1.4 Data tables
The data tables (which show the full data outputs from the performance
report graphs and position each participant by PIN) are available to
download in Microsoft Excel format, from the PN website. Details of how to
access the PN website are given in section 1.4. For further information,
please contact Cheryl Walker at the APSE office.
2.1.5 Family group profile information
The family group profile data (which contain a wide range of supporting
data and information on the service/facility/venues which have participated
in the model) are available to download as an Adobe PDF, from the PN
website. Details of how to access the PN website are given in section 1.4.
For further information, please contact Cheryl Walker at the APSE office.
2.1.6 Summary Reports
Performance Networks produces a summary report (by service area) of all
data submitted throughout the year for every member, regardless of
participation as part of its standard service. The summary reports contain an
overview of the data ranges (highest, lowest and average) for each
performance indicator, across the standard family groups; by service area.
This also includes the number of participants in each group and enables the
range of performance to be assessed and compared. Top quartile marks for
each performance indicator are included based on the full data set for the
year (where they are appropriate to the indicator).
The summary report includes both the first and second deadline data
submissions and so details the complete Performance Networks data sets for
each service area. The report also takes into account corrections (made via
error checking or the introduction of a parameter to cap the data in terms of
the highest and lowest actual that is considered acceptable within each
indicator, for each service area). This means that in many cases, the revised
range of data could differ from that shown in the original performance
reports issued in autumn 2007.
25
2.2 Performance indicators
2.2.1 Evaluating the indicators
All performance information in the annually produced Performance
Networks reports, relates to the financial year 2006/07. Where an authority is
unable to provide a complete set of data, they are included where it is
possible to do so; but are excluded from the particular indicator where the
data is unavailable. For this reason, the number of participants may vary
from indicator to indicator within the same report.
Please note the following guidance, when interpreting Performance
Networks data:
Caution needs to be exercised when reaching conclusions on the basis
of any single indicator.
The indicators are best viewed collectively and in relation to the suite
of performance indicators from which they originate.
The indicators should also be viewed as a collective suite across other
Performance Networks service areas.
There may be a notable variance in some performance information.
Every unusual data return is checked (as part of the validation process)
by the relevant Principal Advisor; with the authority submitting the
data. If the data is accurate then the Principal Advisor will decide
whether or not it is appropriate to leave the data in the Performance
Networks Reports, or exclude the data by setting an upper or lower
parameter.
Performance should be assessed with reference to the local priorities
and policies of the member.
The ten percentile and top quartile scores contained in the summary
report* and the PI standings reports allow members to set targets for
continuous improvement. This can aid both historical improvement
(comparing year on year performance) and improvement relative to
the performance others with similar defining circumstances.
Note: the ten percentile and top quartile scores are not relevant to all
performance indicators. Similarly it may be advantageous to score
high or low, depending on each performance indicator. A list of
whether a high or low target is preferable is included in the summary
reports.
*The summary reports contain the top quartile scores only.
26
2.3 Best and most improved performers
2.3.1 Best and most improved performers
Performance Networks recognises the achievements of participants via the
annual identification of best and most improved performers across a range
of service areas. This process is automatically initiated by Performance
Networks when a member submits data and participates in the process.
The best and most improved performer selection process is based on a fluid
methodology which is adapted to meet the requirements of each service
area. Members are consulted on this process and given the opportunity to
input at various stages. This process is managed by the service area working
groups, with the guidance of the Principal Advisors.
The participating authorities (or facilities and venues in the case of sports &
leisure facility management and civic, cultural & community venues) that are
announced as best and most improved performers at the end of the data
collection period in November, are subject to rigorous data validation checks
and scrutiny; as detailed in section 3.1. A variety of other information is also
considered (such as inspection reports and scores). These participants are
eligible for an overall best and most improved performer award at the
Performance Networks working seminar on 6/7 December 2007 and are
published in the executive summaries of the relevant performance reports.
The best and most improved performer scores are assessed again in March
after all the data submissions for the year have been received and processed.
A revised list of best and most improved is published in the executive
summaries of the relevant summary reports, although no further
triangulation with inspection reports or scores or extended validation is
conducted.
2.3.2 Best and most improved performer awards, 2007
The Performance Networks annual awards ceremony recognised eleven
authorities/facilities/venues as overall best performers and ten
authorities/facilities/venues as overall most improved performers in their
service areas.
The awards cover the following areas:
Building cleaning
Building maintenance & management (housing & non-housing)
Civic, cultural & community venues
Education catering
Highways & winter maintenance
Parks, open spaces & horticultural services
Refuse collection
Sports & leisure facility management
Street cleansing
Street lighting
Transport operations & vehicle maintenance*
*Best performer award only.
Performance Networks will endeavour to introduce more best and most
improved performer awards in the future, where appropriate.
27
2.4 Confidentiality Agreement
APSE employs a series of default terms and conditions of contract in the
confidentiality agreement (which is a condition of membership).
The confidentiality agreement authorises Performance Networks to reveal
the PIN identity of members automatically and by default; unless they have
opted out of this process by contacting APSE in writing. If no participating
authorities have opted out, then Performance Networks will publish the
identity of each participating authority at the start of the performance
reports.
By opting out, members can prevent their identity and contact details from
appearing in the performance report. This will not affect their participation
or inclusion in any performance indicators or any other aspect of the
Performance Networks data and outputs. Performance Networks will not
reveal the identity of members beyond the Performance Networks caucus
without prior written consent in either circumstance.
Note: if one authority opts out, then Performance Networks will not be
able to identify any authorities within that comparator group in order
to fully respect their privacy (as otherwise the authority would be
revealed by default).
A copy of the Confidentiality Agreement is included as an appendix, in
section 4.2.
28
2.5 Additional reports and services
APSE Performance Networks has recently expanded the range of standard (free) additional data analysis and comparison available to members.
2.5.1 Standard Membership Services 2007
Standard Analysis
1
2 x copies of performance report*
2
2 x copies of summary report
3
Set of PI’s as Excel data tables*
4
3 x copy of PI standings report*
5
Participation in customer satisfaction survey*
6
Participation in Sports & Leisure CPA user
profile/satisfaction survey**
Report status
Submit data
Registered member
On request
Submit data
On request
On request
*Performance Networks processes up to 15 facilities/venues at no additional charge for Sports & Leisure Facility Management; Civic,
Cultural & Community Venues and Other (Civic & Commercial) Catering.
2.5.2 Free Additional Analysis 2007
Additional copies of a standard analysis
7
Additional copy of FG performance report***
8
Additional copy of summary report
9
Additional copy of PI standing report
Bespoke analysis
10
Non-standard comparator grouping (first copy)***
11
12
13
Each additional report copy thereafter
Non-standard data set as Excel data tables***
Year-on-year trend analysis (selected PI’s)
Report status
On request
On request
On request
Free copies
2 per service
2 per service
Unlimited
Additional fee thereafter
£33 per report
£33 per report
On request/other
comparator data submitted
On request
On request
On request
1 per service
£80 per report
(new/backdated data)
£33 per report
£33 per report
1 per service
1 per
service/facility
£80 per service/facility
£33 per additional copy
29
14
15
Prospex GIS analysis
Secondary driver outputs****
Average HH income by drive time catchment*****
On request
On request
1 complete set per
authority/facility
£33 per additional set
***All service areas except transport operations & vehicle maintenance.
****Standard secondary driver calculation outputs are for refuse collection; street cleansing and parks, open spaces & horticultural services
only.
*****Average household income by drive time catchment calculation outputs are for sports & leisure facility management and civic,
cultural & community venues only.
All Prospex analysis can be tailored to individual requirements. Please contact Prina Mistry for further information.
2.5.3 Chargeable Additional Analysis 2007
Transport operations & vehicle maintenance
analysis
15
Additional copy of personalised Transport
performance report (includes data tables)
16
Non-standard comparator grouping (Transport), first
copy (excludes data tables printed on the back)
Non-timetable/backdated data processing
17
New data/backdated data/non timetable data
processing (first copy report)
18
Backdated copy of PI standings report (where not
previously produced)
Administrative fee
Copy restriction
£80 per report
£105
£80
Additional copy fee
1 per service
£55 per report
£80
£33 per report
£80
Free
Note: we reserve the right to make an administrative charge, at our own discretion to cover basic production costs.
APSE will prioritise work produced as part of the standard performance networks production timetable. You will be kept informed if this
creates a delay in the production of free/chargeable additional reports and services.
Points 21-22 are available via the consultancy arm of APSE, the Best Value Consultancy (BVC).
30
3.1 Data Checking and Validation
APSE Performance Networks has introduced a comprehensive series of
checks to improve the validity of the data and the data collection process.
These include:
3.1.1 Electronic data queries
Electronic data queries are raised directly from the Performance Networks
database. Any extreme, incomplete or unusual data returns are checked
with the person completing the data submission; for possible errors,
misinterpretation or data corruption.
3.1.2 Range parameters
A series of upper and lower parameters are set on an annual basis by the
Principal Advisors for each performance indicator. This identifies a minimum
and maximum data range which the data calculations for each performance
indicator must fall within; or that particular piece of data is excluded from the
performance and summary reports.
Any performance indicator data which does fall outside this range is flagged
and checked manually by the relevant Principal Advisor with the authority
submitting the data. If the data is accurate then the Principal Advisor will
decide whether or not it is appropriate to leave the data in the reports by
raising or lowering the upper or lower parameter.
3.1.3 Exclusion reports
Performance Networks also runs checks to identify any participants who will
be excluded from either an individual performance indicator report (due to a
relevant piece of data being missing) or from a substantial proportion of the
model, due to one of the files not having been received. In some cases, this
can be due to an error or oversight. If this is due to some pieces of data
being unavailable, Performance Networks will usually process as much data
as possible.
3.1.4 Validator training
Performance Networks holds a series of validator training sessions, to train
members who have volunteered to get involved in peer support and/or the
data validation process. No prior experience is needed for a member to
become a validator; as full training in the Performance Networks process and
in mentoring and coaching skills is provided by Jan Mazzone, Principal
Trainer for APSE's Lifelong Learning & Development training arm.
Performance Networks holds several training sessions throughout the
summer to give members the opportunity to get involved. Please refer to
section 4.1 of the appendices, for details of this year’s dates.
Training is tiered on two levels for the novice and experienced validators and
all participants will receive a certificate confirming the training they have
received and their status as either an APSE approved validator or an APSE
approved advanced validator, respectively. Validators are able to register
their interest in participating at different stages in the data validation
process.
3.1.5 Performance Networks data validation meetings
Performance Networks holds a series of data validation meetings, to check
the integrity of the data. This involves a day of data checks per service area,
31
by a group of validators and the relevant Principal Advisor. The validation
checks involve data checking over the phone and/or via email prior to the
performance reports being finalised; using the draft performance indicator
standings reports and the Performance Networks data submitted to the
relevant database.
3.1.6 Best and most improved performer on site
validations
Performance Networks has a final stage in the data checking and validation
process, which involves an on site visit from a trained Performance Networks
validator or an APSE member of staff. The data submissions of the top
authorities/facilities/venues in the best and most improved performer
shortlist are checked; in order to confirm the accuracy of the data.
Subject to a satisfactory validation, the top data submissions become finalists
and are eligible for a best or most improved performer award at the
Performance Networks working seminar in December.
32
3.2 Customer satisfaction surveys
3.2.1 Introduction and methodology
In addition to the main data collection exercise, Performance Networks
facilitates and processes an optional customer satisfaction survey on request,
as part of the standard service. This comprises a series of questions which
members are able to add their own, locally defined questions to, if required.
Performance Networks will analyse the completed responses on your behalf
at no additional cost (including the locally defined questions) and will
provide a summary of responses.
The weighted customer satisfaction survey findings (using the standard
questions only) also feed in to a customer satisfaction performance indicator.
This is available for the following service areas:
Building cleaning
Building maintenance & management (non-housing only)
Civic, cultural & community venues
Education catering
Highways & winter maintenance
Parks, open spaces & horticultural services
Refuse collection
Security
Sports & leisure facility management*
Street cleansing
Street lighting
Transport operations & vehicle maintenance
Welfare (meals on wheels) catering
The methodology works on the basis of establishing what is important to the
client, customer or stakeholder in several key areas (unique to each service
area). This importance rating is then weighted relative to their actual level of
satisfaction in terms of how well they think the service has performed. For
full details of the customer satisfaction weighting and scoring process,
please contact Alex Kent or Cheryl Walker at the APSE office.
*A CPA user profile and satisfaction survey is also available for sports &
leisure facility management. Please refer to the CPA toolkit for further
information or contact Alex Kent or Cheryl Walker at the APSE office.
3.2.2 Standard sample sizes
The recommended sample size for the customer satisfaction surveys where
members of the public are being surveyed is between 150 and 200
respondents; this should be drawn from the members of the public who
could be identified as customers. This sample size could vary substantially
from service area to service area however and in the case of service areas
where clients or stakeholders are being surveyed, then this is largely
dependent on how many clients or stakeholders the service area has,
although authorities should aim to survey all their clients or stakeholders
where possible.
Note: a different set of guidelines apply to the CPA user profile and
satisfaction survey for sports & leisure facility management. Please
33
refer to the CPA toolkit for further information or contact Alex Kent or
Cheryl Walker at the APSE office.
3.2.3 How to participate in the customer satisfaction
survey
If you would like to participate in the customer satisfaction surveys, please
print the relevant number of customer satisfaction surveys (available
electronically on the CD supplied with this manual, or downloadable via the
secure Performance Networks members only portal on the APSE website).
You should copy the survey to the required quantity for distribution
amongst the customers, clients or stakeholders or of your service area. A
copy of the standard survey form questions is also included in the relevant
management manual for information.
Note: a different set of guidelines apply to the CPA user profile and
satisfaction survey for sports & leisure facility management. Please
refer to the CPA toolkit for further information or contact Alex Kent or
Cheryl Walker at the APSE office.
3.2.4 Customising the standard customer satisfaction
survey and CPA user profile/satisfaction survey
Performance Networks does have the facility for members to add their own,
locally defined questions to the standard customer satisfaction survey and
the CPA user profile/satisfaction survey.
IQ Software Systems process the survey returns on APSE’s behalf. The survey
forms are designed using specialist optical mark recognition software, so it is
important that members do not edit the forms themselves, as the software
would be unable to recognise the completed forms. For further information,
please contact Julia Wareham at IQ Software Systems.
34
4.1 Terms and conditions of performance
networks membership
As members of the Association for Public Service Excellence ("APSE")
Performance Networks (referred to in this section as "We", or "Performance
Networks"), each member (referred to in this section as "You" or a "member")
shall comply with the following terms and conditions as a requirement of
membership of and participation in Performance Networks.
4.1.1 Membership and PINs
4.1.1.1 PIN
Your PIN code will be revealed to other Performance Network members
automatically and by default unless you choose to opt out by marking the
box on the application form, or by contacting APSE in writing, stating that
you would like to opt out of releasing your PIN code.
4.1.1.2 Not opting out
By not opting out, you automatically authorise APSE to release your PIN
code, the identity of your Authority and contact details to other Performance
Networks members. APSE will also publish both your PIN code and your
local authority identity in a separate page at the front of the Performance
Reports.
4.1.1.3 Opting out
If a member contacts APSE to opt out of releasing their PIN code(s), we will
not be able to identify the PIN code(s) of other members in Performance
Reports which include the member who has opted out in order to maintain
the confidentiality of the identity of the member opting out.
4.1.1.4 PIN codes and authority references
The authority reference and PIN codes of each member of Performance
Networks are confidential. Members are not permitted to disclose and shall
not disclose their own or any other member's authority reference or PIN
code(s) to any person outside of the Performance Networks membership
without the consent of APSE and the other member(s) concerned. APSE will
not disclose the authority reference or PIN code(s) of any member to any
person outside of the Performance Networks membership without the
consent of the member concerned.
4.1.2 Intellectual property rights
4.1.2.1 Trademarks
"APSE Performance Networks" is a registered trade mark. Members are not
permitted to use this trademark without the prior consent of APSE.
4.1.2.2 Other intellectual property
Intellectual property rights, including but not limited to trade marks
(registered and unregistered), database rights, copyright and design rights in
all Performance Networks materials (including but not limited to the
Performance Networks Web Portal, promotional literature, manuals, CDs,
data collection and submission templates, spreadsheets, reports, documents,
know-how and any other material generated or produced by or on behalf of
35
APSE in relation to Performance Networks in any media including
information available through the Performance Networks Web Portal)
("Performance Networks Material") and data including performance
indicators, performance indicator data and outputs, data sets and tables,
profile data and/or related data generated or produced by or on behalf of
APSE in relation to Performance Networks in any media including data
available through the Performance Networks Web Portal ("Performance
Network Data") are owned by APSE together with all or any goodwill relating
thererto. In submitting data to APSE, members agree that all rights in the
data once submitted, including database rights and copyright is owned by
APSE. To the extent that legal ownership in any such intellectual property
rights cannot effectively be assigned by these terms and conditions, the
members hereby agree that they shall hold any such intellectual property
rights in data submitted and to be submitted on trust for APSE and agree to
execute all and any assignment documents or do all or any such thing as is
reasonably required by APSE to perfect the assignment of the intellectual
property rights to it.
4.1.2.5 Licence
Subject to the restrictions set out below, APSE hereby grants each member a
non-exclusive licence to use Performance Networks Materials and the
Performance Network Data for the duration of membership to the extent
necessary to receive the Performance Network services and to participate in
Performance Networks.
4.1.2.6 Restrictions
The Licence granted to members above is subject to the following
restrictions:
Members are only permitted to use Performance Networks Materials
and Performance Networks Data for their own internal, noncommercial business purposes;
Performance Networks Materials and Performance Networks Data may
only be used by the member, its officers and employees;
Members shall not publish, copy, reproduce, broadcast, distribute or
disseminate any Performance Network Materials or Performance
Networks Data externally (which includes but is not limited to
newspapers, press releases, articles or websites) without the prior
written consent of APSE;
Members may publish, copy, reproduce, broadcast, distribute and
disseminate Performance Network Materials and Performance
Networks Data internally within the member's organisation provided
that the material and/or data is reproduced accurately, identifies the
source of the information and contains an acknowledgement that the
intellectual property rights in the material and/or data is owned by
APSE;
Members are not permitted to disclose Performance Network Materials
or Performance Networks Data to any third parties which includes by
way of example but is not limited to private or public sector
consultants advising or acting on behalf of a member, contractors and
any other non-members without the prior written consent of APSE;
36
Members may use and distribute Performance Networks Data within
the context of internal and/or best value reviews and for reports or
committee papers provided that data relating to other members is
anonymised;
Members may not disclose Confidential Information (as defined
below).
4.1.3 Confidentiality
4.1.3.1 Confidential information
Confidential Information means information that ought to be considered as
confidential (however it is conveyed or on whatever media it is stored) and
may include information whose disclosure would or would be likely to
prejudice the commercial interests of any person, or which would or would
be likely to prejudice trade secrets, intellectual property rights and/or the
know how of APSE and/or members of Performance Networks.
For the avoidance of doubt Confidential Information includes:
4.1.3.1.1 Performance Network Data to the extent that it relates to members
of Performance Networks other than you;
4.1.3.1.2 The Performance Network database;
4.1.3.1.3 The authority reference and PIN codes of members to the extent this
would reveal the identity of any members, including you; and/or
4.1.3.1.4 Information disclosed by other members in Performance Network
meetings which ought to be considered confidential.
4.1.3.2 Use and disclosure of confidential information
APSE and you (together "the parties") shall keep confidential all Confidential
Information relating to Performance Networks and shall use all reasonable
endeavours to prevent their employees and any third parties authorised by
APSE in accordance with these terms and conditions from making any
disclosure to any person of any such Confidential Information unless the
disclosure is permitted below.
4.1.3.3 Permitted disclosures
Either party may disclose Confidential Information where:
Any disclosure of information is reasonably required by any person
engaged by APSE in the performance of the Performance Networks
service;
A party can demonstrate the information is already or becomes
generally available and in the public domain otherwise than as a result
of a breach of these terms and conditions;
any disclosure is required pursuant to any statutory, legal (including
any order of a court of competent jurisdiction) or Parliamentary
obligation placed upon the party making the disclosure or the rules of
any governmental or regulatory authority having the force of law or if
not having the force of law, compliance with which is in accordance
with the general practice of persons subject to the governmental or
regulatory authority concerned provided that the party whose
37
confidential information is to be disclosed shall be promptly informed
by the recipient of the confidential information of such requirement to
release the confidential information and shall have an opportunity to
make representations to the court, Parliament, governmental or
regulatory authority to limit such disclosure which shall include
without limitation the seeking of a protective order;
The information is already lawfully in the possession of the receiving
party, prior to its disclosure by the disclosing party;
Any disclosure is required for the purpose of:
a. The examination and certification of a member's accounts;
b. Any examination pursuant to the Audit Commission Act 1998 of
the economy, efficiency and effectiveness with which a member
has used its resources; and/or
c. Compliance by a member with the Freedom of Information Act
2000 and/or the Environmental Information Regulations 2004.
For the avoidance of doubt, this paragraph 4.1.3.3 shall not permit disclosure
of Confidential Information otherwise prohibited under paragraph 4.1.3.2
above where that information is exempt from disclosure under sections 41
and/or 43 of the Freedom of Information Act 2000 or Regulation 12(5)(e) or
12 (5)(f) of the Environmental Information Regulations 2004.
4.1.4 Termination
4.1.4.1 Subscription period
Membership of and participation in Performance Networks is subject to
payment by each member of the annual subscription as notified to you by
APSE in June of each subscription year. A subscription year runs from April
to April. Annual subscriptions are non-refundable.
4.1.4.2 Termination - General
If you wish to terminate your membership of Performance Networks for any
reason other than breach you must give 3 months notice in writing to APSE.
4.1.4.3 Termination in the event of breach
In the event of a breach by you of these terms and conditions, APSE reserves
the right to suspend or terminate your membership and/or participation in
Performance Networks by providing written notice of the breach.
In the case of a breach of the terms and conditions of membership which is
not capable of remedy, such notice of termination shall have immediate
effect.
In the case of a breach of the terms and conditions of membership which is
capable of remedy, such notice of termination shall be effective if such
breach is not remedied by you within 14 days of receipt of the notice of
termination.
In the event of a breach by APSE of these terms and conditions, you may
terminate your membership by providing APSE with written notice of the
breach. In the case of a breach of the terms and conditions by APSE which is
not capable of remedy, such notice of termination shall have immediate
effect. In the case of a breach which is capable of remedy, such notice of
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termination shall be effective if such breach is not remedied by APSE within
14 days of receipt of the notice of termination.
4.1.5 Limitations
4.1.5.1 Disclaimer
Although APSE has taken care in the compilation of the Performance
Networks Material and the Performance Networks Data, no representation or
warranty is given that such material or data is accurate, complete, up to date
or error free. Although all reasonable endeavours will be made to correct
any errors brought to APSE's attention, the use of Performance Networks
Material and Performance Networks Data is at your sole discretion and risk.
4.1.5.2 Liability
The total aggregate liability of APSE in respect of all claims, losses or
damages, whether arising from tort (including negligence), breach of
contract or otherwise under or in connection with these terms and
conditions (but excluding liability for death or personal injury caused by
negligence, liability for fraud and/or breach of statutory duty) shall in no
event exceed the annual subscription fee paid by you for the current
subscription year.
4.1.6 Privacy Policy
4.1.6.1 Privacy Policy
This policy sets out the basis on which any personal data we collect from you
or your employees or that you or your employees provide to us, will be
processed by us. For the purpose of the Data Protection Act 1998 (“the Act”),
the data controller is the Association for Public Service Excellence.
4.1.6.2 Data Protection
APSE as data controller complies with the Act and its relevant subordinate
legislation. Individuals can request a copy of the personal information we
hold about them for which a statutory fee of £10 may be payable. You can
also ask us to make any necessary changes to the personal information that
we hold to ensure that it is accurate.
4.1.6.3 Information we may collect from you and why
We will collect personal information when your employees respond to
requests to submit personal information through our Portal, when you sign
up to become a member of Performance Networks and provide us with
employee contact details or when you otherwise provide us with personal
information.
If you contact us, we may keep a record of that
correspondence.
We will use the personal information supplied by you and your employees to
keep a record of the services you have subscribed to and to deliver services
you may have requested including in the case of employee contact details,
for the purposes of facilitating networking and the sharing of performance
data amongst members of Performance Networks. Contact details will also
be included in the contacts page in Performance Reports. We may also
provide you with information; products or services which we feel may
interest you and notify you about changes to our services.
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4.1.6.4 Disclosure of personal information
We will only supply personal information to another person or organisation
where we need to share the information to provide a product or service you
have requested or in order to comply with any legal obligation.
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Association for Public Service Excellence
2nd floor Washbrook House
Lancastrian Office Centre
Talbot Road, Old Trafford
Manchester M32 0FP
telephone: 0161 772 1810 fax: 0161 772 1811
email: [email protected] web: www.apse.org.uk