FMG Support Ltd Published: 09/10/2013 Page: 1 of 15

Transcription

1 ly Service Performance Report (1 st September to 30 th September) Page: 1 of 15

2 Contents Section Description Page No. Section 1 Document Control 3 Summary Section 2 Section 3 Vehicles Commentary Removal Analysis Vehicle Type Removal Powers Vehicle Recovery Operators 4 6 Section 4 Incidents Vehicle Type Removal Reason Charges Attendance Times Section 5 Cancelled Incidents 13 Control Centre Section 6 Call Volumes Call Performance Section 7 Complaints Page: 2 of 15

3 Section 1 Document Control Document Title ly Service Performance Report Author Owner Distribution Document Status Final Version Date Description Author Draft Formatting V1 9 th October 2013 First Draft V2 Second Draft V3 Third Draft V4 Fourth Draft Final 9 th October 2013 Final Name Role Sign Off Content & Quality Editor Content Author Name Signature Date of Issue Version 9 th October 2013 Final Page: 3 of 15

4 Section 2 Summary 2.1 Vehicles The data in this table covers the number of requests for vehicle recovery, by removal reason, over the period. All cumulative figures have been re-set to the beginning of the calendar year. Removal Reason Current % Previous Trend Cumulative % Abandoned 9 2% % Anti-social use 3 1% % Breakdown 12 3% % Burnt Out 8 2% % Customs Seizure 1 0% 0 1 0% Obstruction / Danger 11 3% % Operation Deplore 20 5% % Other 2 0% % Out Of Force Recovery 0 0% 0 0 0% Owners Request 23 5% % PACE / Crime 48 11% % PG9 Unroadworthy 1 0% 1 9 0% Police Vehicle Recovery 8 2% % Police Vehicle Repair 2 0% 0 9 0% Police Vehicle Transfer 7 2% % Property 0 0% % RTC % % RTC (Life Altering) 9 2% % Sensitive Recovery 0 0% % Stolen 39 9% % Uninsured 65 15% % Uninsured & Unlicensed 13 3% % Unlicensed 12 3% % TOTAL % % Page: 4 of 15

5 2.2 Commentary Total figures for removal requests are virtually the same as in August this month. Attendance Times: The performance figure for the 45% minute attendance time is at 93% this month and well above the 85% required by the contract. We are now excluding Deferred Recoveries from these figures for example when police request a recovery at some scheduled time in the future pending conducting scene examinations or to give a burnt-out vehicle time to be dealt with and to cool down. All recovery operators except Hesletons and NWR, Llandudno achieved the 85% target. NWR, Llandudno were involved in a large police operation in the month which inflated their attendance figures. The total average attendance time was 24 minutes. The 30 minutes attendance time for the prescribed roads was met on 85% and 89% of occasions, with average attendance times of 21 minutes (A55) and 20 minutes (A483). Cancelled Incidents: There were 16 cancelled incidents recorded this month. Control Centre: Call answering overall continues to exceed the grade of service set by FMG Support Average answering time is 9 seconds this month. Average call duration for all forces is again 3 minutes 25 seconds this month. Incident allocation time for North Wales has risen this month to 3 minutes 58 seconds. North Wales Recovery: North Wales Recovery re-located their depot at Conwy to Llandudno Junction on 26 th June Figures have been combined for both depots as North Wales Recovery, Llandudno. Page: 5 of 15

6 Section 3 Removal Analysis 3.1 Vehicle Type Vehicle Type Current % Previous Trend Cumulative % Motorcycle / Scooter 35 8% % Car % % Small Van / Car Derived Van 11 3% % Medium Van (<2.5t) 14 3% % Large Van (2.6t to 4.0t) 9 2% % Long Wheel Base (4.0) 5 1% % Commercial (4.1t to 7.5t) 6 1% % Commercial (7.6t to 18t) 2 0% % Commercial (18t to 24t) 1 0% 0 9 0% Commercial (> 24t) 3 1% % Trailer (Light) 1 0% % Trailer (Heavy) 0 0% 0 2 0% Other (Light) 5 1% % Other (Heavy) 1 0% 3 4 0% TOTAL % % Page: 6 of 15

7 3.2 Removal Powers This table now reports upon the true removal power, i.e. after any amendments by the PVRLO when inappropriate powers were initially reported by the police control room or OIC. This will more accurately mirror the financial statement, although there could always be a lag in any amendments. PACE/CRIME PAID. This is to cater for occasions when an amount equal to the statutory fee is collected for a removal reported as PACE/CRIME and usually occurs out of hours when the PVRLO is unavailable, or when an insurance or finance company is involved. Removal Power Current % Previous Trend Cumulative % Ambulance 0 0% 0 0 0% CUMBRIA PACE 0 0% 0 0 0% Customs Seizure 1 0% 0 1 0% Operation Deplore (DVLA Seizure) 19 4% % Owners Request 17 4% % PACE/CRIME 54 13% % PACE/CRIME - PAID 0 0% 1 8 0% Police Vehicle 17 4% % Section 165A 87 20% % Section % % Section % % Section 99(Life Altering) 8 2% % TOTAL % % Page: 7 of 15

8 Section 4 Vehicle Recovery Operators 4.1 Volumes Recovery Operator Volumes Current % Previous Trend Cumulative % 24/7 Rescue & Recovery 77 18% % Gwalia Recovery 54 13% % Hardys Recovery 13 3% % HK Motors 85 20% % Kenrick Motors 13 3% % Moduron Maethlu Motors 41 10% % North Wales Recovery - Llandudno 74 17% % North Wales Recovery - St Asaph 52 12% % Roberts & Thomas 10 2% % W Hesleton Recovery 9 2% % TOTAL % % 4.2 Vehicle Type Recovery Operator Vehicle Type 24/7 Rescue & Recovery Gwalia Recovery Hardys Recovery H K Motors Kenrick Motors Moduron Maethlu Motors North Wales Recovery - Llandudno North Wales Recovery - St Asaph Motorcycle / Scooter 0 Car 0 Small Van / Car Derived Van 0 Medium Van (<2.5t) 0 Large Van (2.6t to 4.0t) 0 Long Wheel Base (4.0t) 0 Commercial (4.1t to 7.5t) 0 Commercial (7.6t to 18t) Data available on request 0 Commercial (18t to 24t) 0 Commercial (> 24t) 0 Trailer (Light) 0 Trailer (Heavy) 0 Other (Light) 0 Other (Heavy) 0 TOTAL Roberts & Thomas W Hesleton Recovery TOTAL Page: 8 of 15

9 4.3 Removal Reason Recovery Operator Removal Reason 24/7 Rescue & Recovery Gwalia Recovery Hardys Recovery Abandoned 0 Ambulance 0 Anti-social use 0 Breakdown 0 Burnt Out 0 Local Authority Removal 0 Obstruction / Danger 0 Operation Deplore 0 Other 0 Out Of Force Recovery 0 Owners Request Data available on request 0 PACE / Crime 0 PG9 Unroadworthy 0 Police Vehicle Recovery 0 Police Vehicle Repair 0 Police Vehicle Transfer 0 Property 0 RTC 0 RTC (Life Altering) 0 Sensitive Recovery 0 Stolen 0 Uninsured 0 Uninsured & Unlicensed 0 Unlicensed 0 H K Motors TOTAL Kenrick Motors Moduron Maethlu Motors North Wales Recovery - Llandudno North Wales Recovery - St Asaph Roberts & Thomas W Hesleton Recovery TOTAL Page: 9 of 15

10 May Charges Note: The above table only relates to vehicles recovered under statutory charges. Recovery Operator Removal Reason Code CHARGE 24/7 Rescue & Recovery Gwalia Recovery Hardys Recovery H K Motors Kenrick Motors Moduron Maethlu Motors N.W.R. - Llandudno N.W.R. - St Asaph Roberts & Thomas W Hesleton Recovery TOTAL % < 3.5 Tonnes Motorcycle A #DIV/0! On Road - Upright A #DIV/0! On Road - Not Upright / Damaged B #DIV/0! Off Road - Upright C #DIV/0! Off Road - Not Upright / Damaged D #DIV/0! > 3.5 Tonnes < 7.5 Tonnes On Road - Upright A #DIV/0! On Road - Not Upright / Damaged B #DIV/0! Off Road - Upright C #DIV/0! Off Road - Not Upright / Damaged D #DIV/0! > 7.5 Tonnes < 18 Tonnes On Road - Upright - Unladen A #DIV/0! On Road - Not Upright / Damaged - Unladen B3 2,000 0 #DIV/0! Off Road - Upright - Unladen C3 1,000 0 #DIV/0! Off Road - Not Upright / Damaged - Unladen D3 3,000 Data available on request 0 #DIV/0! On Road - Upright - Laden A #DIV/0! On Road - Not Upright / Damaged - Laden B4 3,000 0 #DIV/0! Off Road - Upright - Laden C4 1,500 0 #DIV/0! Off Road - Not Upright / Damaged - Laden D4 4,500 0 #DIV/0! > 18 Tonnes On Road - Upright - Unladen A #DIV/0! On Road - Not Upright / Damaged - Unladen B5 3,000 0 #DIV/0! Off Road - Upright - Unladen C5 1,500 0 #DIV/0! Off Road - Not Upright / Damaged - Unladen D5 4,500 0 #DIV/0! On Road - Upright - Laden A #DIV/0! On Road - Not Upright / Damaged - Laden B6 4,500 0 #DIV/0! Off Road - Upright - Laden C6 2,000 0 #DIV/0! Off Road - Not Upright / Damaged - Laden D6 6,000 0 #DIV/0! TOTAL #DIV/0! ` Page 10 of 15

11 4.5 Attendance Times The attendance times quoted are from acceptance of the job on receipt of the call from the FMG Control Room to attendance by the Vehicle Recovery Operator. These figures exclude cancelled jobs (that have no attendance times), deferred recoveries and those where spurious figures resulted. Recovery Operator Attendance Total Under 30 Minutes Under 45 Minutes No. No. % No. % Average Time 24/7 Rescue & Recovery % 71 99% 22 mins Gwalia Recovery % 48 94% 24 mins Hardys Recovery % 10 91% 26 mins HK Motors % % 20 mins Kenrick Motors % 7 100% 29 mins Moduron Maethlu Motors % 40 98% 22 mins North Wales Recovery - Llandudno % 48 77% 31 mins North Wales Recovery - St Asaph % 48 98% 24 mins Roberts & Thomas % 9 100% 22 mins W Hesleton Recovery % 2 25% 42 mins TOTAL % % 24 mins The attendance times for the prescribed roads are as follows. These are all incidents attended and do not include cancelled or deferred jobs. Road Total Under 30 Minutes Over 30 Minutes No. No. % No. % Average Time A % 6 15% 21 mins A % 1 11% 20 mins The attendance times were in the following bands. Road Under 30 mins mins mins mins > 45 mins A A Page 11 of 15

12 Recovery Operator Attendance Apr May June July Aug Sep Under 45 Minutes % % % % % % 24/7 Rescue & Recovery 97% 99% 98% 100% 96% 99% Gwalia Recovery 94% 95% 95% 95% 92% 94% Hardys Recovery 100% 87% 90% 79% 87% 91% HK Motors 100% 99% 100% 100% 100% 100% Kenrick Motors 100% 100% 100% 100% 91% 100% Moduron Maethlu Motors 100% 97% 97% 95% 91% 98% North Wales Recovery - Llandudno 100% 100% 100% 98% 100% 77% North Wales Recovery - St Asaph 100% 97% 100% 92% 94% 98% Roberts & Thomas 100% 89% 100% 100% 89% 100% W Hesleton Recovery 78% 67% 78% 20% 64% 25% TOTAL 98% 97% 98% 95% 93% 93% Page 12 of 15

13 Section 5 Cancelled Incidents 5.1 Cancelled Incidents Cancelled Incidents (Aborted) Current Previous Cumulative 24/7 Rescue & Recovery Gwalia Recovery Hardys Recovery HK Motors Kenrick Motors Moduron Maethlu Motors North Wales Recovery - Llandudno North Wales Recovery - St Asaph Roberts & Thomas W Hesleton Recovery TOTAL Section 7 Complaints 7.1 Complaints EID No. Complaint Received Date Complaint Type Incident Date Complaint Status Resolved Date There were no complaints recorded during the month. Page 13 of 15

14 Section 6 Control Centre 6.1 Call Volumes Line Current Previous Trend Cumulative Lancashire 1,240 1,274 11,134 North Wales ,058 Norfolk ,731 Cumbria ,151 Lincolnshire Police Inbound Lines 2,363 2,471 21,092 Police Escalation Police VRO ,596 Police Customer Other TOTAL 2,550 2,672 22, Call Performance Line Calls % Answered GOS < 20 Seconds * Abandon % Abandon Lancashire 1, % 88.9% % North Wales % 95.2% % Norfolk % 94.5% % Cumbria % 94.8% % Lincolnshire % 100.0% % Police Inbound Lines 2, Police Escalation % 88.9% % Police VRO % 93.6% % Police Customer % 100.0% 3 0.0% Other % 0.0% - 0.0% TOTAL 2, % 94.3% % *The grade of service figures is for those calls answered. I.e. after taking off the number of abandoned calls as quoted in the table. The average answering time for the month was 9 seconds. Page 14 of 15

15 The following table shows the total duration of all calls for all forces between FMG Support and the Police Control Centre. All Police Inbound Lines Calls Average Call Duration Trend September ,360 3 mins 16 secs October ,539 3 mins 15 secs November ,834 3 mins 32 secs December ,767 3 mins 24 secs January ,676 3 mins 33 secs February ,410 3 mins 27 secs March ,580 3 mins 26 secs April ,246 3 mins 27 secs May ,444 3 mins 31 secs June ,410 3 mins 24 Secs July ,781 3 mins 27 secs August ,672 3 mins 25 secs 2,550 3 mins 25 secs 6.3 Allocation Time The allocation time is from receipt of call from the Police Control Room to acceptance by the VRO. This includes the call duration with the Police and any call duration with the VRO. Force Calls Average Allocation Time Trend Lancashire 1,240 3 mins 25 secs North Wales mins 58 secs Norfolk mins 38 secs Cumbria mins 11 secs TOTAL 2,345 Page 15 of 15