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Key performance indicator trends

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Dear Canal & River Trust,

I note that your Annual Report references "key performance indicators" which are shared with your Trustees for the purposes of evaluating and improving performance. However, I was unable to find a collated list of these KPIs in this Report.

Please could the Canal & River Trust provide me with the following?

- A list of the KPIs, definitions and data sources
- Data concerning the levels of each of these KPIs from 2012 - 2021
- Any reports investigating reasons for changes in the KPIs

I look forward to hearing from you soon.

Yours faithfully,
Joshua Cole

Information Request, Canal & River Trust

Dear Joshua,

Request Reference: FOI 119/21

Thank you for your request for information

I can confirm this request was received on 22/07/2021 and I am dealing with it in accordance with the Freedom of Information Act 2000. Under the terms of the Act you are entitled to a response within 20 working days of receipt.

If for any reason we are unable to meet this deadline we will keep you fully informed of the reasons for this and will tell you when you can expect a response.

In the meantime if you have any queries about this email, please do not hesitate to get in contact. Please remember to quote the reference number above in any future communications.

Kind Regards
Joshua

Joshua Fellows
Information Governance Administrator
Legal & Governance Services

E: [email address]

Canal & River Trust
Canal and River Trust, Aqua House, 20 Lionel Street, Birmingham, B3 1AQ

canalrivertrust.org.uk
Sign up for the Canal & River Trust e-newsletter canalrivertrust.org.uk/newsletter

@canalrivertrust

/canalrivertrust

/canalrivertrust

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Information Request, Canal & River Trust

Dear Joshua Cole,

Thank you for contacting the Canal & River Trust with your request for information. The Trust has treated your request as a request for information under the Freedom of Information Act 2000.

Your Request For Information:

I note that your Annual Report references "key performance indicators" which are shared with your Trustees for the purposes of evaluating and improving performance. However, I was unable to find a collated list of these KPIs in this Report.

Please could the Canal & River Trust provide me with the following?

- A list of the KPIs, definitions and data sources
- Data concerning the levels of each of these KPIs from 2012 – 2021
- Any reports investigating reasons for changes in the KPIs

Response:

1. A list of the KPIs, definitions and data sources

This information is being withheld under the below exemption
Information reasonably accessible to the applicant by other means - Section 21 Of FOI Act

This information is published on the Canal & River Trust website under the meetings section of the website under the Meeting minutes of the broad of Trustees. These meeting minutes contain the Health & Safety Report which contains KPI’s in relation to health and safety the data source for this information is Logincident which is an incident reporting tool used by the Trust. Other KPI’s are also in the meeting minutes of the broad of Trustees under the Chief executives report section with the pages titled “Key Performance Measures and Targets”. Please find a link below to the page were all broad of Trustee meetings are published in the calendar with there corresponding meeting minutes.

https://canalrivertrust.org.uk/meetings

2. Data concerning the levels of each of these KPIs from 2012 – 2021

This information is being withheld under the below exemption
Information reasonably accessible to the applicant by other means - Section 21 Of FOI Act

As previously stated the above information is published on the Trust website under the Meeting minutes of the broad of Trustees you can view all past published meeting minutes on the below link.

https://canalrivertrust.org.uk/meetings

3. Any reports investigating reasons for changes in the KPIs

The information requested is not held by the Canal and River Trust.

If you are dissatisfied with the handling of your request, you have the right to ask for an internal review. Internal review requests should be submitted within two months of the date of this email and should be sent by email to [email address] or by post to Information Governance Team, National Waterways Museum Ellesmere Port, South Pier Road, Ellesmere Port, Cheshire, England, CH65 4FW. You are also able to contact the Information Commissioner by telephoning 0303 123 1113 although please note they would usually expect you to have gone through our internal review procedure before contacting them.

Kind Regards
Joshua

Joshua Fellows
Information Governance Administrator
Legal & Governance Services

E: [email address]

Canal & River Trust
Canal and River Trust, National Waterways Museum Ellesmere Port, South Pier Road, Ellesmere Port, Cheshire, England, CH65 4FW

canalrivertrust.org.uk
Sign up for the Canal & River Trust e-newsletter canalrivertrust.org.uk/newsletter

@canalrivertrust

/canalrivertrust

/canalrivertrust

We understand customers can sometimes become frustrated and we do our best to listen,
understand and help, however from time to time our people experience behaviour which is
unacceptable, and we encourage everyone to speak up when this happens. Threatening or
abusive behaviour will not be tolerated. This includes threats and abuse received directly or
indirectly verbally, in writing, text messages or appearing on social media channels, chat rooms
or other electronic media. The Trust will maintain records of all threatening or abusive behaviour
and where it is appropriate to do so will take immediate action to protect our people to address
threats and abuse from individuals or groups.

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Dear Joshua,

Thank you for your response. Unfortunately, I find it to be lacking in a number of respects and am therefore requesting that you review your response.

Regarding the first part of my query, you have responded with:

"1. A list of the KPIs, definitions and data sources

This information is being withheld under the below exemption
Information reasonably accessible to the applicant by other means - Section 21 Of FOI Act

This information is published on the Canal & River Trust website under the meetings section of the website under the Meeting minutes of the broad of Trustees. These meeting minutes contain the Health & Safety Report which contains KPI’s in relation to health and safety the data source for this information is Logincident which is an incident reporting tool used by the Trust. Other KPI’s are also in the meeting minutes of the broad of Trustees under the Chief executives report section with the pages titled “Key Performance Measures and Targets”. Please find a link below to the page were all broad of Trustee meetings are published in the calendar with there corresponding meeting minutes.

https://canalrivertrust.org.uk/meetings&...

I have looked at a number of examples of the meeting minutes which you have pointed me towards. However, my request asked for a "list of the KPIs, definitions and data sources". The information contained within the meeting minutes is merely a list of your KPIs and does not provide any sort of precise definition or list of the data sources. Please could you provide me with this as per my original request?

The second part of my query has been partially resolved by the link that you have sent. Can you please confirm that the information within the meeting minutes is current and if any of the KPIs have been subject to revisions or adjustments after the publication of the meeting minutes? Would it also be possible to confirm the time period covered by the data within the meeting minutes? For instance, I have open the May 2021 Board Meeting Minutes document which lists the KPIs for March 2021. Should I take this to mean that the figures contained in the table are monthly figures for that particular month, or do they represent some form of rolling total?

The third element of my query asked for "any reports investigating reasons for changes in the KPIs" and you have stated that you do not hold this information. Can you confirm that my understanding is correct and that you do not have any documentation at all investigating reasons for changes in your KPIs from any point in time? I find it extremely surprising that any organisation would measure KPIs without investigating the underlying causes and wanted to check that my understanding is correct.

Yours sincerely,

Joshua

Information Request, Canal & River Trust

Good Evening,

Thank you for your request for an internal review.

I can confirm that the Trust has 20 working days to respond to your request as stipulated by the Freedom of Information Act 2000. I therefore make the deadline the . I shall however endeavour to provide a response sooner than that.

I shall be back in contact should I require any further information from you. Likewise, if you have anything further you wish to raise, and for me to consider, in the handling of your request please let me know as soon as possible.

Kind Regards
Joshua

Joshua Fellows
Information Governance Administrator
Legal & Governance Services

E: [email address]

Canal & River Trust
Canal and River Trust, National Waterways Museum Ellesmere Port, South Pier Road, Ellesmere Port, Cheshire, England, CH65 4FW

canalrivertrust.org.uk
Sign up for the Canal & River Trust e-newsletter canalrivertrust.org.uk/newsletter

@canalrivertrust

/canalrivertrust

/canalrivertrust

We understand customers can sometimes become frustrated and we do our best to listen,
understand and help, however from time to time our people experience behaviour which is
unacceptable, and we encourage everyone to speak up when this happens. Threatening or
abusive behaviour will not be tolerated. This includes threats and abuse received directly or
indirectly verbally, in writing, text messages or appearing on social media channels, chat rooms
or other electronic media. The Trust will maintain records of all threatening or abusive behaviour
and where it is appropriate to do so will take immediate action to protect our people to address
threats and abuse from individuals or groups.

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Dear Joshua,

Thank you for your earlier email. I would like to highlight that the deadline for the internal review has now passed and my request is therefore overdue.

Yours sincerely,

Joshua Cole

Information Request, Canal & River Trust

Dear Mr Cole,

Please accept my apologies, I have recently joined the Trust and have been asked to look in to this internal review request, I did attempt to email you yesterday afternoon but it failed to deliver so I apologise for this.

I understand that your internal review was due a response by yesterday, however I am just awaiting one final piece of information relating to this and I would respectfully ask that you allow me until the end of this week to ensure a complete response.

Regards

Jane Orange
Information Governance Advisor
Legal & Governance Services
T: 07766 248243
E: [email address]

Canal & River Trust

National Waterways Museum Ellesmere Port, South Pier Road, Ellesmere Port, Cheshire, England, CH65 4FW

canalrivertrust.org.uk
Sign up for the Canal & River Trust e-newsletter canalrivertrust.org.uk/newsletter

@canalrivertrust

/canalrivertrust

/canalrivertrust

show quoted sections

Information Request, Canal & River Trust

9 Attachments

Dear Mr Cole,

 

Please accept my apologies, I am working on this internal review, however
in order to provide a full and complete review and any potential
subsequent disclosure I would respectfully ask that you could allow until
24th September for the response from the Canal & River Trust.

 

Whilst  I appreciate that this is not ideal, or the response you were
expecting today, I hope you can understand that it is being done with the
best intentions in order to ensure a accurate and complete review of our
initial request response.

 

Regards

 

 

Jane Orange

Information Governance Advisor

Legal & Governance Services

T: 07766 248243

E: [1][email address]

 

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Canal & River Trust

 

National Waterways Museum Ellesmere Port, South Pier Road, Ellesmere Port,
Cheshire, England, CH65 4FW

 

[6]canalrivertrust.org.uk

Sign up for the Canal & River Trust e-newsletter
[7]canalrivertrust.org.uk/newsletter

 

[8][IMG]      
[9][IMG] [10]@canalrivertrust
[11][IMG] [12]/canalrivertrust
[13]/canalrivertrust
   

 

 

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Dear Jane,

Thank you for your email. It appears I have no option but to allow for you to respond by Friday 24th September.

However, I would like to draw to your attention the date of my original request (22nd July) and highlight my disappointment at the speed with which CRT have responded to a very basic request. I appreciate that you are new to the role and therefore any blame does not rest with you, but the behaviour of CRT has not been a model of transparency.

Regards,
Joshua

Yours sincerely,

Joshua Cole

Information Request, Canal & River Trust

9 Attachments

Dear Mr Cole,

 

I am extremely sorry but I have to request a further week to respond to
this request. I am making further enquiries within the Trust to ensure
that the response we give is complete and correct and if you would be kind
enough to bear with me for one more week I am confident we will be able to
give you a more complete response that you originally received.

 

Regards

 

 

Jane Orange

Information Governance Advisor

Legal & Governance Services

T: 07766 248243

E: [1][email address]

 

[2][IMG] [3][IMG] [4][IMG] [5][IMG]  

 

Canal & River Trust

 

National Waterways Museum Ellesmere Port, South Pier Road, Ellesmere Port,
Cheshire, England, CH65 4FW

 

[6]canalrivertrust.org.uk

Sign up for the Canal & River Trust e-newsletter
[7]canalrivertrust.org.uk/newsletter

 

[8][IMG]      
[9][IMG] [10]@canalrivertrust
[11][IMG] [12]/canalrivertrust
[13]/canalrivertrust
   

 

 

 

 

 

 

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Information Request, Canal & River Trust

12 Attachments

Dear Mr Cole,

 

Please accept my sincere apologies for the delay in responding, please
find attached the response to your below internal review request under the
Freedom of Information Act.

 

Regards

 

 

Jane Orange

Information Governance Advisor

Legal & Governance Services

T: 07766 248243

E: [1][email address]

 

[2][IMG] [3][IMG] [4][IMG] [5][IMG]  

 

Canal & River Trust

 

National Waterways Museum Ellesmere Port, South Pier Road, Ellesmere Port,
Cheshire, England, CH65 4FW

 

[6]canalrivertrust.org.uk

Sign up for the Canal & River Trust e-newsletter
[7]canalrivertrust.org.uk/newsletter

 

[8][IMG]      
[9][IMG] [10]@canalrivertrust
[11][IMG] [12]/canalrivertrust
[13]/canalrivertrust
   

 

From: Information Request
Sent: 24 September 2021 15:26
To: Joshua Cole <[FOI #776587 email]>
Subject: RE: FW: Internal review of Freedom of Information request - Key
performance indicator trends

 

Dear Mr Cole,

 

I am extremely sorry but I have to request a further week to respond to
this request. I am making further enquiries within the Trust to ensure
that the response we give is complete and correct and if you would be kind
enough to bear with me for one more week I am confident we will be able to
give you a more complete response that you originally received.

 

Regards

 

 

Jane Orange

Information Governance Advisor

Legal & Governance Services

T: 07766 248243

E: [14][email address]

 

[15][IMG] [16][IMG] [17][IMG] [18][IMG]  

 

Canal & River Trust

 

National Waterways Museum Ellesmere Port, South Pier Road, Ellesmere Port,
Cheshire, England, CH65 4FW

 

[19]canalrivertrust.org.uk

Sign up for the Canal & River Trust e-newsletter
[20]canalrivertrust.org.uk/newsletter

 

[21][IMG]      
[22][IMG] [23]@canalrivertrust
[24][IMG] [25]/canalrivertrust
[26]/canalrivertrust
   

 

 

 

 

 

 

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We don't know whether the most recent response to this request contains information or not – if you are Joshua Cole please sign in and let everyone know.