How are we performing?
As part of its duties as a Fire and Rescue Service, the Fire Rescue Service is subject to the regulations of the Department for Communities and Local Government (DCLG) (formerly the ODPM) regarding Standards of Fire Coverage. The Service is monitored by both external and internal organizations, including the Her Majesty’s Inspectorate, the Audit Commission, the Fire and Public Safety Committee, the Strategic Management Team, and the Strategic Management Group.
As a result of their training, firefighters can interact with members of the public during times of stress and trauma. Customer service standards are displayed in the administrative offices and reception areas of the Isle of Wight Council. Firefighters are required to adhere to the Service’s Customer Care Standards to ensure the highest level of care is provided.
Following its statutory and Best Value Performance Standards, the Service evaluates its performance against pre-established indicators and goals twice a year. Moreover, the Audit Commission conducts audits to ensure these standards are met. The Strategic Management Team reviews the Service’s performance every three months using national and local Best Value indicators. An intervention system is in place to ensure that standards are met. Several internal indicators can also be used to evaluate the performance of a department and an individual.
Among our Benchmarking Group members, we measure the performance of our core business, providing fire and rescue services, along with other statutory requirements. The Fire Service Benchmarking Club has selected seven other fire services for its group based on their similarities to ours.