Customer First Service Plan 2006/ /2008

Transcription

1 Customer First Service Plan / /

2 1. Introduction The Customer First Service Plan outlines the objectives and work of the service area in meeting the needs and expectations of the community both through service delivery and partnership working. The ambition of Corby Borough Council (CBC is to double the population of Corby by 2030, with a complementary increase in jobs, prosperity and the quality of local public services This service plan is for two years only (/7-2007/8) to fall in line with the review of the Corporate Plan which is due to be reviewed in Thereafter all service plans will be prepared on a three year rolling programme. The sections include: Section One - 5 Key Targets for the forthcoming 12 months Section Two - Service Objectives and The Golden Thread Section Three - Action Planning, meeting your objectives Section Four - Risk Management, know your risks Section Five - Performance Management - forward planning through rolling trends

3 Our Vision Corby as a successful, balanced and prosperous community that is widely admired as distinctive, progressive and energetic. A community which will exceed expectations Corby will be different, will innovate and implement better solutions with conviction. Our Mission Working together for the future to improve the quality of life for the people of the Borough - 3 -

4 Section One - Key Targets for the next 12 months (a) To open a One-Stop Shop facility by June to provide a single point of access for customers and improve service delivery, customer interactions and satisfaction with Corby Borough Council. (b) To introduce and implement a programme of service improvements, efficiency gains and transformational government. With the intent of improving customer services and meeting and/or superseding national and local targets for service delivery. (c) To implement a new Document Management, Queue Management and Customer Relation Management System to improve customer services and meets national and local targets/standards for service delivery. (d) Through Customer First/One Stop Shop ensure corporate adherence to CBC s Customer Care Standards outlined in CBC s Customer First Strategy. (e) To develop and enhance Corby Borough Council s approach to Risk Management, in line with national good practice

5 Section Two - Service Objectives Objectives 1. Establish a One Stop Shop facility, to meet customer aspirations of getting queries resolved, building trust and receiving a respectful and courteous service in a timely manner. One Corby Theme - Leadership Objective 1,2,4 and 5. One Corby Theme Community Objective 1 and 4. One Corby Theme Environment Objective Develop, implement and monitor a programme of service and efficiency improvements and transformational government to meet the needs and aspirations of our customers. One Corby Theme - Leadership Objective 1,4 and Provide an effective Information and Communication Technology (ICT Service) to ensure front line customer facing services provide an effective and efficient service. One Corby Theme - Leadership Objective 1 and Develop and implement an effective and robust Risk Management Strategy. One Corby Theme - Leadership Objective Ensure the effective management of the financial, human and material resources within the Customer First Service Area. One Corby Theme - Leadership Objective

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7 Section Three Action Planning - meeting our objectives Objective 1 Tasks Timescale Task Outcome Source of Evidence of Outcome Establish a One Stop Shop facility, to meet customer aspirations of getting queries resolved, building trust and receiving a respectful and courteous service in a timely manner. One Corby Theme - Leadership Objective 1,2,4 and 5. Community Objective 1 and 4. And Environment Objective 4. a) One Stop Shop opened June to include a robust corporate programme to drive for customer excellence improving customer satisfaction as part of an overall programme of improvement July + May/June Opening of family, disabled friendly and accessible OSS facility for face to face contact, cashiering function, tourism, telephony service and mail room facility. OSS Set Up and Test programme completed Means of verification through Customer First Performance Management System. Development of monitoring evaluation aspect of CRM. Monitor evaluation through the EDRMS Support Required, Internal /External CMT HofS MM all key Service Areas Lead Officer Tim Marren/ Robert Hinde Tim Marren/Robert Hinde/Jenny Hall Jenny Hall/James Fox - 7 -

8 b) Customer care training. c) Customer face to face contact. June / All frontline One Stop Shop staff receiving customer centric initial training. Customer Standards Training: - 50% of OSS staff trained to national standards % of OSS staff trained to national required standards. - All residual staff to obtain national standards 500 (Indicative) face to face reception activities in One Stop Shop completed each day (up to 120,000 face to face contacts completed on an annual basis). 70% of key face to face contact responded to at initial point of contact. 75% of key face to face contact responded to at initial point of contact. 80% of key face to face contact responded to at initial point of contact. Training/outcome programme reports. CF management Material Performance Management information within Customer First Service Area. CRM Monitoring and Evaluating System. One Stop Shop staff Customer First Management Team One Stop Shop CMT MM HofS Robert Hinde Tim Marren/ Robert Hinde/OSS Team Leaders d) Enhanced Telephony Service / (Indicative) telephony contacts maintained by the OSS on a daily basis (120,000 per year). 70% dealt with through initial point of contact in telephony service. 75% dealt with through initial point of contact in telephony service 80% dealt with through initial point of contact in telephony service Performance Management information within Customer First Service Area. CRM Monitoring and Evaluating System One Stop Shop CMT MM HofS Tim Marren/ Robert Hinde/James Fox/OSS Team Leaders - 8 -

9 e) OSS e-enabled channels /8 Dec Dec 2007 Dec % targeted for e-enabled activities transferred from manual interaction, via promotion campaigns/education and customer deploying e-channels in the OSS. To include (indicative) - 1,000 interactions - 5,000 interactions - 10,000 interactions Performance Management information within Customer First Service Area. CRM Monitoring and Evaluating System One Stop Shop CMT MM HofS Tim Marren Robert Hinde/ James Fox - 9 -

10 Objective 2 Tasks Timescale Task Outcome Source of Evidence of Outcome Develop, implement and monitor a programme of service and efficiency improvements and transformational government to meet the needs and aspirations of our customers. One Corby Theme - Leadership Objective 1,4 and 5. a) Implementation of service improvement programme to ensure effective delivery of CRM, EDRMS and effective delivery of business process reengineering programme. March 2007 Sept 2007 March 2008 Sept 2008 Developing a programme of service improvements to meet the needs of our customers by providing a professional and responsive service based on excellent customer standards. 20 critical service improvements completed. 80 critical service improvements completed. 150-servcie improvements completed. 250 service improvements completed. 350 service improvements completed. EDRMS monitoring evaluation system Document Management Strategy Service Improvement monitoring and evaluation Support Required, Internal /External CMT HofS Key Service Areas Lead Officer James Fox/Robert Hinde

11 b) Implementation of CRM System to full exploitation June Implementing a robust and responsive customer engagement system to answer queries in a professional and timely manner to meet the aspirations of our customers. 50 Business critical CRM interactions implemented on to CRM system. CRM Monitoring and Action programme CMT HofS Key Service Areas James Fox/Robert Hinde/OSS Team Leaders/Jen ny Hall 100 Business critical CRM interactions implemented on to CRM system. June CRM interactions implemented on to CRM system CRM interactions implemented on to CRM system. June CRM interactions implemented on to CRM system CRM interactions implemented on to CRM system

12 c) Implementation of Document Management Strategy and implementation of Electronic Document and Records Management System (EDRMS). To improve document and intelligence retrieval and provide a more efficient and timely service for our customer s to meet their aspirations. And raise customer satisfaction. April June + July July March 2007 March 2008 March 2008 March 2009 March 2009 March 2009 EDRMS System procured, implemented and fully set up for usage. Mail Room facility centralised and ready for improvement programme/edrms exploitation/changed postal addresses/identify programme of improvements. Identify stakeholders and responsibility change management team established collaboration with other projects. Achieve project buy in and support promote benefits of record management. Invoice handling (Financial Services) information audit completed, scope scanning requirements, data cleansing/file tidy. Neighbourhood Pride - information audit completed, scope scanning requirements, data cleansing/file tidy. Technical Services - information audit completed, scope scanning requirements, data cleansing/file tidy. Corporate Centre - information audit completed, scope scanning requirements, data cleansing/file tidy Culture and Leisure - information audit completed, scope scanning requirements, data cleansing/file tidy Integration with Legal, Rev s and Ben s, Planning Document Management systems EDRMS Monitoring/Action Plan CF Monitoring material CMT HofS Key Service Areas James Fox/Nicola Wright/Paul Wilson/OSS Team Leaders

13 d) Implement and maintain transformational government and efficiency programme. July To streamline services, and effectively manage drivers for change to meet the needs of local customers and provide a responsive service. All key business critical and service critical outputs identified by the ODPM priority services outcome paper. To be 100% e-enabled. ESD Toolkit Efficiency programme and Strategy PSO Documentation CMT HofS All service areas Tim Marren/James Fox/Robert Hinde/Jenny Hall Dec All priority service outcomes criteria assessed as amber or green to meet requirements Dec 2007 All priority service outcomes criteria assessed as green to meet requirements March K of efficiency saving identified and applied during 2007/8. March K of efficiency saving identified and applied during 2008/9. March K of efficiency savings identified and applied during 2009/10 Dec 2007 Progressing Level met as part of NeSDS Standards Dec 2008 Excellent Level met as part of NeSDS Standards

14 Objective 3 Tasks Timescale Task Outcome Source of Evidence of Outcome Provide an effective Information and Communication Technology (ICT Service) to ensure front line customer facing services provide an effective and efficient service. One Corby Theme - Leadership Objective 1 and 5. a) Implementation of 3 year technology refresh programme 2007 All ICT service facilities modernised to meet national and local requirement and the requirements of business critical systems 30% of Technology/Disposal Programme completed including Blade Server Provision/Enhanced service desk provision/desk top modernisation etc. 70% of Technology/Disposal Programme completed including Blade Server Provision/Enhanced service desk provision/desk top modernisation etc ICT Technology and Refresh programme/8 Support Required, Internal /External All CBC Lead Officer Jenny Hall % of Technology/Disposal Programme completed including Blade Server Provision/Enhanced service desk provision/desk top modernisation etc

15 b) Maintain and enhance Service Desk facility Dec Dec 2007 Dec 2008 Dec Dec 80% of all Service Desk queries dealt within local standards. 85% of Service Desk queries dealt within local standards. 100% of all Service Desk queries dealt within local standards. Re-focus ICT provision to ensure implementation of information technology infrastructure library standards (ITIL). Completion of initial modernisation programme within ICT operations. Phase 1 of programme completed (Service Desk requirements) ICT documentation All CBC Jenny Hall Dec 2007 Phase 2 completed in regards to Service Level Agreements and contract compliance etc. Dec 2008 Phase 3 completed in regards to security, business continuity, system integration, review of Service Standards etc

16 c) Implementation of support of CBC, IT software requirements to meet Corporate and Business critical requirements. Oct March May 2007 Review of implications Initiate and develop a three-year ICT strategy for CBC, to develop a robust and well managed/monitored approach to ICT requirements at CBC. Implementation of new IT systems to meet business requirements including CRM, EDRMS, Financial Management System, Remote Connectivity, Neighbourhood Offices, IT infrastructure, HR, Payroll, EDRMS booking on line and Flemming Road facility. ICT Strategy and documentation All CBC Jenny Hall April + Initiation development of remote working technology programme

17 Objective 4 Tasks Timescale Task Outcome Source of Evidence of Outcome Risk Management Strategy One Corby Theme - Leadership Objective 5. a) Develop and implement an effective and robust Risk Management Strategy. Feb May May June Risk Management Strategy adopted. Service Plan Risk Logs completed. Business Contingency Plan Reviews completed Quarterly reviews by CMT completed Risk Management Strategy Risk Management Action Plans Emergency Plan Business Contingency Log Support Required, Internal /External CMT HofS Lead Officer George Jenkins Tim Marren Sept Sept/Dec Sept/Dec Dec for 2007/8 Plan All other Risk Logs completed. OSP Review Reports. Quarterly Reports to CMT on Risk Management Strategy. Annual Review for Future Planning

18 Objective 5 Tasks Timescale Task Outcome Source of Evidence of Outcome Ensure the effective management of the financial, human and material resources within the Customer First Service Area. One Corby Theme - Leadership Objective 5. a) Develop OSS provision by realignment of staff b) Develop the staffing and management function within Customer First. Dec Meet efficiency targets as part of CBC s value for money exercise of 100,000 by 2007/8. Continue training programme and enhancement programme of front line staff to meet good customer care standards and develop and exploit face to face, mail room and telephony service and tourism function. Monthly performance and review Management Team Meetings held %. Completion of Employee Development Scheme (EDS) 100% Completion of EDS s 100% Completion of EDS s 100% CF Project and Management Files CF Project and Management Files Support Required, Internal /External None None Lead Officer Tim Marren/Robert Hinde/Jenny Hall/James Fox Tim Marren/Robert Hinde/Jenny Hall/James Fox/OSS Team Leaders

19 c) Meet corporate standards within Customer First Service Area Contribution to Commission for Race Equality (CRE) Level 3 Contribution to CRE Level 4 Contribution to CRE Level 5 CF Project and Management Files Customer First Staff Tim Marren/Robert Hinde/Jenny Hall/James Fox/OSS Team Leaders /8 Deal with all FOI and DP requests within Service Area against local requirements Feb/March Support the corporate commitment to the Investors in People Assessment obtain status. Feb/March 2007 and Feb/March 2008 Support the corporate commitment to the Investors in People Assessment retain status. /8 Invoice handling within service area in line or exceeds local targets. /8 Sickness levels in line or better than local targets

20 Section Four Risk Analysis Identified Risk Actions to be Taken Timescale Outcome (e.g. tamed, tolerated, treated ) CF1 - Inability to deliver all or one key aspect of the OSS facility. Maintenance of project and programmes within the OSS Customer First service facility. Identification of essential remedial work to ensure minimum disruption and impact to service. Identification of flexible staffing resource to meet customer services within OSS Tamed - Key projects delivered to ensure all aspects of OSS are delivered in manageable manner Lead Officer Tim Marren/CMT and HOS CF2 - Service areas being unable to foster a new culture of customer service improvement to support the OSS initiative. Implementation of service improvement BPR programme. Introduction of effective Project Management. Through effective communication identify quick win examples to ensure movement of culture to support and develop the OSS. - Treated Requirement for on-going dialogue and action to ensure CBC meets explicitly intended commitments Tim Marren /CMT/HOS CF3 - Through financial, material and resources restrictions being unable to maintain a programme of contingency support to business critical IT applications Council wide. Design and develop ICT business contingency plan July. Implementation of Risk Management Strategy, business contingency planning and development of emergency plan for Customer First requirements. Test new business contingency plan for ICT provision For Treated Through Effective Business Contingency Planning arrangements being embedded Tim Marren Jenny Hall/CMT/HOS CF4 - Inappropriate support both human and material to meet local and national performance standards under Customer First at the OSS. Identification of resource for the requirements of the OSS to meet customer care standards. Thorough Management and robust management of Customer Care Standards and monitoring evaluation to meet standard requirements. Switching back office resource to meet front line services within OSS provision Treated Identification of and acting upon resources requirements to meet expected increase in customer demands through all channels. CMT/Heads of Service/Tim Marren

21 Section Five Performance Management Analysis Outcomes Performance Targets Means of Verification Customer receive services to their satisfaction % of Customers satisfied with each service received 75% October 80% April 2007 (72% top quartile ) 85% April 2008 One Stop Shop performance Management Data CRM data and monitoring Customer enquires are resolved on first point of contact % of enquirers satisfied on first contact 85% October 90% April % April 2008 One Stop Shop performance Management Data CRM data and monitoring Customers get things done when they request action to be taken % of requestors satisfied with each action response received 50% October 60% April % April 2008 Service area Performance Management material Customers increasingly interact with CBC through reformed channels % of all enquirers choosing e- channels 10% April % April 2008 CRM Data and monitoring facility Customers feel positive about CBC and what it delivers % of enquiry respondents marking CBC good or very good 70% October 85% April % April 2008 One Stop Shop performance Management Data CRM data and monitoring Customers have access to plentiful information from and about CBC Number of information enquiries Number of website hits 10,000 per year 15,000 per year ,000 per year 2008 CRM content Management monitoring and evaluation Customers know how to complain and have easy means of doing so % of complaints received through reformed procedures, forms etc 95% by October 100% by April % by April 2008 CCC monitoring system

22 Risk Matrix Timeframe: 3 years A CF4 Likelihood: B CF1 A B C Very high High Significant C CF 2 D E Low Very low Likelihood D E CF 3 F Impact: I Almost impossible Catastrophic F II III Critical Marginal IV III II I IV Negligible Impact Date of assessment:

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