Business Plan

Transcription

1 Commission for Local Administration in England Business Plan All Business Plan activity is linked to our four Strategic Objectives LGO Business Plan v web Page 1

2 1. Provide a complaints handling service direct to the public which is accessible, responsive, consistent and cost effective one 1.1 Effectively manage all complaints and incoming enquiries in line with our published service standards All service standards, both internal and external, are actively monitored, managed and achieved. Key Strategic Service Standards are: 50% cases closed < 13 weeks 80% cases closed < 26 weeks 96% cases closed < 52 weeks No more than 100 outstanding cases over 52 weeks held at one time 1.2 The Intake Unit effectively manages all complaints and incoming enquiries in line with our published service standards All service standards for the Intake Unit are actively monitored, managed and achieved. Key Service Standards are: Answer 95% of calls within 1 minute Achieve a 98.5% answer rate All complaints received are processed within 1 working day of receipt We estimate the Intake Unit will handle 44,000 enquiries per year LGO Business Plan v web Page 2

3 1.3 The Assessment Unit effectively manages all complaints and incoming enquiries in line with our published service standards. All service standards for the Assessment Unit are actively monitored, managed and achieved. Key Service Standards are: All complaints received are processed within 20 working days from receipt by LGO All premature complaints screened out within 20 working days of receipt by LGO We estimate the Assessment Unit will handle 17,500 viable enquiries per year (passed from Intake Unit) 1.4 The Investigation Unit effectively manages all complaints and incoming enquiries in line with our published service standards. All service standards for the Investigation Unit are actively monitored, managed and achieved. Key Service Standards are: Provide contact with complainant within 20 working days of receipt by LGO Keep in Touch notification to Body in Jurisdiction and complainant every 20 days after first contact (unless alternative arrangement agreed with complainant) Investigators to make an average of 95 decisions per year Respond to service complaints and challenges to decisions within 20 working days We estimate the Investigation Unit will handle 7,600 viable enquiries per year (passed from Assessment Unit) LGO Business Plan v web Page 3

4 1.5 Conduct a full review of the content of our public communications in line with our new Business Model Our external publications and web pages fully and accurately reflect the Service we provide. 1.6 Determine the most suitable networking arrangement to ensure we develop our knowledge sharing networks effectively across the new structure. The consistency and quality of investigations and outcomes across the business, including in all specialist subject areas, is firmly established through monitoring and reviews of our decisions 1.7 Manage expected changes to our jurisdiction with regard; Working with the Housing Ombudsman Transitional arrangements are effective, staff are well informed and we maintain a constructive relationship with the HOS Assessing the impacts of the local administration of Welfare Reforms. Transitional arrangements are effective, staff are well informed and we maintain a constructive relationship with other bodies 1.8 Conduct a Customer Satisfaction Survey based on the new service model The Customer Satisfaction Survey is completed and the results published. 2. Ensure sound decisions and appropriate redress based on impartial, rigorous and proportionate investigations 2.1 Review the Guidance on Remedies so that all our internal guidance fully reflects the new organisational standards and supports the operational teams Publish a new Guidance on Remedies document by end Dec Continue to develop the agreed Quality Framework and ensure that Quality considerations are embedded into our working procedures. We have an agreed and fully tested Quality Monitoring Scheme in place which covers the whole organisation LGO Business Plan v web Page 4

5 3. Use our knowledge of complaints to identify best practice and issues of wider public benefit, promote good public administration and service improvement, and influence public policy 3.1 Plan and implement an interim policy programme focussing upon the four new policy areas. 3.2 Finalise and publicise the new Public Value Strategy; to guide and inform the work of the new Policy & Communications team, the wider organisation and external bodies Policy Programme developed and fully implemented by end March We have a fully agreed and supported Public Value Strategy 3.3 Develop an effective joint working relationship with PHSO, which will help us to maximise our impact. We provide an effective, joined-up service to complainants whose concerns relate in part to NHS funded care Average time taken to produce joint reports is reduced by 50% 3.4 Review and redesign the Intranet to ensure we have good management of our knowledge across the organisation and that it is accessible to staff Staff are confident that they can access the information they need when they need it 3.5 Produce a series of themed publications, drawing on learning arising from casework, to highlight topical issues of public interest and increase awareness of injustice New publications highlight relevant issues, generate positive media coverage and stakeholder feedback. A minimum of 4 publications produced in As part of the Public Value strategy deliver a national programme of training and learning to bodies in jurisdiction Our national training and learning programme meets the needs of bodies in jurisdiction, evidenced through learning evaluation LGO Business Plan v web Page 5

6 3.7 Establish a service user Stakeholder Advisory Group to help inform the delivery of the Service Stakeholder Advisory Group is established and the first meeting of the Group held 3.8 Test and assess the new SOR publishing scheme; ensure it is optimal and effective in making our business more transparent The SOR publication scheme is operational from 1 April 13. We implement effective transition arrangements to ensure a well managed rollout of the publication scheme. 4. Ensure proper stewardship of public funds through the proper use of resources and effective public accountability 4.1 Complete all staffing changes, relocations, recruitment and redundancies to support the new Business Our resourcing plan supports the business restructuring process, delivers the savings required in the Transformation Plan and successfully supports the new business model units. Activity completed within budget and on time. We successfully defend any tribunal claims 4.2 Plan and implement the move to the new London Accommodation Move to new accommodation completed on time. Staff in new accommodation by end of Dec Lease terminated successfully with MBT landlords Activity completed within budget and on time LGO Business Plan v web Page 6

7 4.3 Draft and agree the post 2015 Accommodation and IT Strategy We have an Accommodation and IT Strategy which is agreed by the Commission and funded by the Sponsor Department 4.4 Corporate Services teams to engage with staff and managers to review the levels and quality of service they provide, and to identify efficiency improvements Comprehensive service review conducted and improvements identified 4.5 Embed cultural change throughout the organisation, based on the One LGO. Conduct a second Have Your Say Staff Survey Provide a quarterly assurance report to the Commission. Conduct an internal audit of all areas of statutory and contractual areas. 4.6 Ensure that we efficiently meet our ongoing statutory and contractual responsibilities Provide a quarterly assurance report to the Commission. Conduct an internal audit of all areas of statutory and contractual areas. 4.7 Conduct a review of our new Management data and key Business metrics; and make any necessary adjustments to the data we gather and report Our key business metrics and PIs adequately describe our performance and support the efficient delivery of the Service. We have a mechanism to review our metrics and to identify and correct issues. 4.8 Conduct a review of our Human Resources (HR) Policies Review completed by end of March Establish an ECHO User Group and an effective System Change Control process New User Group established and working by May 2013 LGO Business Plan v web Page 7

8 4.10 Conduct a review of the new ECHO database and its functionality Review completed by end of Dec Conduct a review of our Information Security Policy Review completed by end of Dec Conduct a review of our FOI / DPA / EIR guidance Review completed by end of Dec Introduce a new Business Continuity Plan (BCP) Continuity Plan agreed and implemented by end of Sept 13 LGO Business Plan v web Page 8