Customers and Corporate Services Directorate (Corporate Support) Plan

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1 Appendix 2 Action Plan Due Date Status Customers and Corporate Services Directorate (Corporate Support) Plan CS1027 ICT Improvement Programme 31 January 2016 Objectives: CORPORATE SERVICES: ICT Improvement and Compliance CS1027a Agree and implement maturity score card for service delivery process (plan to establish ITIL best practice achievement) roadmap to ISO20000 CS1027f Revise structure to meet services requirements and make efficiencies CS1027c Evaluate Systems for single sign on and implement where business case supports this implement project plan to deliver change CS1027d Monitor service requests and incidents to show effectiveness of Release and Problem management processes Milestone extended from December 2015 to March 2016 due to delay in release of staff to work in this area of work 30 Nov 2015 CS1027g Review Business Continuity Plan 31 Dec 2015 CS1027b Scope and Implement Self Service / Automation of key processes delivery project list 31 Dec 2015 Milestone extended from December 2015 to March 2016 due to delay in release of staff to work in this area of work CS1027e Review SLAs with Services and formalise charging structure CS1014 Promotion of Rochdale as a good place to live, work, invest and visit 31 March 2016 Objectives: CUSTOMERS, COMMUNITIES AND COMMUNICATIONS SERVICE: Communications CS1014a Review and refresh as appropriate the previous work on Place Branding 31 Jul 2015 CS1014b Develop implementation Plan with key partners CS1014c Launch Rochdale Brand CS1014d Commence delivery of implementation plan 30 Nov 2015 CS1014f Undertake a review of complaints and FOI policies and processes 30 Nov 2015 CS1014e CS1015 Improve external communications Objectives: Review existing uses of and maximise web based and digital media for communications and promotion of the Borough: Phase 1 31 March 2016 Ref Name Due 29 Feb 2016 CS1015a Draft external communications strategy and action plan to Leadership Team 31 Oct 2015 CS1015b Commence delivery of action plan 30 Nov 2015 CS1015c Implementation completed Page 1 Of 6 19/08/2015

2 CS1016 Improve internal Communications 31 March 2016 Objectives: CUSTOMERS, COMMUNITIES AND COMMUNICATIONS SERVICE: Communications CS1016a Draft internal communications strategy and action plan to Leadership Team 31 Oct 2015 CS1016b Commence delivery of action plan 31 Oct 2015 CS1016c Implementation completed CS1022 Corporate Plan March 2016 Objectives: Information, Business and Digital Solutions: Corporate Performance and Project Management CS1022a Develop the process for agreeing priorities for with elected members 31 Jul 2015 CS1022b Undertake prioritisation process with elected members and the council s senior leaders (linked to the development of the financial plan 31 Dec 2015 CS1022c Develop and seek approval for the Corporate Plan for CS1023 Corporate Peer Challenge (CPC) 31 October 2015 Objectives: Information, Business and Digital Solutions: Corporate Performance and Project Management CS1023a Develop project plan for preparing for the CPC 31 May 2015 CS1023b Undertake preparations for the CPC CS1023c CPC takes place 31 Oct 2015 CS1023d Develop single improvement plan for the Council 31 Oct 2015 CS1024 Programme, project, performance and risk management and reporting arrangements (linked to a review of business intelligence) Objectives: Information, Business and Digital Solutions: Corporate Performance and Project Management 30 September 2015 CS1024a Corporate Plan in place 30 Jun 2015 CS1024b Develop Corporate Plan Performance dashboard 30 Jun 2015 CS1024c Develop Leadership Team Performance dashboard 30 Jun 2015 CS1024d Review performance management and reporting arrangements 31 Jul 2015 CS1024e Bring together and streamline existing programme, project, performance and risk management and reporting to provide comprehensive and systematic arrangements that provide an effective overview of organisational performance for the council s senior leadership (officers and members) Page 2 Of 6 19/08/2015

3 CS1028 ICT Compliance Programme 31 March 2016 Objectives: CORPORATE SERVICES: ICT Improvement and Compliance CS1028c Achieve IG toolkit Compliance CS1028b Achieve PCI Compliance CS1028a Achieve PSN Compliance CS1028d N3 Connectivity assessment achieved CS1028e N3 connectivity installed CS1028g Process established for Information Sharing and Privacy Impact assessment s Consultancy CS1028f Server 2003 replacement ( ) secure servers CS1029 ICT Refresh Programme 31 March 2016 Objectives: CORPORATE SERVICES: ICT Improvement and Compliance CS1029e CS1029d Review of next wave of Microsoft products Exchange, Lync, SharePoint, system centre 2016 produce plans and roadmap Strategic review of desktop equipment and future plans, review of MS licenses and Introduction of Windows 8.1 /10 to the estate CS1029f Review of WAN, LAN, SIP and other network lines. Tender and redesign work for Feb 2016 CS1029c Update the Mobile working solution to align with security and tablet CS1029a Agree priority refresh programme ( estate 5 years +) plan in place and forecast for CS1029b Datacentre, Network and core infrastructure replacement lifecycle plans 2015/16 actions CS1030 Review of employment related Policies 31 March 2016 Objectives: CORPORATE SERVICES: HR and Payroll CS1030a CS1031 Review of organisational development strategy Objectives: CORPORATE SERVICES: HR and Payroll To have undertaken and completed a thorough review of all employment related policies and procedures to ensure that the HR Policies and Procedures are in place to support the Reshaping of the Council 31 March March 2016 CS1031a Scope requirements with the Leadership Team 31 Jul 2015 CS1031b Review best practice from other organisations 31 Jul 2015 Page 3 Of 6 19/08/2015

4 CS1031d Develop OD Action Plan 31 Aug 2015 CS1031c Draft strategy to Leadership Team 31 Aug 2015 CS1031e Publish, disseminate and promote strategy CS1031f Refresh strategy in line with Corporate Plan CS1032 To provide legal support to the economic transformational work being undertaken by the Council 31 October 2015 Objectives: CORPORATE SERVICES: Legal Services, Health & Safety and Insurance CS1032a Reviewing progress towards delivery 31 Oct 2015 CS1033 To maximise value for money and the effective management of risk Objectives: CORPORATE SERVICES: Legal Services, Health & Safety and Insurance 31 December 2015 CS1033a To carry out a corporate review of the Council s insurance arrangements 31 Dec 2015 CS1034 To support staff health and wellbeing through the Corporate Health and Safety Team Objectives: CORPORATE SERVICES: Legal Services, Health & Safety and Insurance 31 December 2015 CS1034a To ensure the communication and visibility of the health and wellbeing policy 31 Dec 2015 CS1035 Corporate Governance and Constitution Review 31 March 2016 Objectives: CORPORATE SERVICES: Governance and Committee Services CS1035b CS1035a To address the governance themed actions arising out of the Annual Governance Statement and the Corporate Peer Challenge To continue the review and to treat the Constitution as a Living document adapting to the needs of the Organisation as they arise CS1036 To improve customer service and business resilience 31 October 2015 Objectives: CORPORATE SERVICES: Governance and Committee Services CS1036a CS1037 To promote increased voter turnout Objectives: CORPORATE SERVICES: Governance and Committee Services To review and improve business processes and systems in the Committee and Governance Team 31 Oct November 2015 CS1037a To embed the arrangements for Individual Electoral Registration 30 Nov 2015 Page 4 Of 6 19/08/2015

5 CSEQ1 Equality & Diversity "No Matter Who" 31 March 2016 Objectives: Actively developing our service s approach to equality and diversity. Ensuring that staff are adequately trained to meet the requirements of the No Matter Who policy. Undertaking equality impact assessments, in line with the corporate guidance, and acting on their findings. Establishing and maintaining appropriate consultation with community and key stakeholder groups and responding to feedback on services to ensure that our services are appropriate and sensitive to all our communities CS1025 Create a cross-functional hub (Centre of Excellence) research and intelligence function 31 March 2016 Objectives: Information, Business and Digital Solutions: Policy, Research and Intelligence CS1025d CS1025a CS1025b CS1025c Establish a Policy Centre that at a basic level puts in place controls to maintain the Council s key policies and strategies. Create a cross-functional hub (Centre of Excellence). Put in place new services ensuring the Council can get the most from all aspects of information support decision making and transformation activities Provide guidance and key processes for customers to use the policy, research and intelligence function. Provide online resources and access to services Establish ownership and controls over specific Council-wide data sources (CRM, MDM, EDRMS, Warehouse) 31 May Aug Dec 2015 CS1025e Follow up with audit and project to update all policies 31 Dec 2015 CS1025f Provide minimal assistance~ research and intelligence services. Build interactive dashboards, information systems and business intelligence services CS1026 Deliver the Connected Council Programme to build the technological capability needed to deliver digital services across the whole Council Objectives: Information, Business and Digital Solutions: Digital Solutions CS1026a CS1026d CS1026b CS1026e CS1026f CS1026c 31 March 2016 Replace the current customer relationship management (CRM) system with a new system that integrates with line of business systems and a new telephone system to provide an improved service to the citizen Move the Council website on to a new technology platform to provide an improved web presence to citizens Develop and implement MyAccount Citizen Self-Service Portal, with a focus on all key online eforms and Council Tax services Implement data warehouse / Complex Families Virtual Case Management to create a single golden record for citizens, improve business intelligence and reduce costs Re-engineer inefficient processes and utilise workflow to improve services to the citizen and reduce costs across the Council Replace the EDRMS (Electronic Document Records Management System) and create a collaborative working platform across the council to enable better sharing of information between council staff and other key partners Page 5 Of 6 19/08/2015

6 Page 6 Of 6 19/08/2015

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