DIGITAL ACCESS STRATEGY

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "DIGITAL ACCESS STRATEGY 2013-16"

Transcription

1 DIGITAL ACCESS STRATEGY Approved by Board Approved Date 4 June 2013 Version no. 1 Review Date Page 1 of 12

2 1 Introduction 1.1 Day to day life for many people, both in work and at home, is being changed and improved by the opportunities that new digital communications are opening up. Organisations across the world are starting to fully exploit new technologies to sell and promote their objectives, goods and services using digital media. 1.2 Governments too are pushing national agendas to drive the efficiency of public services, and there is a huge drive to move services online. The UK Government has set the strategic approach to achieving these goals as the Digital by Default agenda. This means that all government services provided digitally will be so straightforward and convenient that all those who can use them will choose to do so whilst those who can t are not excluded There are also potentially considerable benefits for Southway in terms of efficiency and accessibility and to our customer groups including our tenants. 1.4 Whilst a move to digital services has benefits for all, we do recognise that this is a complex issue that affects customers in very different ways depending upon their particular circumstances. If not dealt with properly there are large groups of Southway customers which will be seriously disadvantaged in various ways. 1.5 This is a matter that has been recognised by both local and national Government and has resulted in the development of a national Digital Inclusion agenda, whose focus is to ensure that digital services can reach everyone who would benefit from them. 1.6 Government statistics show that there are around 16 million people in the UK aged 15 or over who still don t have the basic skills that would enable them to get online, yet 90% of all jobs will require computer skills by It is estimated that households can save up to 560 per year 3 just by shopping and paying bills online. Savings can also be made through the use of price comparison sites to obtain more competitive rates on utility bills and insurance, etc. yet there are large groups within the community who are on low incomes and do not have easy access to online services. 1.8 There are also social benefits to be gained from people being online. It is a fact that many elderly people who make the leap to get online find their quality of life improved just by being able to communicate with friends and relatives, along with shopping online. 1 Government Digital Strategy, November From Go-On UK 3 Estimation made by Go-On Manchester Page 2 of 12

3 1.9 For Southway, the enhancement of digital services will also support the delivery of more efficient processes so we can ensure money is spent on things that directly benefit our customers, such as improving housing and neighbourhoods. 2 Our Commitment 2.1 Southway is committed to the national digital agenda and recognises the need to deliver efficient community services; however, we also recognise that this could have a negative impact on many of our tenants and are focused on supporting tenants and communities through this change. 2.2 The UK digital skills charter published by Go-On UK states that: Everyone in the UK should have the basic online skills to enjoy the benefits of the web. Everyone deserves world-class digital services that meet their needs and are useable by all. Communities that don t have the skills to fully enjoy the benefits of the internet should not be left behind. Every organisation in the private, public and voluntary sector has a role to play in building our nation s digital capability. 2.3 Southway s most recent research indicates that around 50% of our tenants do not have access to the internet, 4 which is somewhat lower than the national average of 64% for housing association tenants 5. Considering this against a backdrop of welfare reform, universal credit, online benefit claims and a generalised move to digital by default across the nation, this is a significant issue in the Southway area. 2.4 In dealing with this challenge, Southway recognises that digital inclusion is both a business and a moral issue. In order to tackle this and its impact upon those that would otherwise be digitally excluded, we have laid down this strategy to provide a transparent roadmap for developing and supporting digital services over the next three years. 4 STAR Tenant Satisfaction Survey, autumn Inside Housing May 2013 stated: figures from research form Ipsos Mori show that in November 2012 only 68% of local authority tenants and 64% of housing association tenants had internet access. This is up from 60% and 54% respectively two years earlier, but significantly lower than mortgage holders, and private renters, on 88%. Page 3 of 12

4 3 Local partnerships 3.1 The impact of the digital agenda and what this means within the Greater Manchester area is well recognised by local government and by Southway Housing Trust. We are working together throughout the region to address the plethora of issues this raises, such as computer skills, training services, and access to help and equipment. 3.2 A vast number of services are already up and running, delivering valuable services that address the national online objectives. Southway is currently working very closely with Manchester City Council, Go-On Manchester, Manchester Digital Development Agency, Adult Education Centre, Job Centre Plus and other Greater Manchester Registered Housing Providers, to name but a few. 3.3 This partnership work will continue and will underpin the delivery of this strategy, ensuring the best possible outcome for Southway and for our customers and communities. 4 Network of Digital Champions 4.1 Southway already has in place a number of staff members who have committed to helping individuals who come in to the business, and it is our intention to build up this network to support our customers further in the transition to digital services. Services are already in existence at our Aspen House office, in the form of a tenant IT suite which can be used to access the internet, and we are already delivering IT training within our community learning hubs. 4.2 A logical step is to give training within the business to convert these staff members into Digital Champions and to further support a network of local residents to become Digital Champions in our neighbourhoods. 4.3 We will set a target number of Digital Champions that the business will signup during year one of this strategy. 5 The Strategy 5.1 There are many strands within an effective Digital Access Strategy. Some of these will relate to delivery of customer facing services and others to internal, back office systems and services. 5.2 The focus of this strategy is the direct front-facing customer aspects surrounding the Digital Agenda and Digital Inclusion. Supporting elements Page 4 of 12

5 (such as integration with back-office systems) will be addressed within internal ICT Operating Plans for each service throughout the business. 5.3 The digital strategy incorporates three core themes: 1. We will work collaboratively with other Greater Manchester organisations to address the Digital Inclusion issue. 2. We will provide new communication services to Southway customers. 3. We will assist individuals within our communities in obtaining access to computer equipment, the internet and help or training services. Page 5 of 12

6 6 Year One Objectives The focus for year one will be on delivering those services that close gaps in current communication services and firming up the longer term projects that require a more collaborative approach throughout the Greater Manchester region. 6.2 Objectives for this period will be: 1. Regional collaborative working initiatives Objective: To ensure that Southway s digital strategy is aligned with the strategic aspirations of the City, key partners, and other registered providers within the area. Key elements of this task will include: Close working with GM teams and public services on digital strategy and digital inclusion matters; Development of a common set of digital objectives; GM wide specification of technical services; Effective use of resource across RP s and the City as a whole. 2. Enhancing website and on-line customer services. Objective: To support easy access to information and online services for customers choosing to access information and transact with Southway via its website. Key aspects of this task will include the delivery of a series of relatively small projects focusing on: Overall Usability of the website, including age friendly initiatives; A mobile web version of Southway s repairs booking and rent statement service, optimised for delivery to Smart phones; 6 Integration between online services and back office computer systems, such as the core Housing Management System. 6 Smart phones, have had a high adoption rate in the UK as of March 13, 61% of all mobile phones are now smartphones, / Page 6 of 12

7 3. Developing new communication services Objective: To provide modern day communication systems which meet the needs and aspirations of the diverse range of customer groups within our communities. Key aspects of this task will include: Confirming customer needs and the business benefits to be gained from new services; Reviewing social media and identifying where this has been successfully implemented elsewhere in Housing; adopting this media where there is a clear business case; Developing, publicising and operating pilot schemes; Investigating TV channel services such as Looking Local and considering the business case; Developing the business case for information subscription services Developing a wider communications strategy to deliver this aspect of the Digital Strategy. 4. Access to equipment and internet Objective: The primary objective of this element of the strategy is to address two key aspects of Digital Inclusion without which, the national Digital by Default agenda would not be possible. This objective will focus on access to computer equipment and access to the internet as without both of these people are digitally excluded. Key aspects of this task will include: Adopting a specification to make sure all new build properties are digitally inclusive before they are opened. This will lay the foundation for building next-generation services straight to our customers; Raising awareness throughout our communities of existing services within the region that currently provide affordable computer equipment. (Many of these services are already published by Go-on Manchester but we will strive to increase awareness of all relevant schemes.) See: Creating a directory of digital services, community facilities, assistance and education for use by our customers. Also, all customer-facing Southway staff to be trained to signpost these services, to ensure our customers are aware of where they can go to get on-line. Page 7 of 12

8 Piloting the use of a Kiosk at the Westcroft Road community centre and working with centre staff and customer groups to develop relevant and useful community based access services. Developing a business case and plan for a wider roll out of community access points. Pilot of Community Wi-Fi at Holland Court delivered through the City of Manchester network and close working with Manchester Digital Development Agency (MDDA). 5. Access to Help and Education Objective: The focus here is to provide the help and education necessary for people to: get on-line, use digital services and where appropriate support people into work. Key aspects of this task will include: o o o Developing a Southway team of Digital Champions via go-on Manchester to support customers through the transition to digital services. Putting in place a delivery plan to improve digital inclusion amongst Southway tenants, with a particular focus on those impacted upon by Welfare Reform, job seekers and older tenants. Initially continuing to deliver the Age Friendly IT project which was piloted in 2012/13. This will remain until a delivery plan aimed at a wider group of tenants is in place. Subsequently it will be encompassed within the wider delivery plan. Identifying funding (including submitting bids for external funding) to deliver the plan. Depending on funding identified, it is likely that the initial support delivered to tenants in this year will include: Publicity and marketing to make tenants aware of the support and IT that is available and accessible to them Referral and signposting of tenants by trained Southway staff to existing support and IT provided by Southway and our partners Direct Southway support to enable tenants to both use and access IT Continue to support, grow and develop the IT provision and support available at the Learning Hubs and the Information Hubs Page 8 of 12

9 7 Year Two Objectives Second year objectives will fundamentally consist of building on much of the work completed throughout Some of these items will be largely based upon the success of: business cases, pilot schemes, customer feedback, and collaborative working between the City and Greater Manchester registered providers during the first year ( ). 7.2 Objectives for this period are subject to change but will initially consist of: 1. Regional collaborative working initiatives Objective: To ensure that Southway s digital strategy is aligned with the strategic aspirations of the City and other registered providers within the area. Key tasks include: Continued close working with the City and other registered providers on the digital by default agenda. Key aspects of this further working will specifically look at continued development of educational services and developing solutions to deliver City wide internet access or services to reduce digital exclusion. 2. Extending communication services Objective: Extend the range of communication services and on-line services to meet wider needs of our communities. Key tasks include: Implementation of a Southway TV communication channel utilising the Looking Local system developed by Kirklees Council. This task will be subject to a successful business case and input from customer groups in 2012/13, but if adopted would see information services delivered over cable and digital TV channels providing: useful home & community information, access to online services such as repairs booking & rent statements, plus potential access to other community services such as NHS bookings. Delivery of Internet subscription services to provide customers with selectable choice of electronic communication offering a range of useful and specifically targeted information along with options to opt-in or optout of such services. Delivery of a customer service that allows customers in our community locations to log-on and use a secure and up-to-date computing facility. If new software is released that customers require access to, this can be installed centrally, and access is immediate to all customers. This keeps Page 9 of 12

10 administration to a minimum while ensuring the greatest level of accessibility for our customers. 3. Access to equipment and internet Objective: To extend access to the Internet within the community. Key tasks include: Roll out of further communal internet Kiosks (pending successful business case) Extension of educational facilities housing computer equipment for customers use. Extension of community Wi-Fi services pending on the degree of success of the pilot scheme operated in collaboration with MDDA. 4. Access to Help and Education Objective: To continue the excellent work delivering education and assistance to people affected by the move to a Digital by Default world. This task will continue the existing work throughout year two and three as well as enhancing current services wherever this becomes possible. We will continue to look into: Providing services that meet the changing needs of our tenants and communities. Working with partner organisations to develop and promote new educational and help services Continuing to deliver the tenant digital inclusion plan with a likely continued focus on supporting those impacted upon by Welfare Reform, job seekers and older tenants Continuing to support, grow and develop the IT provision and support available at the Learning Hubs and the Information Hubs Page 10 of 12

11 8 Year Three Objectives As with year two, the third year deliverables will largely be developed out of collaborative initiatives throughout Greater Manchester and continuing development of existing digital services. As such year three deliverables are subject to change but some key items already identified are: 1. Extending communication services Objective: Extend the range of communication services and on-line services to meet wider needs of our communities and to enhance the efficiency of Southway communications with customers. Key tasks currently identified include: Implement presence services for staff at Aspen House. This could be a relatively low cost project that has potential to deliver some real benefits to customer service. The business case and associated research would be completed in year two with a view to implementation during should this be deemed appropriate. One anticipated benefit is that the Contact Centre would be able to put a call straight through to the right person rather than having to make several calls searching to see who is available, thereby reducing customer waiting time and making better use of contact centre resources. Page 11 of 12

12 9 Links with other Southway ICT Programmes 9.1 It is recognised that delivering an effective Digital Strategy also requires effective and resilient back office ICT infrastructure systems and business processes, to support electronic delivery of the digital services such as online systems. 9.2 Whilst there are links between this strategy and other Southway ICT projects, where these are classed as internal enhancements they are included in internal ICT Operating Plans rather than this strategy which focuses on the customer facing digital inclusion issues. 10 Strategy Targets 10.1 Southway will publish a list of appropriate targets in line with this strategy, following further research and consultation. These targets will be published three months after this Strategy is adopted. 11 Glossary of Terms Digital by Default Go:On UK Go:On Manchester Looking Local The Government s initiative to drive all government services to be run over the digital medium first. A charity that aims to get as many people online as possible. The local implementation of the Go:On UK ideal. An information service that is delivered as a Digital TV red-button style service. Page 12 of 12

Web & Customer Access Strategy

Web & Customer Access Strategy Page 1 of 14 DACORUM BOROUGH COUNCIL Web & Customer Access Strategy AUTHOR RESPONSIBLE OFFICER Katie Warner, Customer Insight Officer Murtaza Maqbool, Web Development Officer David Gill, Group Manager

More information

LHT S ASSET MANAGEMENT STRATEGY 2015-20. It s My Home

LHT S ASSET MANAGEMENT STRATEGY 2015-20. It s My Home LHT S ASSET MANAGEMENT STRATEGY 2015-20 It s My Home 0 ASSET MANAGEMENT STRATEGY 2015-20 It s My Home Contents Page No 1. WHAT DOES OUR ASSET MANAGEMENT STRATEGY AIM TO DO? 2 2. WHY IS ASSET MANAGEMENT

More information

North London Muslim Housing Association

North London Muslim Housing Association North London Muslim Housing Association Value for Money Self-Assessment 2013-2014 Value for Money The Association remains committed to providing services that represent Value for Money for our residents

More information

Hart s Older Persons Housing Strategy 2011-14

Hart s Older Persons Housing Strategy 2011-14 Hart s Older Persons Housing Strategy 2011-14 Helping local people find housing solutions Final Version Date: May 2011 Contents Introduction 3 Objective 1: Deliver a choice of good quality housing for

More information

Community Investment Strategy

Community Investment Strategy Community Investment Strategy Introduction Sanctuary Group is one of the largest providers of housing and care services in the UK. We are a not-for-profit organisation and reinvest our surplus income into

More information

Connect Renfrewshire

Connect Renfrewshire How the council will use its information and technology assets to achieve successful change Contents Strategy Context 2 Digital Delivery and Citizen Engagement 4 Operational Excellence and Transformation

More information

Corporate objectives. Communications strategy. Digital marketing and inclusion strategy

Corporate objectives. Communications strategy. Digital marketing and inclusion strategy marketing and inclusion strategy 2014-2019 (draft) Introduction Corporate objectives Communications strategy marketing and inclusion strategy This digital marketing and inclusion strategy is a supplementary

More information

Housing Association Regulatory Assessment

Housing Association Regulatory Assessment Welsh Government Housing Directorate - Regulation Housing Association Regulatory Assessment Melin Homes Limited Registration number: L110 Date of publication: 20 December 2013 Welsh Government Housing

More information

Digital Gateshead Strategy

Digital Gateshead Strategy 2015-2020 IN UNITY, PROGRESS Contents Page 1.0 Introduction and Context 3 2.0 Digital Gateshead Workstreams 5 2.3 Digital Customers 5 2.4 Digital Council 8 2.5 Digital Inclusion 9 2.6 Digital Partners

More information

Tenant Satisfaction Survey 2012 Action Plan October 2012

Tenant Satisfaction Survey 2012 Action Plan October 2012 Tenant Satisfaction Survey 2012 Action Plan October 2012 In addition to the (ongoing) actions set out in the Action Plan response to last year s Tenant Satisfaction Survey (TSS 2011) we have identified

More information

Corporate Director Environment & Community Services

Corporate Director Environment & Community Services CABINET Meeting date: 23 July 2015 From: Corporate Director Environment & Community Services DIGITAL STRATEGY 1.0 EXECUTIVE SUMMARY 1.1 This paper presents Cabinet with a draft Digital Strategy for approval.

More information

Consumer Debt in the UK. Utility Week Consumer Debt Conference on March 16 2016 Caroline Siarkiewicz Head of The UK Debt Advice Programme

Consumer Debt in the UK. Utility Week Consumer Debt Conference on March 16 2016 Caroline Siarkiewicz Head of The UK Debt Advice Programme Consumer Debt in the UK Utility Week Consumer Debt Conference on March 16 2016 Caroline Siarkiewicz Head of The UK Debt Advice Programme 1 Consumer debt in the UK economic landscape Examining customers

More information

Customer Strategy 2012-2015

Customer Strategy 2012-2015 UNDERSTANDING YOUR NEEDS DELIVERING YOUR SERVICES CITY OF YORK COUNCIL CUSTOMER STRATEGY 2012-2015 Customer Strategy 2012-2015 i Contents Contents 1 Foreword from Councillor Julie Gunnell 2 Introduction

More information

Appendix A: ICT and Information Management Strategy

Appendix A: ICT and Information Management Strategy Appendix A: ICT and Information Management 2014 2019 Head of Information and Business Change Sarah Caulkin October 2014 1 Version Control: Date Version Author Comments 04/08/14 0.1 Jo Harley First draft

More information

Communications Strategy

Communications Strategy Communications Communications July 2013 Version 1.1 1 Communications River Clyde Homes Vision Our vision is to provide quality, affordable homes, in neighbourhoods we can be proud of and to deliver excellent

More information

Housing & Regeneration Department. Improving the Customer Experience

Housing & Regeneration Department. Improving the Customer Experience Housing & Regeneration Department Improving the Customer Experience This paper provides a summary of the measures that could be introduced by Housing and Regeneration ( HRD ) to shift the emphasis from

More information

Northern Ireland Environment Agency Corporate Social Responsibility

Northern Ireland Environment Agency Corporate Social Responsibility Northern Ireland Environment Agency Corporate Social Responsibility September 2011 Introduction This document has been prepared by the Northern Ireland Environment Agency (NIEA) in line with general NICS

More information

Greater Manchester Housing Providers Contribution to Public Service Reform and Memorandum of Understanding

Greater Manchester Housing Providers Contribution to Public Service Reform and Memorandum of Understanding 11 Date: 27 May 2016 Subject: Greater Manchester Housing Providers Contribution to Public Service Reform and Memorandum of Understanding Report of: Eamonn Boylan, Portfolio Chief Executive, Planning and

More information

Improving Resident and Customer Services Strategy

Improving Resident and Customer Services Strategy Improving Resident and Customer Services Strategy 2014 2018 ABOUT WOKINGHAM BOROUGH & OUR CUSTOMERS Wokingham Borough Council lies at the centre of a strong regional economy and has a generally healthy,

More information

Safer Communities Overview and Scrutiny Panel 2 September 2014. Problem Debts and Loan Sharks Update

Safer Communities Overview and Scrutiny Panel 2 September 2014. Problem Debts and Loan Sharks Update Safer Communities Overview and Scrutiny Panel 2 September 2014 Problem Debts and Loan Sharks Update 1. Introduction 1.1. The Environment and Safer Communities Scrutiny Panel undertook a review of problem

More information

The South Staffordshire and Shropshire Health Care NHS Foundation Trust Digital Strategy 2014 2019

The South Staffordshire and Shropshire Health Care NHS Foundation Trust Digital Strategy 2014 2019 The South Staffordshire and Shropshire Health Care NHS Foundation Trust Digital Strategy 2014 2019 Peter Kendal Associate Director for Information Management and Technology Development 01/12/2014 1 Page

More information

Customer Management Strategy (2014-2017)

Customer Management Strategy (2014-2017) Customer Management Strategy (2014-2017) Version 1.1 Page 1 Foreword As technology improves, the demand for Council services to be available online and accessible 24/7 will increase as our customers choose

More information

The Rental Exchange. Questions and Answers. A world of insight

The Rental Exchange. Questions and Answers. A world of insight The Rental Exchange Questions and Answers A world of insight Background. Big Issue Invest (BII) part of The Big Issue Group and Experian have partnered to tackle the financial, digital and social exclusion

More information

Rent Arrears Recovery Policy

Rent Arrears Recovery Policy Rent Arrears Recovery Policy 2013-16 July 2013 Version 1.0 Version Control Policy Author Version Number Date Status Comments Finance and Incomes Manager Draft 1.0 24 July 2013 New Approval Body Effective

More information

RENT COLLECTION, ARREARS & DEBT RECOVERY POLICY

RENT COLLECTION, ARREARS & DEBT RECOVERY POLICY RENT COLLECTION, ARREARS & DEBT RECOVERY POLICY Approved by Board 21 July 2009 1. Introduction 1.1 This Policy sets out the principles and approach to be taken in making sure that rent and service charge

More information

Bath and North East Somerset Council - Resources Directorate Plan 2016/17 to 2019/20

Bath and North East Somerset Council - Resources Directorate Plan 2016/17 to 2019/20 Bath and North East Somerset Council - Resources Directorate Plan 2016/17 to 2019/20 Introduction This plan sets out the future direction of the Resources Directorate over the next 3 years. Legal & Democratic

More information

Strategic Guidance for Community Planning Partnerships: Community Learning and Development

Strategic Guidance for Community Planning Partnerships: Community Learning and Development Strategic Guidance for Community Planning Partnerships: Community Learning and Development COMMUNITY LEARNING AND DEVELOPMENT: STRATEGIC GUIDANCE FOR COMMUNITY PLANNING PARTNERSHIPS EXECUTIVE SUMMARY This

More information

3.1.5 Housing in Bradford district

3.1.5 Housing in Bradford district Published: December 2011 3.1.5 Housing in Bradford district Context The homes where we live have long been recognised as an important factor on our health and wellbeing. In Victorian times, during the

More information

Asset Management Strategy 2015-18

Asset Management Strategy 2015-18 Asset Management Strategy 1.0 Our Intention 1.1 Our Asset Management Strategy details our commitment to delivering well maintained, energy efficient homes and fantastic neighbourhoods that meets the needs

More information

Patient Transport Keeping the wheels in motion

Patient Transport Keeping the wheels in motion Patient Transport Keeping the wheels in motion Public and stakeholder engagement to inform the service specification for Patient Transport Services in North and North East Lincolnshire, July - September

More information

Delivering Local Health Care

Delivering Local Health Care Delivering Local Health Care Accelerating the pace of change Delivering Local Integrated Care Accelerating the Pace of Change WG 17711 Digital ISBN 978 1 0496 0 Crown copyright 2013 2 Contents Joint foreword

More information

Oldham s. Co-operative Housing Offer 2014 15

Oldham s. Co-operative Housing Offer 2014 15 Oldham s Co-operative Housing Offer 2014 15 Welcome to Oldham s Co-operative Housing Offer St Mary s RTPI award wining new build scheme 2013 2 Oldham has an ambition to build a co-operative borough. We

More information

Digital Support for Agents Briefing Note

Digital Support for Agents Briefing Note Digital Support for Agents Briefing Note Key messages In line with the Government s Digital by Default agenda HMRC is looking at how it can provide greater choice and more flexible services to agents (and

More information

Not-for-Profit Advice Services in England

Not-for-Profit Advice Services in England Not-for-Profit Advice Services in England CONTENTS Foreword 3 Introduction 4 Not for Profit Advice Services Supply and Demand 6 Funding and the Role of Government 8 Meeting the Challenges Ahead 11 Supporting

More information

1 PURPOSE AND SUMMARY 1.1 This report seeks approval to consult on the draft 2015/16 2019/20 Revenue Financial Plan.

1 PURPOSE AND SUMMARY 1.1 This report seeks approval to consult on the draft 2015/16 2019/20 Revenue Financial Plan. ITEM NO. 11(a) 2015/1 201/20 REVENUE FINANCIAL PLAN Report by the Chief Financial Officer SCOTTISH BORDERS COUNCIL 18 December 2014 1 PURPOSE AND SUMMARY 1.1 This report seeks approval to consult on the

More information

Great Places to Grow Old. Action Plan. Bradford District s Housing Strategy for the over 50s 2011 2021. Appendix 5

Great Places to Grow Old. Action Plan. Bradford District s Housing Strategy for the over 50s 2011 2021. Appendix 5 Great Places to Grow Old Bradford District s Housing Strategy for the over 50s 2011 2021 Appendix 5 Action Plan Years 3 & 4 July 2013 - June 2015 Introduction The Bradford Housing Strategy for the Over

More information

Supporting Social And Economic Inclusion: Winner

Supporting Social And Economic Inclusion: Winner Supporting Social And Economic Inclusion: Winner The Wrekin Housing Trust And Partners: Financial Inclusion And Capability Summary Increasingly we are all required to take greater personal responsibility

More information

Early Help Strategy 2013-2015. Children, Young People and Families. www.manchester.gov.uk

Early Help Strategy 2013-2015. Children, Young People and Families. www.manchester.gov.uk Early Help Strategy Children, Young People and Families 2013-2015 www.manchester.gov.uk 1. INTRODUCTION EARLY HELP STRATEGY 1.1 The Early Help Strategy endorsed by the Manchester Children s Board is a

More information

Insert your title image over this grey box. Asset Management Strategy

Insert your title image over this grey box. Asset Management Strategy Insert your title image over this grey box Asset Management Strategy Asset Management Strategy Service Providers role The overall vision of TAM is to manage the assets most effectively. This shall be achieved

More information

HIGHWAY INFRASTRUCTURE ASSET MANAGEMENT STRATEGY

HIGHWAY INFRASTRUCTURE ASSET MANAGEMENT STRATEGY HIGHWAY INFRASTRUCTURE ASSET MANAGEMENT STRATEGY 16 November 2015 Highway Infrastructure Asset Management Strategy Contents Introduction 1.0 The Need for Asset Management 1.1. Background 1.2. Aims and

More information

Kent County Council Case Study - Market Based Approach to plus (Club60)

Kent County Council Case Study - Market Based Approach to plus (Club60) Kent County Council Case Study - Market Based Approach to plus (Club60) Introduction Fee income is one of the most important sources of Pound Plus, but increasing income from fees is not always straightforward.

More information

National Contact Management Strategy

National Contact Management Strategy National Contact Management Strategy 2012 NCMS 2012 NOT PROTECTIVELY MARKED 4 National Contact Management Strategy (NCMS) This document has been produced by the Association of Chief Police Officers (ACPO)

More information

Warmer Healthier Homes: A Consultation Paper on a new Fuel Poverty Strategy for Northern Ireland

Warmer Healthier Homes: A Consultation Paper on a new Fuel Poverty Strategy for Northern Ireland Warmer Healthier Homes: A Consultation Paper on a new Fuel Poverty Strategy for Northern Ireland A Response by the Chartered Institute of Housing in Northern Ireland September 2010 The Chartered Institute

More information

HOME ENERGY CONSERVATION ACT: GREATER MANCHESTER 2013/14 15/16 ACTION DETAILS TIMING

HOME ENERGY CONSERVATION ACT: GREATER MANCHESTER 2013/14 15/16 ACTION DETAILS TIMING HOME ENERGY CONSERVATION ACT: GREATER MANCHESTER 2013/14 15/16 ACTION DETAILS TIMING 1. LOCAL ENERGY EFFICIENCY AMBITIONS AND PRIORITIES Ambitions Greater Manchester (GM) is committed to supporting and

More information

Corporate Procurement Strategy 2014-2017

Corporate Procurement Strategy 2014-2017 Strategy 2014-2017 Strategy 2014-2017 Introduction The Brighton & Hove community is distinctive for its strong international flavour and vibrant diversity of cultures. The make-up of the local population,

More information

Council Meeting, 26/27 March 2014

Council Meeting, 26/27 March 2014 Council Meeting, 26/27 March 2014 HCPC response to the Final Report of A Review of the NHS Hospitals Complaint System Putting Patients Back in the Picture by Right Honourable Ann Clwyd MP and Professor

More information

Service Tasmania Unit

Service Tasmania Unit Service Tasmania Strategic Plan 2010-2015 1 Service Tasmania 2010-15 Strategic Plan Department of Premier and Cabinet Service Tasmania Unit Purpose The Service Tasmania Strategic Plan 2010-2015 identifies

More information

Digital Hampshire A strategy for Hampshire County Council and its partners

Digital Hampshire A strategy for Hampshire County Council and its partners Digital Hampshire A strategy for Hampshire County Council and its partners Helping everyone in Hampshire to benefit from the digital age www.hants.gov.uk 2 CONTENTS Foreword 3 What is Digital Hampshire?

More information

Customer Services Team Leader. Recruitment Pack

Customer Services Team Leader. Recruitment Pack Customer Services Team Leader Recruitment Pack SECTION 1 June 2016 Customer Services Team Leader Thank you for your interest in this position. This is a new role which has arisen following a recent restructure

More information

Procurement strategy

Procurement strategy Procurement strategy 2015-2018 Contents 1. Introduction... 3 1.1 Background... 3 1.2 Supplier Spend... 3 1.3 Local Impact... 3 2. Scope of the strategy... 3 3. Drivers and Challenges... 4 3.1 As part of

More information

UK Government Information Economy Strategy

UK Government Information Economy Strategy Industrial Strategy: government and industry in partnership UK Government Information Economy Strategy A Call for Views and Evidence February 2013 Contents Overview of Industrial Strategy... 3 How to respond...

More information

Procurement Strategy. STAR Procurement is the shared procurement service for Stockport, Trafford and Rochdale Councils

Procurement Strategy. STAR Procurement is the shared procurement service for Stockport, Trafford and Rochdale Councils Procurement Strategy STAR Procurement is the shared procurement service for Stockport, Trafford and Rochdale Councils Foreword 1 This STAR Procurement Strategy sets out the strategic direction and priorities

More information

The stock condition survey identifies required spend by element and by property. The stock valuation sets our asset/debt capacity relationship.

The stock condition survey identifies required spend by element and by property. The stock valuation sets our asset/debt capacity relationship. VALUE FOR MONEY SELF ASSESSMENT Value for Money Strategy The Trust s VFM strategy has four key objectives, designed to assist the achievement of Value for Money at all levels and throughout all service

More information

Customer Charter. Our promises, your rights. Qtel Customer Charter. Version 1.0. July 2009. 1

Customer Charter. Our promises, your rights. Qtel Customer Charter. Version 1.0. July 2009. 1 Customer Charter Our promises, your rights Qtel Customer Charter. Version 1.0. July 2009. 1 Dear customer At Qtel we are committed to meeting all of your telecommunications needs. Our aim is to provide

More information

Shaping Places, Creating Communities and Changing Lives Customer Service Strategy 2013-2017

Shaping Places, Creating Communities and Changing Lives Customer Service Strategy 2013-2017 Shaping Places, Creating Communities and Changing Lives Customer Service Strategy 2013-2017 1 CONTENTS DESCRIPTION PAGE NUMBER 1. Introduction 3 2. Links to the Group Business Strategy 6 3. General Operating

More information

DIGITAL STRATEGY 2014-2017

DIGITAL STRATEGY 2014-2017 DIGITAL STRATEGY 2014-2017 Digital Strategy CONTENTS Introduction 1 Our Vision 3 Benefits 5 Our Digital Design Principles 6 Our Strategy 8 Our Key Enablers 11 INTRODUCTION SFRS uses digital technology

More information

Championing Customer Service & Choice: Finalist

Championing Customer Service & Choice: Finalist Championing Customer Service & Choice: Finalist Homes for Haringey: Customer Journey Mapping Programme Summary The Homes for Haringey Customer Journey Programme started in spring 2009 and is now in its

More information

Scottish Borders Council. Local Scrutiny Plan 2015/16

Scottish Borders Council. Local Scrutiny Plan 2015/16 Scottish Borders Council Local Scrutiny Plan 2015/16 March 2015 Scottish Borders Council Local Scrutiny Plan 2015/16 Introduction 1. This local scrutiny plan sets out the planned scrutiny activity in Scottish

More information

Technology Review Feedback Vale of Glamorgan Council

Technology Review Feedback Vale of Glamorgan Council Technology Review Feedback Vale of Glamorgan Council Audit year: Annual Improvement Assessment 2011 Issued: October 2011 Document reference: 538A2011 Status of report The person who delivered the work

More information

AGENDA ITEM 5 AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY

AGENDA ITEM 5 AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY Report by the Head of Roads Ayrshire Roads Alliance PURPOSE OF REPORT 1. The purpose of this report

More information

Authorities feel that the new definition is hard to explain or to use for targeting

Authorities feel that the new definition is hard to explain or to use for targeting CAN Training Day Conference, Manchester, 9 May 2014 1. Introduction This document summarises discussions from two workshop sessions held as part of the Carbon Action Network Training Day Conference in

More information

HARLOW COUNCIL PERFORMANCE MANAGEMENT FRAMEWORK

HARLOW COUNCIL PERFORMANCE MANAGEMENT FRAMEWORK HARLOW COUNCIL PERFORMANCE MANAGEMENT FRAMEWORK July 2013 1 P age Contents Page 1.0 Definition 3 2.0 Context 3 3.0 Purpose and aim of the policy 4 4.0 Policy Statement 4 5.0 Framework for Performance Management

More information

Universal Credit. Local Support Services Framework

Universal Credit. Local Support Services Framework Universal Credit Local Support Services Framework February 2013 Contents Ministerial Foreword 3 Local Authority introduction 5 Executive summary 6 Section 1: Overview and purpose 7 Section 2: Context and

More information

NHMF Best Practice Awards 2011 Application

NHMF Best Practice Awards 2011 Application NHMF Best Pratice Awards 2011 Application Background Mosscare is a charitable, not for profit housing association committed to communities and neighbourhoods. We have around 3300 properties in management

More information

Welfare Reform Targeted Support Scheme Evaluation Report June 2014

Welfare Reform Targeted Support Scheme Evaluation Report June 2014 Welfare Reform Targeted Support Scheme Evaluation Report June 2014 The Welfare Reform Targeted Support Scheme was created by City of York Council after it received 35,000 from central government to support

More information

If the top up amount is below 1000 then we will make a grant if it is above this amount then you will need to apply for an Equity Release Loan.

If the top up amount is below 1000 then we will make a grant if it is above this amount then you will need to apply for an Equity Release Loan. INTRODUCTION This document summarises the various policies that make up the Community Housing Strategy. This supports the Council s Housing Strategy and the Corporate Objectives set out in the Council

More information

DEVELOPING AN EFFECTIVE PERFORMANCE MANAGEMENT SYSTEM. Ross Fraser HouseMark

DEVELOPING AN EFFECTIVE PERFORMANCE MANAGEMENT SYSTEM. Ross Fraser HouseMark DEVELOPING AN EFFECTIVE PERFORMANCE MANAGEMENT SYSTEM Ross Fraser HouseMark Raising the Bar on Performance and Sector Revitalization July 5 and 6, 2007 Contents Page 1. Introduction 2 2. What should a

More information

Herts emarketplace. creating an online resource of social care and support services for people in Hertfordshire

Herts emarketplace. creating an online resource of social care and support services for people in Hertfordshire Herts emarketplace creating an online resource of social care and support services for people in Hertfordshire Introduction pack for organisations and businesses Contents Information about the emarketplace

More information

Environment Committee 11 January 2016

Environment Committee 11 January 2016 Environment Committee 11 January 2016 Title Whole Life Costing of Footway Maintenance Treatments and Scheme Prioritisation Report of Wards Status Urgent Key Enclosures Commissioning Director, Environment

More information

HIGH PEAK BOROUGH COUNCIL. Report to the Corporate Select Committee. 19th January 2016

HIGH PEAK BOROUGH COUNCIL. Report to the Corporate Select Committee. 19th January 2016 AGENDA ITEM 5 HIGH PEAK BOROUGH COUNCIL Report to the Corporate Select Committee 19th January 2016 TITLE: EXECUTIVE COUNCILLOR: CONTACT OFFICER: WARDS INVOLVED: Housing Revenue Account (HRA) Business Plan

More information

Program 7 Customer Focus. Council will be a customer focused organisation that is "Dedicated to Customers: Everyone. Everywhere.

Program 7 Customer Focus. Council will be a customer focused organisation that is Dedicated to Customers: Everyone. Everywhere. Customer Focus Program Goal Council will be a customer focused organisation that is "Dedicated to Customers: Everyone. Everywhere. Every time" Program Description As an enabling program, Customer Focus

More information

THE RENTAL EXCHANGE INTRODUCTION. Helping social tenants build a positive credit history to gain equal access to financial services

THE RENTAL EXCHANGE INTRODUCTION. Helping social tenants build a positive credit history to gain equal access to financial services By Social Entrepreneurs For Social Entrepreneurs THE RENTAL EXCHANGE Helping social tenants build a positive credit history to gain equal access to financial services INTRODUCTION THE BIG ISSUE GROUP The

More information

Responsive Repairs and Void Maintenance Strategy

Responsive Repairs and Void Maintenance Strategy Responsive Repairs and Void Maintenance Strategy Renewal: Nov. 2012 Contents: Page: 1. THE VISION 3 2. INTRODUCTION 3 3. DEFINITIONS 4 4. DELIVERY OF THE STRATEGY 5 5. TARGETS AND OBJECTIVES 6 6. MONITORING

More information

Tackling Bullying in Bedford Borough Schools and Settings

Tackling Bullying in Bedford Borough Schools and Settings Tackling Bullying in Bedford Borough Schools and Settings The Local Authority s Anti-Bullying Strategy November 2009 Tackling Bullying in Bedford Borough Schools and Settings 1 Contents: Page A. Context...

More information

All together now. a new Third Sector strategy for Harrow

All together now. a new Third Sector strategy for Harrow All together now a new Third Sector strategy for Harrow 2013-2016 Contents Page 3 - Background Page 4 - Definition Page 4 - Purpose Page 5 - Benefits Page 6 - Principles Page 7 - Strategies Page 8 - Actions

More information

Charnwood Borough Council. Corporate Performance Management Framework

Charnwood Borough Council. Corporate Performance Management Framework Charnwood Borough Council Corporate Performance Management Framework Contents 1 Introduction... 1 2 Background... 1 3 Role of the Performance Team... 2 4 Charnwood Framework... 2 4.1 Corporate Plan...2

More information

Diversity Network Accreditation Distinction Case Study

Diversity Network Accreditation Distinction Case Study Diversity Network Accreditation Distinction Case Study Distinction - Liverpool Mutual Homes strategy Community Initiative Fund Organisation Liverpool Mutual Homes Project/Initiative - Community Initiative

More information

Cumbria County Council. Digital Strategy 2015-18

Cumbria County Council. Digital Strategy 2015-18 Cumbria County Council Digital Strategy -18 Serving the people of Cumbria Appendix 1 cumbria.gov.uk Contents 1. Foreword 2. Introduction 3. Our Vision, Outcomes and Priorities 4. The National and Local

More information

Section 1: Our assessment of the importance of housing for wellbeing in Scotland

Section 1: Our assessment of the importance of housing for wellbeing in Scotland Commission on Housing and Wellbeing Consultation 2014 North Lanarkshire Council Response Section 1: Our assessment of the importance of housing for wellbeing in Scotland Q1 Has our assessment of housing

More information

Customer Contact Strategy

Customer Contact Strategy Strategy 2014-2017 V9 Jan 14 Index Section Description Page No. 1 2 3 4 5 Appendix A Appendix B Introduction Where are we now Insight into Oxford City Customers Strategic Overview Delivery of the Strategy

More information

York Citizens Advice Bureau How did our advice help you?

York Citizens Advice Bureau How did our advice help you? York Citizens Advice Bureau How did our advice help you? Introduction York CAB is an independent charity that gives free, confidential and independent legal advice on a huge range of issues, including

More information

Supporting Social And Economic Inclusion: Finalist

Supporting Social And Economic Inclusion: Finalist Supporting Social And Economic Inclusion: Finalist Derbyshire Dales District Council: The Derbyshire Dales Debt And Money Advice Project Summary Derbyshire Dales DC (DDDC) sought to address the rising

More information

3. The first stage public consultation conducted from March to June 2008 aimed at consulting the public on

3. The first stage public consultation conducted from March to June 2008 aimed at consulting the public on EXECUTIVE SUMMARY The Government published the Healthcare Reform Consultation Document Your Health, Your Life (the Consultation Document ) on 13 March 2008 to initiate the public consultation on healthcare

More information

EXECUTIVE 16 FEBRUARY 2009

EXECUTIVE 16 FEBRUARY 2009 Item No 4 EXECUTIVE 16 FEBRUARY 2009 SUBJECT: REPORT BY: BIENNIAL CUSTOMER SATISFACTION SURVEY: RESULTS FROM THE TENANT SATISFACTION SURVEY AND THE PROPOSED TENANT LIAISON TEAM ACTION PLAN DIRECTOR OF

More information

Recruitment of a Head of Schools HR for Newham Partnership Working (NPW)

Recruitment of a Head of Schools HR for Newham Partnership Working (NPW) HAYS Executive 23 Lower Belgrave Street LONDON SW1W 0NT April 2015 Dear Applicant Recruitment of a Head of Schools HR for Newham Partnership Working (NPW) Thank you for your interest in Newham Partnership

More information

Sustainable Supply Chain Policy

Sustainable Supply Chain Policy Sustainable Supply Chain Policy 1. Contents Page 2. Introduction & Purpose 1 3. Definitions 1 4. Benefits of a Sustainable approach to the Supply Chain 2 5. Operational Context 2 6. Elements & Principles

More information

Vision Business Plan 2015 to 2020

Vision Business Plan 2015 to 2020 Vision 2020 Business Plan 2015 to 2020 Contents Para Page 1.0 Introduction 3 2.0 Our Mission 4 3.0 Our Aims 4 4.0 Our Values 5 5.0 Our Environment National Context Local Context Residents Staff 5-9 6.0

More information

Aberdeen City Council s Response to the Draft National Strategy for Housing for Older People: Consultation

Aberdeen City Council s Response to the Draft National Strategy for Housing for Older People: Consultation Aberdeen City Council s Response to the Draft National Strategy for Housing for Older People: Consultation Introduction Aberdeen City Council welcomes the opportunity to comment on the draft strategy:

More information

Over the last twelve months, we've completed two significant changes which are important in providing a solid base for Spectrum to move forward.

Over the last twelve months, we've completed two significant changes which are important in providing a solid base for Spectrum to move forward. Spectrum Housing Group Moving Forward www.spectrumhousing.co.uk Introduction We are proud of what we do at Spectrum. We continue to deliver high quality services to our residents while growing and developing

More information

Opportunities for All. Supporting all young people to participate in post-16 learning, training or work

Opportunities for All. Supporting all young people to participate in post-16 learning, training or work Opportunities for All Supporting all young people to participate in post-16 learning, training or work SUPPORTING IMPLEMENTATION Context The Scottish Government recognises the disproportionate impact that

More information

Business Charter for Social Responsibility

Business Charter for Social Responsibility Business Charter for Social Responsibility This Charter describes the spirit, style and behaviours we will adopt and will expect our partners/suppliers to adopt as we jointly work together in an open,

More information

The City of Edinburgh Council Business plan 2015 18. A thriving, sustainable capital city

The City of Edinburgh Council Business plan 2015 18. A thriving, sustainable capital city The City of Edinburgh Council Business plan 2015 18 A thriving, sustainable capital city Introduction This business plan sets out the strategic direction and priorities for the City of Edinburgh Council

More information

Business plan update 2013-2018

Business plan update 2013-2018 Business plan update 2013-2018 Year 3 Hello The Northwards Housing Business Plan 2013/18 sets out a vision for the business through a time of public sector austerity. It details the challenges we ll be

More information

A guide to establishing a national register for exercise professionals

A guide to establishing a national register for exercise professionals A guide to establishing a national register for exercise professionals Occupational Standards Registers should have a direct relationship to the labour market. Members of Registers should have up- to-

More information

Resident Involvement Strategy

Resident Involvement Strategy Housing services Resident Involvement Strategy 2016 2018 Approved by residents May 2016 Transforming our housing service, putting residents at the heart of decision making Resident Involvement Strategy

More information

Gloucestershire Health and Wellbeing Board SIG

Gloucestershire Health and Wellbeing Board SIG Gloucestershire Health and Wellbeing Board SIG Report Title Item for decision or information? Sponsor Author Organisation Report from the Strategy Implementation Group (SIG) For information Dr Peter Brambleby

More information

Ascham Homes Digital Strategy Project Executive Summary. November 2014

Ascham Homes Digital Strategy Project Executive Summary. November 2014 Ascham Homes Digital Strategy Project Executive Summary November 2014 1 Contents This document is a report for phase one of the Ascham Homes Digital Strategy. It represents the design for a future model

More information

Customer Service Strategy 2010-2013

Customer Service Strategy 2010-2013 Service Strategy 2010-2013 Introduction Our vision for customer service is: Oxfordshire County Council aims to deliver excellent customer service by putting our customers at the heart of everything we

More information

Self Assessment STANDARDS

Self Assessment STANDARDS Self Assessment STANDARDS www.wellbeingcharter.org.uk This pack contains an overview of the Workplace Wellbeing Charter, including the Charter Framework, the Assessment Standards and other useful information.

More information

Sustainable Development Strategy

Sustainable Development Strategy Sustainable Development Strategy Our vision and strategy: A railway fit for the future 2013 2024 Document Ref: SBPT204 Version 0.71 Executive summary Network Rail exists to generate outstanding value for

More information