Cmmissin fr Lcal Administratin in England Business Plan 2014-15 All Business Plan activity is linked t ur fur Strategic Objectives LGO Business Plan 2014-2015 v web 3 Page 1
descriptin 1. Prvide a cmplaints handling service direct t the public which is accessible, respnsive, cnsistent and cst effective ne 1.1 Effectively manage all cmplaints and incming enquiries in line with ur published standards. 1.2 Imprve ur public cmmunicatins cntent t ensure it is accessible and meets the needs f ur custmers All services standards, bth internal and external, fr ur end t end service delivery mdel are actively mnitred and achieved. Key external service cmmitments are; 65% cases clsed < 13 weeks 85% cases clsed < 26 weeks 99% cases clsed < 52 weeks N mre than 60 utstanding cases ver 52 weeks held at ne time 80% f all cases will be decided by Assessment r allcated t an investigatr within 20 wrking days f receipt by Intake 95% f calls answered within 60 secnds by the Intake Team Answer 98% f calls that are presented t Intake Team Average answer time f 20 secnds by Intake Team Deal with 99% f written cntacts within 24 hurs f receipt by Intake Team The LGO website, and all ur external infrmatin, is accurate, up t date, streamlined and prperly reflects the LGO business mdel. 1.3 Manage the impacts f legislative changes Any legislative changes are assessed, cmmunicated t staff and the impacts are effectively managed by the business. We engage cnstructively and effectively with ther rganisatins managing the impacts f legislative changes LGO Business Plan 2014-2015 v web 3 Page 2
descriptin 1.4 Implement a system f independent scrutiny f a sample f cmpleted cmplaints abut ur service. (This initiative is ne f the Select Cmmittee recmmendatins) An independent persn is appinted t review cmplaints abut us. A mnitring system is agreed and peratinal. Cmplaints abut ur service are subjected t independent scrutiny and feedback is prvided. We recrd and act n any lessns learned arising frm this scrutiny 1.5 Frnt end Harmnisatin: Deliver shrt term changes t ur casewrk peratin as agreed by the Jint Bard. Agree a plan fr any lng term changes. (This initiative is part f the Harmnisatin Prject) We implement LGO s part f the agreed plans t imprve jint wrking practices, sharing f infrmatin and harmnisatin f ur casewrk prcesses, whilst maintaining a jined up service fr service users. 1.6 Ensure that we can better analyse the full extent f infrmatin we hld abut cmplaints. We can prduce timely and accurate reprts fr bth standard and bespke sets f reprting at all levels f the Business We can access and analyse ur data and it fully satisfies business need 1.7 Cnduct the nging Custmer Satisfactin mnitring f casewrk Results are reprted t the Leadership Team and Executive Team and are published n ur website every quarter Plans are in place t deliver any imprvements which are identified LGO Business Plan 2014-2015 v web 3 Page 3
descriptin 1.8 Intrduce a mre effective means f handling jint cases with PHSO Ptential jint wrking cases t be assessed and prgressed t investigatin r clsed, n lnger than 20 wrking days after receipt by either rganisatin. Decisin n whether t embark n a jint investigatin case within 20 wrking days f receipt by Investigative teams. 90% f jint wrking cases clsed within 52 weeks Prduce an investigatin plan with clear timescales fr each jint wrking case; t be cmpleted within 12 mnths frm start date 1.9 Imprve the management f ur case evidence LGO takes a frensic apprach t cllecting evidence; asks fr and hlds nly the relevant evidence t the case and stres evidence in the apprpriate way in ECHO. FOI/DPA requests are managed effectively and efficiently due t ur strage and retrieval prcedures. 2. Ensure sund decisins and apprpriate redress based n impartial, rigrus and prprtinate investigatins 2.1 Rll ut and embed the new Quality Framewrk thrughut the rganisatin External validatin f the Quality Framewrk received and actins identified Staff are fully aware f and wrk t the Quality Framewrk standards Cmplete set f data fr all standards embedded in the rganisatin LGO Business Plan 2014-2015 v web 3 Page 4
descriptin 2.2 Develp and imprve prfessinal practice in the rganisatin. 2.3 Review and develp the rle f the new Legal Team Develp, deliver and evaluate a prgramme f Gd Practice Seminars (GPS) during the year Guidance n peratinal business prcesses is up t date, available and used by staff We have an agreed and clear rle fr the new legal team, which takes accunt f the requirements f the business We respnd t JRs within the statutry timescales We have develped and agreed service level targets; and understand demand n the team We have an effective system fr sharing legal advice and infrmatin arund the rganisatin 3. Use ur knwledge f cmplaints t identify best practice and issues f wider public benefit, prmte gd public administratin and service imprvement, and influence public plicy 3.1 Our External Impact Strategy raises the prfile f the LGO and ensures we have an excellent reputatin amngst ur stakehlders. The agreed External Impact Strategy is embdied in the delivery plans f the P&C Team, and in the frward wrk plans f staff thrughut the business There is a higher prfile f the rganisatin and wider understanding f the LGO service LGO exert a demnstrable influence n public plicy debates External bdies and ur key stakehlders view the LGO s reputatin as credible and rbust and that we have an authritative public vice. LGO Business Plan 2014-2015 v web 3 Page 5
descriptin 3.2 Deliver ur external Training Prgramme and undertake a strategic review int the future directin and resurcing f the external Training Prgramme. We deliver a high quality prgramme f external training which satisfies the level f demand frm Lcal Authrities We have evidence that ur external training prgramme is delivered effectively and imprves lcal cmplaint handling We cnsider different ptins fr develping ur external training prgramme, and agree and develp a lng term way frward. 3.3 Create a new intranet structure and imprve the management, usage and accessibility f ur Intranet (This initiative is part f the Knwledge Management Prgramme) 3.4 Develp ur Knwledge Management practices fr Casewrk (This initiative is part f the Knwledge Management Prgramme) Our intranet is well structured, well managed, searchable and easy t use fr all staff Our intranet architecture supprts and ensures that the cntent is accessible t staff, and in line with the Knwledge Management Grup recmmendatins. Staff knw hw and where t access accurate, streamlined, reliable and up t date knwledge and infrmatin related t casewrk 3.5 Develp and publicise the Scial Care Ombudsman brand. LGO is mre widely recgnised by Service Users as the Scial Care Ombudsman, resulting in an increase in Part 3 and Part 3(a) cmplaint vlumes. The target is a 10% increase by March 2015. We have clearly defined prcedures fr wrking with CQC and an agreed MOU We have raised ur external prfile as an rganisatin dealing with Scial Care issues We have set and publicised natinal standards fr best practice in cmplaint handling fr the public and private scial care sectrs LGO Business Plan 2014-2015 v web 3 Page 6
descriptin 3.6 The LGO s prfile, knwledge and experience influence the directin f any future Ombudsman refrm. Our views and cnsideratins are a psitive cntributin t the discussins n Ombudsman Refrm. Our views are heard and acknwledged. We are pr-active in prviding input t all debates and frums n Ombudsman Refrm. 4. Ensure prper stewardship f public funds thrugh the prper use f resurces and effective public accuntability 4.1 Plan and deliver the pst 2015 accmmdatin arrangements fr Yrk ffice. (This initiative is part f the TP Accmmdatin Prgramme) We secure apprpriate and nging accmmdatin, which matches ur requirement and ensures we maintain business cntinuity. Mve csts fully funded by spnsr department Cmprehensive plans and delivery arrangements are agreed and in place t supprt the Yrk ffice mve The timing f the Yrk ffice mve is sufficiently staggered frm the ffice mve in Cventry Our accmmdatin csts, acrss the rganisatin, are n greater than ur current spend n accmmdatin. We effectively cmmunicate with staff thrughut the mve prcess LGO Business Plan 2014-2015 v web 3 Page 7
descriptin 4.2 Plan and deliver the pst 2015 accmmdatin arrangements fr Cventry ffice. (This initiative is part f the TP Accmmdatin Prgramme) We secure apprpriate and nging accmmdatin, which matches ur requirement and ensures we maintain business cntinuity. Mve csts fully funded by spnsr department Cmprehensive plans and delivery arrangements are agreed and in place t supprt the Cventry ffice mve The timing f the Cventry ffice mve is sufficiently staggered frm the ffice mve in Yrk Our accmmdatin csts, acrss the rganisatin, are n greater than ur current spend n accmmdatin. We effectively cmmunicate with staff thrughut the mve prcess 4.3 Simplify and streamline ur HR plicies s they are rbust, meet ur business needs and are cmbined int an integrated Staff Plicy Manual. All plicies in the delivery schedule are reviewed hlistically, agreed and revised. All HR plicies are readily available in an integrated web based HR manual. 4.4 Embed cultural change thrughut the rganisatin based n One LGO. The One LGO Phase 2 Plan is delivered Staff survey cmpleted and recmmendatins are implemented. Leadership Team have ne persnal bjective t supprt and help deliver the One LGO changes LGO Business Plan 2014-2015 v web 3 Page 8
descriptin 4.5 The infrmatin abut Crprate Services prvides clear, cmprehensive, accurate and up t date infrmatin t the whle rganisatin. (This initiative is part f the Knwledge Management Prgramme) All existing infrmatin n ur intranet is checked fr accuracy and amended where necessary Staff knw hw and where t access reliable, streamlined and up t date knwledge and infrmatin related t; 1. Human Resurces 2. Finance 3. Facilities 4. IT 5. Executive Supprt Team 4.6 Back-end Harmnisatin: Deliver shrt term changes t ur Crprate Services functins; as agreed by the Jint Bard. Agree a plan fr any lng term changes. (This initiative is part f the Harmnisatin Prject) We implement LGO s part f the agreed plans t integrate ur back ffice functins. 4.7 Ensure the 35% reductin in Budget des nt have a detrimental impact n Business perfrmance and staff mrale. We have mnitred and tracked ur staff levels; and allcated staff apprpriately t ensure we achieve business cntinuity and resilience. We have mnitred and tracked ur budget thrughut the year and taken apprpriate management actin t ensure we cntrl and deliver t ur tight budget targets. There is a tangible reductin f any business prcesses fund t be unnecessary r that culd be streamlined. LGO Business Plan 2014-2015 v web 3 Page 9
descriptin 4.8 Develp and agree the Crprate Strategic Plan fr 2015-18; jintly with PHSO Our Crprate Strategic Plan is apprved and fully reflects ur directin and business pririties fr the next 3 year perid. LGO s and PHSO s Crprate Strategic Plans are harmnised t achieve the same lng term gals Our Crprate Strategic Plan has been cmmunicated t the Business and all ur key Stakehlders LGO Business Plan 2014-2015 v web 3 Page 10