Customer & Support Services
Scrutiny Committee
24th November 2008
THINK EFFICIENCY
Administration Review
Programme structure and aims
The programme is made up of seven projects and series of enablers which…
Customer
Services
Mgt.
Structures
Administration
Common
Functions
Workforce
Mgt.
3rd Party
Relations
Procure
Q Wins
Enablers: ICT, HR, Property& Agile working
… when delivered together, has following balanced score card of outcomes:
• Service improvements for citizens… Greater access and choice, a better
contact experience through improved performance and improved perceptions of
council services
• Balancing the books … Reduced expenditure on procurements and Lower
service costs
• Changing our organisation for the future… fit for purpose organisation for the
future, highly motivated, skilled & empowered workforce & an increased
emphasis on collaboration & team work
Administration Review
Summary of the ‘As Is’ Findings
Establishing the Administration Baseline
•
•
•
•
Data Gathering Exercise
(162 Interviews covered 147 FTEs)
Activity Analysis Questionnaire (222 FTEs)
Original VCA Baseline = 315 FTEs
Overall Administration Baseline now re-calculated = 416 FTEs
345.5 FTE – Generic
70.5 FTE – Service Specific
•
Of the 345.5 FTE, 29 FTE senior management support posts were
excluded which reduced the baseline to 316.5 FTE
•
Overall customer baseline of 2610 FTE
Administration Review
How do these people spend their time?
Top 4 Categories are:
Document Support
General Support
Data Management
=
=
=
19.78%
18.75%
9.32%
Non-Admin Activities
=
13.67%
Administration Review
Some comments made by staff
• Processes Scope for greater automation / self service
Some inconsistency of approach across organisation
• People
Staff want clear career path with development
opportunities
Skills not always recognised / utilised and some feel
under-valued
Scope for flexible deployment
Administration Review
Some comments made by staff
• Organisation / structure
• Systems / ICT
Teams work in silos
Mixed views about centralisation /
pooling of resources
ICT enablement / further automation
requirement recognised by some
Some concerns regarding duplication of
activity and data entry between systems
Some concerns regarding whether data is
used effectively once entered onto systems
Administration Review
Summary of the Main Elements of ‘To Be’ Model (1)
• Creation of flexible, campus based generic admin pools, managed
by a Team leader, reporting to the Head of Administration
• Local decisions by Team Leader regarding deployment of
resources
• Both generic and service specific admin managed via above from
beginning, though implementation will initially focus on delivery of
new generic model
• Senior Management Support included (PAs and Management
Support Assistants) though detailed recommendations will not be
made until outcome of management structures workstream
finalised.
Administration Review
Summary of the Main Elements of ‘To Be’ Model (2)
• Releases 97 FTEs across the organisation over next 2 years
resulting in total saving of £2.7m between 2008/09 and 2010/11
Administration Review
Preferred Design Structure
Administration Review
Key Elements of Model
• Service Menu developed
• Structured approach to forecasting savings / release of roles
proposed recognising key dependencies on ICT enablement and
accommodation requirements
• Competency based organisational structure currently being
developed showing clear career development path and linked with
NVQs
• Service standards and policies to be developed to ensure service
consistency across the organisation
Administration Review
Benefits / Outcomes of Model
• Provides flexibility and the ability to move resources within and
between teams
• Retains service closer to the customer
• Establishes Administration as a professional function with defined
career progression pathways
• Enables greater consistency to be achieved in terms of processes
and practice with one overall lead for the organisation
• Provides the ability to drive further improvement and to share best
practice
Administration Review
Release of Roles and Proposed Savings Summary
• 2009 / 10 activity will focus on putting in place necessary changes
to achieve year 2 reductions
• Role reductions based upon delivery of ICT enablement e.g.
– self service for staff and managers,
– content and document management solutions,
– Implementation and consistent use of other systems, e.g.
• Travel / accommodation booking
• Single method of flexi time recording etc
Administration Review
Next Steps – Highlights (1)
• People / Organisation Structure
– Agree final customer baseline following agreement on
management structures
– Design detailed organisational structure and prepare job
descriptions (underway)
– Impact assessment of implementation of model
– Staff and Trade Union consultation (underway)
Administration Review
Next Steps – Highlights (2)
• Processes
– Identify BPR reviews and commission work
– Develop resource management process
– Review and re-develop service standards
– Review and re-develop policies
• Systems / ICT
– Specify the detailed requirement with regard to ICT
enablement (completed)