Delivering public services for
the digital age
Noel McLaughlin, B.Sc. (Hons), Business Systems Manager
Metrics
Area:
Depots :
30,659 km²
7
Total Craft Operatives:
123
Mobile Operatives:
53
Residential Housing:
13,478
Works orders per annum: 50,000
Background
Building
Maintenance
Purpose
• Trading Org within Housing & Property
Services
• Deliver an effective and efficient
response and void maintenance
service
IT date 2009
• Implemented a Contract Management
System: TotalRepairs
IT date 2012
• Implemented Mobile Working
(TotalMobile & Xmbrace)
The Need for Change
• Demonstrate Best Value
• Customer expectations
• Modernise working practices
• People
• Processes
• Policies
• Deliver savings
• Improve quality of service and data
• Compliance
Project Objectives
A. Controlling repairs
B. Accurate costing
C. Removal of paper
D. Improved levels of customer service
E. Introduction of repairs by appointment
F. Provide maintenance and health and safety information
G. Reduction in the carbon footprint
Controlling Repairs
Geography + Skills + Availability = Dynamic Scheduling
Controlling Repairs
Rural: Circular Route pre-planned.
Dynamic Scheduling
Increase Workforce Productivity
Increase Workforce Productivity
Challenges
Challenges
Impact
What we did
You learn
Connectivity issue
Increased time for UAT
and pushed the project
forward 4 months
Suppliers to checked and
rechecked their settings.
Talked a lot!
•
•
•
Lack of control for authority
Frequent Supplier meetings
Good Data Schema & SLA’s essential
Roles &
Responsibilities
outside project team
Users not fully
understanding their
role in ‘mobile’
Consultation
Workshops
Training
•
•
•
Good call scripts for incident management
Gear up your first /second line support
Establish Performance monitoring for new
roles Day 1.
Sequence in the
change
Too much too
young!...when you
should be having fun..
•
•
•
•
•
•
•
•
That once mobile always mobile.
Schedule in change once you establish core
business needs
Mobile has a life outside of project
environment so skill up!
Mobile Working
Wireless Stores
Barcoding
Dynamic Scheduling
Appointments
Performance
Frameworks
•
Interfaces
Benefits to the Customer
•
•
•
•
Customer involvement
Modern Approach
Quicker Response to Repairs
Overall 8% increase of repairs complete within
Target
• Effective Response to queries
• Customer Involvement
Customer
• 08:00 to 13:00
• 08:00 to 16:30
• 13:00 to 16:30
Morning
Afternoon
All Day
School
Run
• 10:00 to
14:00
Benefits to Highland Council
• Staff Health & Safety
• Jobs take less time – increase productivity
• Improved control of Operatives
• Reduction in Sub Contractors – 32% decrease
• Improved data = Performance Management
• More account of jobs
• Back Office processes quicker
• Faster receipt of Income
Consider
• Compliance with change at all levels in the
Organisation.
• IT only as good as the people
• Consultation & Support
• Continual Training Needs of the Organisation
• Investment in measuring your performance now
and as the business changes
• That people learn in different ways.
Success
• Simplifying processes ‘NOW’ e.g. schedule of rates
items and Standard Minute Values.
• Ensure roles are defined and supported
• Achieving saving & increasing efficiency
• Suppliers passing on their lessons learned
• It’s a Heart’s & Minds business – mobile phones
don’t walk around by themselves (yet)
Summary
•
•
•
•
Expect the IT to work out of the box
Focus on ensuring the business is ready
Good incident and problem management
Up-skill your own staff, report writing,
performance management and delivering
change.
• Implement good Service Level Agreements
with your suppliers
• So going mobile will save you money? Prove it!
< Time = Savings
25% Improvement on EME
14% Improvement on HP
25% Improvement on ROU
What Next?
Planned
Work
Voids
Developing
Forms will
deliver:
Mobile
Capture ASB
Mobile
Capture SHQS
Mobile
Capture Env
Health Insp
Questions
‘Start
me talking, I’ll tell you everything I know’
Noel McLaughlin
Business Systems Manager
The Highland Council
Tel: 01463 702894
Email: Noel.McLaughlin@highland.gov.uk