Harborough Contact Centre
Project Governance
14/08/12
Governance Arrangements – Harborough Contact Centre Project
SRO
Anna Graves
HDC Transformation Executive
Quality
Assurance
Bev Jolly
Programme
Manager
Belle Imison
Harborough Contact Centre Project Board
Workstreams
ICT
Service Move
& Improve
Administrative
Agreement
CC Staff
Recruitment,
Training &
Operations
Leads
Chris James
Aymen Khan
Lead
Rachael
Abbott
Delegated
Authority
Anna Graves
Lead
Graham Walton
Other HDC &
CBC
Initiatives involving
Customer Services
• Channel Shift
• Lagan Dev’ment
• Council Offices
decant
• New waste
arrangements
Project Board ToR and Membership
Draft Terms of Reference
The Board is responsible for :
• Establishing a contact centre at Charnwood within the agreed project timescales
• Communications planning and implementation
• Drafting an administrative agreement for consideration and approval by each local authority
• Ensuring the project delivers within its agreed parameters
• Ensuring operational stability and effectiveness through the project implementation
• Plan for service review and continuous improvement
Membership / role
Customer Services Portfolio Holder - CBC
Customer Services Portfolio Holder
CBC Head of Service
Interim HDC Customer Services Project Lead
Project Co - ordinator
Quality Assurance
: Cllr Jenny Bokor (joint chair ?)
: Cllr Paul Dann (joint chair ?)
: David Platts (joint project manager)
: Phil Whitaker (joint project manager)
: Caroline Marshall
: Bev Jolly
Project Team – Roles and Responsibilities by Workstream
Harborough Contact Centre Project Team
Joint Project Managers : David Platts & Phil Whitaker
Project Co – ordination : Caroline Marshall
ICT
Lead :
Lead :
Revs & Bens Partnership Liaison :
Service Move & Improve
Chris James
Aymen Khan
Tim Griffiths
Administrative Agreement
Delegated Authority (HDC) :
CBC Lead :
HDC Lead :
Anna Graves
David Platts
Phil Whitaker
Lead :
Revs & Bens Service Lead :
Revs & Bens support :
Waste Service Lead :
Other Services :
Rachael Abbott
Georgina Little
Sandra Laxton
Rachel Faulkner
Tracy Robinson
CC Staff Recruitment, Training & Operations
Lead :
Graham Walton
ICT Workstream ToR
Draft Terms of Reference
The workstream is responsible for :
• Establish and test voice and data connectivity between HDC, CBC and HBBC
• Configure telephony at CBC for automated payments
• Specifying and developing system interfaces as agreed
Resources
CBC ICT Manager
HDC ICT Manager
Revs & Bens Partnership Liaison
: Aymen Khan
: Chris James
: Tim Griffiths
:
Service ‘Move and Improve’ Workstream ToR
Draft Terms of Reference
The workstream is responsible for :
• Reviewing all HDC telephone contacts
• Developing scripts, process swimlane diagrams and workflows as appropriate in conjunction with service
managers
• Specifying system interfaces to support the process flows as appropriate
• Developing training material to support both telephone and F2F service provision
• Develop User Acceptance Testing (UAT) test plans and conduct testing
Resources
HDC Head of Customer Services (Lead)
Contact Centre Business Analysts & Developers
: Rachael Abbott
: Georgina Little
Administrative Agreement Workstream ToR
Draft Terms of Reference
The workstream is responsible for :
• Drafting the administrative agreement that supports the service delegation to Charnwood
• Due diligence
Resources
Delegated Authority to develop
HDC Interim Customer Services Lead
CBC Assistant Director
: Anna Graves
: Phil Whitaker
: David Platts
:
CC Staff Recruitment, Training & Operations Workstream ToR
Draft Terms of Reference
The workstream is responsible for :
• Recruiting Contact Centre Advisors and Lagan developers to support the Harborough Contact Centre
• Developing a training plan for all customer contacts
• Arrange for all contact centre infrastructure to be ready and tested before training begins
• Implementing the training programme
Resources
CBC Customer Contact Centre Manager
: Graham Walton