AGENDA lTEM No. e.&a.aH
NORTH LANARKSHIRE COUNCIL
REPORT
To :
POLICY AND RESOURCES
[PERFORMANCE AND BEST VALUE]
SUB COMMITTEE
From:
CHIEF EXECUTIVE
Date:
9 September,l999
I Ref:
Subject:
BEST VALUE SERVICE REVIEWS
- INTERIM REPORTING
CE/O10/018/350
1. Introduction
1.1 As previously indicated the Council agreed in February, 1998 to undertake a full range of Best
Value Service Reviews covering all relevant services across the authority’s Departments over a 5
year period. A Rota for the review of services was devised to programme this process. In the current
year the 12 reviews being undertaken are:
Department
Activity
Education
Teaching and Learning (Primary
Education)
Teaching and Learning (Secondary
Education)
Community Services
Grounds maintenance
Transport
Chief Executive
PolicyiPerformance
Administration
District Courts
Office systems
Printing
Planning&Environment
Economic Development
Building Control
Housing&Property
Local Housing Service Areas 1-6
Property Services
Social Work
Childcare Services
Finance/I.T.
CreditordCash Collection.
Applications Development/Support
2. Background
2.1.The appraisal report [referred to previously] by the Scottish Office noted that North Lanarkshire,
and all Scottish Councils, could involve elected members in the best value service review process to
a greater degree. As indicated in my previous report, the Council is responding to the Scottish
Office comment by making an effort to involve members at an interim stage of the service review
process. This Report is therefore intended to enhance the interim involvement process by
summarising the progress of Year 2 of the service reviews.
3. Progress Assessments
Appendix 1 contains a summary of the progress to date with all of the service reviews in the current
year, including the benchmarking, quality and self assessment approaches being adopted by the
review teams and project managers.
4. Recommendations
It is recommended that the Committee:
a] Notes the report
b] Notes progress made in the Service Review process to date.
7
i
Local Government Access to Information Act
For further information on this report please contact Alex Gardiner, Policy Planning Manager [extension 22311
APPENDIX 1
YEAR 2 - SERVICE RE\'IEW PROGRESS REPORT
fEbu*TICw?
Department undertaking review
Targeted completion date
Service review start date
p]
PROJECT DETAILS:
Scope of project (entcr
EUGd
brief dcuils)
?&*W
6-L
PWWbrS
METHODOLOGIES BEING USED:
lrnol cumpltrt.
cntcr srhcduld
complotlon daic
benchmarking:
proccss benchmarking
- qualiry benchmarking
- cos1 benchmarking
- other - p l w c csplain
-
__
EFQM
customer survey
staff survey
I
U
other (please detail briefly)
REPORTING A N D APPROVAL PROCESS
YIS
peer review:
- scrvicc review to be the subject of indcpcndent scrurin!.?
- service revim i n t e h findngs to bc submitted to the
m
Schcduld date
(m:er monrh)
n
BV I3ficers'
Group
reporting:
- scheduled dare for compIerin8 interim report
- scheduled date for completingfinal repon
Signed
Date
SERVICE REI;IE\V PROJEm Z I . L \ ' d
This section to be completed by Corporate PO& and Performance Secdon
Date project pragrcss rtport rccfivcd
0
Date projecc progress repun m'iewed by Chief Executive's Oficc
U
YEAR 2 - SERVICE REVIEW PROGRESS REPORT
EbdmTLnd
Depanment undertaking review
1-
Service review start date
Targeted completion date
1-
PROJECT DETAILS:
METHODOLOGIES BEING USED:
Tick
rhose
Cuniplctrd
YIN?
SlaTtd
YIN?
tbi
Ilnui romplccc.
cnicr vhcduled
conrplttion dmtc
uPPb
benchmarking:
- process benchmarking
- qualin benchmarking
cost benchmarking
- other - please esplain
-
0
EFQM
customer survey
0
0
w
staffsurvey
other (please derail briefly)
% v e ~'5uQUW.
~
REPORTING A N D APPROVAL PROCESS
s
peer review:
- servicc review KO be rhe subjcct of indcpsndent scrutin:"?
- scrvice review inrerim findings to be submitred to the BV Offrccrs'
Group
0
reporting:
- schcduled date for completing ittterim rrport
Signed
scheduled date for completingfirrd report
>
Date
SERVICE REVIEW PROJECI' Z'LkSACER
This section to be completed by Corporate Policv and Performance Section
Date project progrcss repon received
Date project progress reporl mviewed by Chief Erecurive's Office
n
- Scope of project.(cntcr bncfdctails) &dkEd
p d i &~~cYGvS OF&Dd~Siod
QF%T#kH== d e Z u % % 4 N W CU%%5R60H
6METHODOLOCiES BEING USED:
If no1 complete.
cnttr schcduld
firk
those
that
DPPb
0
benchmarking:
process benchmarking
quality benchmarkg
- cost benchmarking
- other - please tsplain
-
EFQM
0
customer survey
staff survey
other (please detail briefly)
w
complcrion ducc
00
DrI 0
00
00
REPORTING AND APPROVAL PROCESS
S c h c d u l d duce
(onccr monch)
0
peer review:
- service revicw to be the subject of independent scrutiny?
-
I
scrvicc rcvicv interim findings to be submitted to the BV Officers'
Group
reporting:
scheduled date for completing inrerim report
-
Signed
scheduled date for completingjinal report
- ,,a -
Date
SERVICE REklE\v PROJECT ZL-r\'.+GER
This section to be completed by Corporate Policy and Performance Section
Dare projetr progress rcport received
Date pruject progress r e p o n rebiened by Chief Executive's Of?ice
U
0
YEAR 2 - SERVICE REL'IEW PROGRESS REPORT
e&@cimd
Department undertaking review
Service review start date
pL&v1
Targeted completion date
k3/4
PROJECT DETAILS:
lick
SiPtitd
thnlrr
YlX?
If not complete.
c'oniplctcd
VIS?
enter whrduld
that
complccion dale
apply
benchmarking:
process bcnchmarking
- qualin-benchmarking
COST benchmarking
- other please esplain
-
-
-
u u
EFQM
0
customer survey
staflsurvey
other (please detail briefly)
REPORTING AND APPROVAL PROCESS
YIS
?khdultddatr
(cnrrr month)
peer review:
service rcvicw to bc rhc subjcct of indspendenr scrutiny?
-
service revicn intcrim findings to be submitted to the BV Officers'
Group
0
b-l
reponing:
schcdulcd date for complcting interim repon
-
-
scheduled date for comp1cting~nalreport
Date
This section to be completed by Corporate Policy and Performance Section
Date project progress report rrccived
n
Y E A R 2 - SERVICE REVIEW PROGRESS REPORT
EDUCPcTtOd
Department undertaking review
Service review start date
E a
Targeted completion date
PROJECT DETAILS;
METHODOLOGIES BEING USED:
Tick
rhov
Started
YIY?
Cuniplercd
ITnoc coniplett.
!'IS?
r n i w =hrdulld
that
coniplcrion dam
UPPb
w
benchmarking:
- proccss bcnchmarking
- quality bcnchmarking
cost benchmarkhg
- other plmse esplain
-
w
- 44.
-
EFQM
0
customer sumey
staff survey
other (please detail briefly)
00
REPORTING AND APPROVAL PROCESS
peer review:
- scrvicc rcvic\\, to be rhc subject of independent scrutiny'?
-
service revial' intcrim findings to be submitted to the BV Officers'
Group
reporting:
- scheduled datc for completing interim repon
- scheduled datc for cornpletingfinal report
Signed
Date
SERI'ICE REVIE\V PROJECT \IA3%&
This section to be completed by Corporate Policy and Performance Section
Date project progress repon received
Date project progress report rc*$cwed by Chief Erecudve's Office
0
0
YEAR 2 - SERVICE REj'IEW PROGRESS REPORT
€5- 7/
ol\j
Depanment undertaking review
Targeted completion date
Service review start date
[%
94
PROJECT DETAILS:
METHODOLOGIES BEING USED:
Tick
those
Starred
YIN?
C'oniplcrcd
VIS?
I f nut cumplcic,
cnfcr schcddcd
coniplrtion dvtc
that
apply
benchmarking:
- process bencharking
- qualip bcnchmarkiv
- cost benchmarking
other - please explain
-
EFQM
customer survey
staff survey
U0
E3 0
E a Iy1
other (please detail briefly)
0
REPORTING AND APPROVAL PROCESS
peer review;
- scrvicr:revicw to bc thc subject of indcpendenr scrutiny?
- servicc rcvicw interim findings to bc submitted to the BV OficcrsGroup
rep0rting :
schcdulcd date for completing interim rcport
-
-
scheduled date for completingfinaf report
This section to be completed by Corporate Policy and Performance Section
Dare project ptogrcss rcpon received
Dare project progress r e p o n reviewed by Chief Executive's Ofice
0
YEAR 2 - SERVICE REVIEW PROGRESS REPORT
Department undertaking review
COMMUNITY SERVICES
Service review start date
Targeted completion date
PROJECT DETAILS:
Scope of project (enter brief details)
The review will deal with the entire grounds maintenance service. The scope of the project will be
to develop an action plan after examination of key issues, as detailed below.
If not complete,
enter scheduled
completion date
Completed
Y/N?
process benchmarking
- quality benchmarking
- cost benchmarking
- other - please explain
-
Note 1:
.I
.I
.I
Agreed to benchmark Servqual with Angus Council - await them to implement Servqual
EFQM
m m mI
customer survey
DDDrl I
staff survey
m m m
other (please detail briefly)
October'99
I
I
QFD
REPORTING AND APPROVAL PROCESS
Y/N
peer review:
service review to be the subject of independent scrutiny?
-
-
0
Scheduled date
(enter month)
pT-1
service review interim findings to be submitted to the BV Officers'
Group
reporting:
scheduled date for completing interim report
I November'99 1
-
- scheduled date for completingfinal report
Signed
Service Development & Review Manager (Parks)
Date
13 September, 1999
SERVICE REVIEW PROJECT MANAGER
This section to be completed by Corporate Policy and Performance Section
Date project progress report received
Date project progress report reviewed by Chief Executive's Office
Date feedback provided to Service Department (where necessary)
0
YEAR 2 - SERVICE REVIEW PROGRESS REPORT
Department undertaking review
Service review start date
COMMUNITY SERVICES
IMAY 99 1
Targeted completion date
I FEB Y2K I
PROJECT DETAILS:
Scope of project (enter brief details) To conduct a comprehensive review of the Council’s In-house Transport
System. To produce a detailed Action Plan on SMART criteria.
METHODOLOGIES BEING USED:
Tick
those
that
apply
If not complete,
enter scheduled
completion date
Completed
YiN?
Started
YiN?
benchmarking:
- process benchmarking
- quality benchmarking
- cost benchmarking
- other - please explain
EFQM
customer survey
staff survey
IDECEMBER
1
U
U
U
U
other (please detail briefly)
0
REPORTING AND APPROVAL PROCESS
Y/N
peer review:
service review to be the subject of independent scrutiny?
-
p q 1-
- service review interim findings to be submitted to the BV
Officers’ Group
November
reporting:
scheduled date for completing interim report
I 1/11/99 ]
I Feb2000 I
-
- scheduled date for completingfinal report
Signed
Eric Keenan
Scheduled date
(enter month)
Date
15 September 1999
SERVICE REVIEW PROJECT MANAGER
This section to be completed by Corporate Policy and Performance Section
Date project progress report received
0
Date project progress report reviewed by Chief Executive’s Office
U
Date feedback provided to Service Department (where necessary)
0
APPENDIX B
YEAR 2 - SERVICE REVIEW PROGRESS REPORT
CHIEF EXECUTIVE’S OFFICE
Department undertaking review
Service review start date
I May,’99 I
I Oct,’99 I
Targeted completion date
PROJECT DETAILS:
Scope of project (enter brief details)
Evaluation of critical processes and activities of the Corporate Policy and Performance and
InformatiodResearch sections and the production of an Improvement Plan.
METHODOLOGIES BEING USED:
Tick
those
that
apply
0
benchmarking:
process benchmarking
quality benchmarking
cost benchmarking
other - please explain
EFQM
0
customer survey
0
staffsurvey
IY
0
other (please detail briefly)
U
0
If not complete,
enter scheduled
completion date
Completed
Y/N?
Started
Y/N?
-
Sept. 30th
Sept. 30th
I
REPORTING AND APPROVAL PROCESS
Y/N
Scheduled date
(enter month)
peer review:
service review to be the subject of independent scrutiny?
-
service review interim findings to be submitted to the BV Officers’ Group
reporting:
- scheduled date for completing interim report
Signed
&(a
.
Date10.9
SERVICE REVIEW PROJECT MANAGER
This section to be completed by Corporate Policy and Performance Section
Date project progress report received
Date project progress report reviewed by Chief Executive’s Office
Date feedback provided to Service Department (where necessary)
I October
-1
1-1
scheduleqate for completingfinal report
,A
Y
I
YEAR 2 - SERVICE REVIEW PROGRESS REPORT
Department undertaking review
Administration
Service review start date
-
Legal S e r v i c e s D i v i s i o n
Targeted completion date
PROJECT DETAILS:
I
Scope of project (enter brief detai1s)To evaluate and t o assess the perforrrrvlce of the District
Courts recesses, t o examine the efficiency, effectiveness and responsive of the Service
provide$ and t o seek to support a system of continuous improvement by m y of the production
METHODOLOGIES BEING USED:
Tick
those
that
apply
If not complete,
enter scheduled
completion date
Completed
Y/N?
Started
YIN?
benchmarking:
- process benchmarking
- quality benchmarking
- cost benchmarking
- other - please explain
Nov 1999
I
y
1
EFQM
customer survey
IJJ
staff survey
0
lNov 1999
1
Oct 1999
I
other (please detail briefly)
REPORTING AND APPROVAL PROCESS
Y/N
peer review:
- service review to be the subject of independent scrutiny?
Scheduled date
(enter month)
I Y I I Sept
- service review interim findings to be submitted to the BV Officers’
Group
19991
-
U
reporting:
scheduled date for completing interim report
lDec 1999
-
IDec 1999
-
Signed
scheduled date for completingflnal report
ckm
Date
Dec 1999
I
I
16/9/99
SERVICE REVIEW PROJECT MANAGER
This section to be completed by Corporate Policy and Performance Section
Date project progress report received
Date project progress report reviewed by Chief Executive’s Office
0
0
YEAR 2 - SERVICE REVIEW PROGRESS REPORT
Department undertaking review
Administration - Central Services Division
I Aug99 I
Service review start date
Targeted completion date
PROJECT DETAILS:
Scope of project (enter brief details)
To examine the existing performance of the Printing and Reprographics service and its
current aims and objectives; to examine the cost and quality of the service and the options
available for the delivery of the service an; d to identify the potential for improvement.
I
I
METHODOLOGIES BEING USED:
Started
Y/N?
- process benchmarking
- quality benchmarking
- cost benchmarking
- other - please explain
Completed
Y/N?
If not complete,
enter scheduled
completion date
J
J
J
U
EFQM
customer survey
D
staff survey
I 26/11/99
I
I 15/10/99
I
I 15/10/99
I
other (please detail briefly)
REPORTING AND APPROVAL PROCESS
Y/N
peer review:
service review to be the subject of independent scrutiny?
-
-
I 22/10/99
I
service review interim findings to be submitted to the BV Officers’
Group
reporting:
- scheduled date for completing interim report
-
Scheduled date
(enter month)
I 29/10/99 1
scheduled date for completingfinal report
a’
i
I26/11/99
1
Date
PROJECT MANAGER
This section to ge completed by Corporate Policy and Performance Section
Date project progress report received
n
Date project progress report reviewed by Chief Executive’s Office
Date feedback provided to Service Department (where necessary)
SRPR.DOC
U
YEAR 2 - SERVICE REVIEW PROGRESS REPORT
Department undertaking review
Administration: Central Services Division
Targeted completion date
Service review start date
PROJECT DETAILS:
Scope of project (enter brief details)
To evaluate and assess the performance of the Office System Centre processes, to examine the
efficiency, effectiveness and response of the service provided to the Departments of the
Council and to seek to support a system of continuous improvement by way of the production
of an improvement plan.
METHODOLOGIES BEING USED:
Tick
those
that
apply
0
Started
Completed
If not complete, enter
Y/N?
Y/N?
scheduled completion
date
benchmarking:
- process benchmarking
- quality benchmarking
- cost benchmarking
- other - please explain
I 30 September 99 i
U
0
EFQM
D
0
customer survey
U
0
staffsurvey
U
0
other (please detail briefly)
n
REPORTING A N D APPROVAL PROCESS
Y/N
0
Scheduled date
(enter month)
peer review:
- service review to be the subject of independent scrutiny?
-
U
reporting:
- scheduled date for completing interim report
I 15/10/99 I
- service review interim findings to be submitted to the BV Officers’
Group
-
Y
scheduled date for completingfinal report
This section to be completed by Corporate Policy and Performance Section
Date project progress report received
Date project progress report reviewed by Chief Executive’s Office
Date feedback provided to Service Department (where necessary)
SRPR.DOC
U
-
YEAR 2 SERVICE REVIEW PROGRESS REPORT
Departmeat undertaking review
Service review start date
PROJECT DETAILS:
Planning and Environment Department
0
Mar 99
Targeted completion date Dec.
l20oQ
I
Scope of project -It is intended thm most services provided with& the Economic Uevelopinent Unit will be reviewed
over a I2 -1 8 month period. For NOV.99a ~ p l c t review
c
of thc activities outlined klow wili bc thc subject ofthe
rcport to be submitted to the Chief Executive’s OepU pm of the Council’s Best Value plui.
Business Loan Swviw (Small Business Support Scheme & West of Scotland Loan Fuod) and Employmcot Crsot
Scheme These 3 projects arc targetd 81 the business community. For each project the key isquec tn he examined
inc1udc:- Arc the service objectives being mer?Is thc scmicc the most effwtive it cuulcl be iind ib it king ddivercd in the
mmi efticicnt manner?
S@!YAbrcnce To cxamine sichess and jbseirreeisin lcvcls within thc Unit and tu eslabfirh Iargcts and mechanisms for
improvarml.
-
-
METHODOLOGIES BEING USED:
lick
M w
Started
If not complek,
Y/N?
cntcr ~cbcdulcd
cornpietiou date
that
apply
e
benchmarking:
- process benchmarking
quality benchmarking
cost benchmarking
- other - please explain
1
-
EFQM
.
30.9.99
30.9.99
-
0I
U
customer survey
mU
staffsurvey
lul
other (please detail briefly)
Value far money assessments
J
0
0
U
Y
N
Independent service evaluations
Internal frocial auditors report
1.10.93
Y
Y
Y
VARIED
Y
10.3.99
REPORTING AND APPROVAL PROCESS
YtN
peer review:
- service review to be the subject of independent scrutiny?
0
I
service review interim findings to be submitted to the BV Officers’
Group
reporting:
- scheduled date for completing tnteritn report
Signed
scheduled date for complezingfinal report
Scbcdultd dart
(eater montb)
YEAR 2 - SERVICE REVIEW PROGRESS REPORT
Department undertaking review
Service review start date
Planning and Environment
I Sept
I
Targeted completion date
PROJECT DETAILS:
Scope of project (enter brief details)
Building Control Best Value Review
METHODOLOGIES BEING USED:
Tick
those
that
apply
benchmarking:
- process benchmarking
- quality benchmarking
- cost benchmarking
- other - please explain
0
EFQM
customer survey
0
staff survey
Started
Y/N?
Completed
Y/N?
If not complete,
enter scheduled
completion date
q
0
U
U
other (please detail briefly)
0
RF,PORTING AND APPROVAL PROCESS
Y/N
Scheduled date
(enter month)
peer review:
- service review to be the subject of independent scrutiny?
0
-
service review interim findings to be submitted to the BV Officers’
Group
reporting:
- scheduled date for completing interim report
0
I Oct
I
- scheduled date for completingflnal report
Signed
Date
13/9/99
SERVICE REVIEW PROJECT MANAGER
~~
~
This section to be completed by Corporate Policy and Performance Section
Date project progress report received
U
Date project progress report reviewed by Chief Executive’s Office
0
Date feedback provided to Service Department (where necessary)
YEAR 2 - SERVICE REVIEW PROGRESS REPORT
Service review start date
Sept ‘98
Targeted completion date
Oct. ‘99
METHODOLOGIES BEING USED:
Tick
those
that
apply
benchmarking:
- process benchmarking
- quality benchmarking
- cost benchmarking
- other - please explain
If not complete,
enter scheduled
completion date
Completed
Y/N?
Started
Y/N?
El
I October ‘99
I
I October ‘99
I
0
EFQM
0
customer survey
I October ‘99
I
staff survey
I October ‘99
1
0
other (please detail briefly)
REPORTING AND APPROVAL PROCESS
Y/N
Scheduled date
(enter month)
peer review:
service review to be the subject of independent scrutiny?
-
-
0
service review interim findings to be submitted to the BV Officers’
Group
reporting:
- scheduled date for completing interim report
I Oct. ‘99 I
- scheduled date for completingflnal report
Date
14/9/1999
SERVICE REVIEW PROJECT MANAGER
This section to be completed by Corporate Policy and Performance Section
Date project progress report received
Date project progress report reviewed by Chief Executive’s Office
Date feedback provided to Service Department (where necessary)
YEAR 2 - SERVICE REVIEW PROGRESS REPORT
Department undertaking review
Housing and Property Services
Service review start date
Targeted completion date
F
l
PROJECT DETAILS:
Scope of project (enter brief details) Review of all property services with the exception of property
maintenance.
METHODOLOGIES BEING USED:
Tick
those
that
apply
benchmarking:
- process benchmarking
- quality benchmarking
- cost benchmarking
- other - please explain
J
J
J
Completed
Y/N?
If not complete,
enter scheduled
completion date
w
w
I October ‘99 I
Started
Y/N?
+l
Yes
EFQM
customer survey
staff survey
I October ‘99
I
other (please detail briefly)
m P O R T I N G AND APPROVAL PROCESS
Y/N
Scheduled date
(enter month)
peer review:
- service review to be the subject of independent scrutiny?
-
service review interim findings to be submitted to the BV Officers’
Group
Sept. ‘99
reporting:
- scheduled date for completing irzterim report
-
Signed
scheduled date for completingflnal report
A *U*
Date
SERVICE REVIEW PROJECT MANAGER
This section to be completed by Corporate Policy and Performance Section
Date project progress report received
Date project progress report reviewed by Chief Executive’s Office
Date feedback provided to Service Department (where necessary)
U
YEAR 2 - SERVICE REVIEW PROGRESS REPORT
Department undertaking review
SOCIAL WORK DEPARTMENT
Service review start date
Targeted completion
date
31.12.
PROJECT DETAILS:
Scope of project (enter brief details)
Benchmarking and EFQM Study of all remaining childcare services[Area
Teams,Projects,External Provision.
METHODOLOGIES BEING USED:
Tick
those
that
apply
Started
Y/N?
Completed
If not complete,
enter scheduled
completion date
Y/N?
benchmarking:
- process benchmarking
- quality benchmarking
- cost benchmarking
- other - please explain
EFQM
customer survey
staff survey
4
other (please detail briefly)
0 carerslexternal providers
REPORTING AND APPROVAL PROCESS
0
Scheduled date
(enter month)
Y/N
peer review:
- service review to be the subject of independent scrutiny?
n
- service review interim findings to be submitted to the BV
Officers’ Group
reporting:
- scheduled date for completing interim report
piEq
- scheduled date for completingflnal report
131/121991
Signed
R.Paul
Date
15/9/99
SERVICE REVIEW PROJECT MANAGER
This section to be completed by Corporate Policy and Performance Section
Date project progress report received
Date project progress report reviewed by Chief Executive’s Office
Date feedback provided to Service Department (where necessary)
YEAR 2 - SERVICE REVIEW PROGRESS REPORT
FINANCE - FINANCIAL SERVICES
Department undertaking review
I
I
I
Service review start date
1/10/98
Targeted completion date 3019199
PROJECT DETAILS:
Scope of project (enter brief details)
To review the creditors service, identifying the cost and quality of the current service, participating
in a Benchmarking Club of 18 local authorities and undertaking a more detailed review in a “family
group” of 5 authorities. Attempts will also be made to compare the service with the private sector.
I
METHODOLOGIES BEING USED:
Tick
those
that
apply
Started
Completed
Y/N?
Y/N?
If not complete,
enter scheduled
completion date
Benchmarking:
process benchmarking
- quality benchmarking
- cost benchmarking
- other - please explain
-
EFQM
. customer survey
n
iNll
l N l l
0
IJI
staff survey
u
other (please detail briefly)
n
Ongoing
I
Ongoing
u
REPORTING AND APPROVAL PROCESS
Y/N
Scheduled date
(enter month)
peer review:
- service review to be the subject of independent scrutiny?
-
-
service review interim findings to be submitted to the BV Officers’
Group
reporting:
scheduled date for completing interim report
-
Signed
I November I
scheduled date for completingfinal report
L Moore
Date
14/9/99
SERVICE REVIEW PROJECT MANAGER
This section to be completed by Corporate Policy and Performance Section
Date project progress report received
U
Date project progress report reviewed by Chief Executive’s Office
0
Date feedback provided to Service Department (where necessary)
YEAR 2 - SERVICE REVIEW PROGRESS REPORT
FINANCE - FINANCIAL SERVICES
Department undertaking review
Service review start date
Targeted completion date
PROJECT DETAILS:
Scope of project (enter brief details)
To review the cash collection service. The analysis will include a comparison of the fees from the
private sector, taking into account the level of service provided by such organisations. The intention
is also to compare the service with other local authorities, which operate a Municipal Bank. The
quality of the service to the public will be reviewed, using customer surveys.
METHODOLOGIES BEING USED:
Tick
those
that
apply
benchmarking:
- process benchmarking
- quality benchmarking
-
cost benchmarking
Started
Y/N?
Completed
Y/N?
If not complete,
enter scheduled
completion date
R
October 1999
-
other - please explain
EFQM
I
customer survey
staff survey
N
I I
October 1999
l y l l
I
I
J
I
I
Ongoing
other (please detail briefly)
October 1999
Identification of services provided by private sector companies; assessment of the cost and
quality of the in-house team providing that same level of service
I
REPORTING AND APPROVAL PROCESS
Y/N
*
peer review:
service review to be the subject of independent scrutiny?
Scheduled date
(enter month)
W
m
e
S
p
e
t
l
b
r
e
-
n
U
- service review interim findings to be submitted to the BV Officers’
Group
reporting:
scheduled date for completing interim report
-
Signed
scheduled date for completingfznal report
L Moore
Date
14/9/99
SERVICE REVIEW PROJECT MANAGER
This section to be completed by Corporate Policy and Performance Section
Date project progress report received
Date project progress report reviewed by Chief Executive’s Office
Date feedback provided to Service Department (where necessary)
0
0
U
kTEAR 2 - SERVICE REVIEW PROGRESS REPORT
Service review start date
4/10/99
28/2/00
Targeted completion date
PROJECT DETAILS:
Scope of project (enter brief details) Review all areas of service delivery of Applications
Development and Support
I
METHODOLOGIES BEING USED:
. benchmarking:
Tick
those
that
apply
Started
Y/N?
Completed
Y/N?
If not complete,
enter scheduled
completion date
-
process benchmarking
- quality benchmarking
- cost benchmarking
- other - please explain
*
EFQM
customer survey
U
El
. staff survev
I Ongoing
. other (Staff reviews)
I
REPORTING AND APPROVAL PROCESS
Scheduled date
(enter month)
Y/N
peer review:
service review to be the subject of independent scrutiny?
-
p q1 - 1
service review interim findings to be submitted to the BV Officers’
Group
. reporting:
-
scheduled date for completing interim report
I Feb2000 1
- scheduled date for completingfiml report
Signed
R Baxter
Date
13/9/99
SERVICE REVIEW PROJECT MANAGER
This section to be completed by Corporate Policy and Performance Section
Date project progress report received
U
Date project progress report reviewed by Chief Executive’s Office
0
Date feedback provided to Service Department (where necessary)
n