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Delivering public services for the digital age  Noel McLaughlin, B.Sc. ( Hons ), Business Systems Manager. Metrics. Area: 30,659 km² Depots : 7 Total Craft Operatives: 123

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Delivering public services for the digital age  Noel McLaughlin, B.Sc. ( Hons ), Business Systems Manager

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Delivering public services for the digital age 

Noel McLaughlin, B.Sc. (Hons), Business Systems Manager


Metrics

Area: 30,659 km²Depots : 7 Total Craft Operatives: 123

Mobile Operatives:53Residential Housing: 13,478Works orders per annum: 50,000Residential Housing:Maintenance Depots:


Background


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

    • Controlling repairs

    • Accurate costing

    • Removal of paper

    • Improved levels of customer service

    • Introduction of repairs by appointment

    • Provide maintenance and health and safety information

    • Reduction in the carbon footprint


    Controlling Repairs

    Geography + Skills + Availability = DynamicScheduling


    Controlling Repairs

    Rural: Circular Route pre-planned.


    Dynamic Scheduling


    Increase Workforce Productivity


    Increase Workforce Productivity


    Challenges


    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


    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?


    Questions

    ‘Start me talking, I’ll tell you everything I know’

    Noel McLaughlin

    Business Systems Manager

    The Highland CouncilTel: 01463 702894

    Email: Noel.McLaughlin@highland.gov.uk


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