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our vision making a world of difference our mission

Response Programme Update Report to Scrutiny Response Ad Hoc Panel Tim Dauncey – Response Programme Director. our vision making a world of difference our mission achieving service excellence by 2005 through establishing a customer centric organisation.

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our vision making a world of difference our mission

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  1. Response Programme UpdateReport to ScrutinyResponse Ad Hoc PanelTim Dauncey – Response Programme Director

  2. our vision making a world of difference our mission achieving service excellence by 2005 through establishing a customer centric organisation

  3. Capital Investment and Revenue Investment 2003/4 – 2006/7 = 35 million 2. Revenue Investment 2003/4 – 2006/7 = 20 million Business Case

  4. Business Case • Financial Returns • 1. Revenue - £180 million over 10 year • Business efficiencies through • Procurement • Contract Management • Accommodation cost • 2. Capital • Asset disposals

  5. How customers see us now Customers Social Services Revenues & Benefits Housing Environment Education Customer service Customer service Customer service Customer service Customer service Delivery Delivery Delivery Delivery Delivery Marketing Marketing Marketing Marketing Marketing Finance Finance Finance Finance Finance HR HR HR HR HR ICT ICT ICT ICT ICT Departmental silos with multiple back office support

  6. How customers will see us after 2005 Customers Response Service Rapid Response Special Response Partner Organisations Marketing ICT Finance HR Chief Exec Organisation supports the customer facing elements

  7. Progress Programme Governance

  8. Buildings • Purchased Perceval House April 2004 • Accommodation consultants appointed June 2004 • Design briefs agreed August 2004 • OJEC notice issue for full refurbishment of Perceval House • Move management for staff agreed

  9. ICT

  10. Information Management

  11. Service Migration - Business Design

  12. Service Migration – Operational Service Design

  13. Service Migration – People Management

  14. Consultation

  15. Communications

  16. Partner/stakeholder Engagement

  17. More information: Tim Dauncey020 8825 85254daunceyt@ealing.gov.uk

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