Systems thinking efficiency briefings from the pilots september 2005
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Systems Thinking & Efficiency Briefings from the Pilots September 2005 PowerPoint PPT Presentation


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Systems Thinking & Efficiency Briefings from the Pilots September 2005. About this session. Why did Preston City Council get Involved. Preston City Council Income Collection Intervention. What we Discovered. What Improvements did we make to the Service. Conclusion.

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Systems Thinking & Efficiency Briefings from the Pilots September 2005

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Systems thinking efficiency briefings from the pilots september 2005

Systems Thinking & EfficiencyBriefings from the PilotsSeptember 2005


About this session

About this session.

  • Why did Preston City Council get Involved.

  • Preston City Council Income Collection Intervention.

  • What we Discovered.

  • What Improvements did we make to the Service.

  • Conclusion.

  • Questions Welcome at the End.


Rent collection and debt recovery

Rent Collection and Debt Recovery

  • BVPI’s in bottom quartile.

  • July 2003 - Account Management Team formed.

  • Major improvements i.e. rent arrears reduced by £600k.

  • New methods of payment introduced.

  • High turnover over staff/ staff morale.

  • Recovery process too procedural.


Why get involved

Why Get Involved?

  • After restructure performance improved (including BVPIs) but grey areas/silos.

  • Tried EFQM, IIP, Performance Management Framework, Benchmarking, BVR etc.

  • Stock Transfer- “new culture” needed to deliver and meet customer expectations

  • Expected “issues” but not sure how it would develop

??????????


What we discovered in 6 weeks

What we Discovered in 6 Weeks.

  • Too much Concentration on BVPIs and Targets – Sub Optimisation of Performance.

  • Followed Policy come what may.

  • Made the Customer Fit the System.

  • So Many People Involved in the System.

  • Waste (Value and Failure) – Monday Mornings.

  • ”Setting up Customers to Fail.”

  • Expertise in the Wrong Place.

  • I.T. is a Driving Force.

    We could prove it!

    Defacto Purpose – Meet KPIs for rent arrears.

    Revised Purpose – “Right amount, right time.”


Work flow gas and electricity meter

Work Flow. Gas and Electricity Meter.


Logic picture

Thinking

System

Performance

Logic Picture


Service improvements

Service Improvements

  • Looked at New and Existing Customers (right first time).

  • More Information to Applicants and New Sign Up Procedure.

  • Only do the Value Work & Work flows 100% clean

  • Expertise Developed and in the Right Place.

  • Improved Predictability of Income Flows

  • Introduced Measures

  • Void Turn Around Times Increased

  • Customer Focus

  • Beware!!!!


Redesign results new customers

Redesignresults new customers


Barriers

Barriers?

Full Support of Interim Director/ Chief Executive.

  • Suspicion/Protectionism/Disinterest

  • Departmental Management Team/managers

  • Housing Benefits

  • IT - systems to other departments’ needs

  • Corporate barriers - Standing Orders

  • Targets / Silos

  • Resources/ Day job

  • 3D & 2D

  • Waiting to Transfer


Systems thinking efficiency briefings from the pilots september 2005

Now

  • Success on New Customers

    • Established Working Method.

    • Average Time for Payments to Hit Accounts Reduced from 39 days to 20 Days.

    • Less New tenants Fall into Arrears.

    • We do not Sign up People Unless they want to be a Tenant.

    • Sign up Takes an Hour

    • Did not Complete Work on Existing Customers – but we have Reduced waste and know what needs to be done.

  • What’s next?

    • Community Gateway – New Structure

    • It’s not going Away!


Staff

Staff

  • They did the work plus the day job

  • They came up with the “best” service improvements

  • Staff Development

  • All expectations not met


Quotes

Quotes

  • I was so confused about what I had to pay and I was told I would get full HB but now I have rent arrears. I’m not well and this is making me worse”

  • “Account balance is never right on a Monday. It’s normally right on a Tuesday”

  • “My sister talks to her mates (in the USA), over the internet, why can’t you guys talk to each other in the same set of buildings?”

  • Quote from Interim Director after Check Presentation “……………….”

  • “There is only one decision that you can make!”

  • “All this theory does not make sense until you actually do it.”

  • “Everyone is working hard for their department but not for the benefit of the customer.”

  • “We are doing all of that anyway, it’s just Business

    Process Mapping.”


Conclusion

Conclusion

  • It worked for new tenants

  • Customer focussed

  • Better use of staff skills

  • BVPIs

  • Gateway!

  • Another step taken to a new

    organisational culture


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