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

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

  2. Metrics Area: 30,659 km²Depots : 7 Total Craft Operatives: 123 Mobile Operatives: 53Residential Housing: 13,478Works orders per annum: 50,000Residential Housing:Maintenance Depots:

  3. Background

  4. The Need for Change • Demonstrate Best Value • Customer expectations • Modernise working practices • People • Processes • Policies • Deliver savings • Improve quality of service and data • Compliance

  5. 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

  6. Controlling Repairs Geography + Skills + Availability = DynamicScheduling

  7. Controlling Repairs Rural: Circular Route pre-planned.

  8. Dynamic Scheduling

  9. Increase Workforce Productivity

  10. Increase Workforce Productivity

  11. Challenges

  12. Interfaces

  13. 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

  14. Customer

  15. 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

  16. 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.

  17. 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)

  18. 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!

  19. < Time = Savings

  20. 25% Improvement on EME

  21. 14% Improvement on HP

  22. 25% Improvement on ROU

  23. What Next?

  24. 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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