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Delivering public services for the digital age  Noel McLaughlin, B.Sc. ( Hons ), Business Systems Manager PowerPoint Presentation
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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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slide1

Delivering public services for the digital age 

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

slide2

Metrics

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

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

slide4

The Need for Change

  • Demonstrate Best Value
  • Customer expectations
  • Modernise working practices
      • People
      • Processes
      • Policies
  • Deliver savings
  • Improve quality of service and data
  • Compliance
slide5

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
slide6

Controlling Repairs

Geography + Skills + Availability = DynamicScheduling

slide7

Controlling Repairs

Rural: Circular Route pre-planned.

slide15

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
slide17

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
slide18

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.
slide19

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)
slide20

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!
slide26

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