A whole council approach to transformation

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A whole council approach to transformation

• Kevin Huggins Cooper
• Strategic Director of Organisational Improvement

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Who are we?

• 198,000 residents
• Only Tyne and Wear borough to be growing
• Wallsend, Whitley Bay, North Shields,
  Killingworth
• Elected Mayor

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What needed fixing?

• Poor to 2 stars
• Approach to customers
• Culture
• Poor service delivery
• Disparate buildings

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• The Council
• Democratic
• Strategic
• Policy
• Leadership
• Mayor and
• 60 Elected
• Members

People and Community North Tyneside 198,000 p
eople
The Council
Services
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The Council - Mission

• Working closer to Communities
• Mayors pledges
• Deliver value for money
• Quality services
• Happy citizens
• Closing the gap

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SUSTAINABLE COMMUNITY STRATEGY A
diverse,enterprising,learning, accessible and
sustainable borough. A 2030 vision for North
Tyneside
Corporate Plan
Local Area Agreement
Financial Strategy
Engagement To increase, engagement, cohesion and
social capital in North Tyneside
Building for the Future Groundbreaking physical
investment To deliver quality of life
Closing the Gap No one disadvantaged by where
they live. A quality of life better than most of
England
Transformation Service, People, Customer Culture
change. A programme to transform the organisation
and deliver the resources to implement our plan
for North Tyneside
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Getting started

• Launch events
• Political engagement
• Union engagement
• Market engagement
• Strategic partners
• Comms campaign

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Customer

• Customer strategy
• Accommodation tiered approach
• Institute of Customer Service
• Customer experience
• Customer relationship management
• Engagement

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Coordinating services
Working closer with communities
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Service

• Fence to fence
• Waste
• CHRIS
• Older peoples homes
• Culture and leisure
• Fleet
• VFM

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People

• Strategy
• Communication
• Culture
• Workforce planning
• Job evaluation
• Equality and diversity

• Member development
• Knowledge management
• Performance improvement
• HR Payroll
• Recognition
• Volunteering

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Accommodation

• New open plan, modern accommodation
• New working practices
• New modern/multi use council chamber
• Support services
• Technology
• Lights out server environment
• Thin client / IP telephony
• Corporate management team

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Delivering the Programme
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Issues (1)

• Good Governance
• Involving Members
• Overview and Scrutiny

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Issues (2)

• Programme Project Management
• Business Cases
• Benefits Realisation

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Issues (3)

• Ownership
• Communications
• TU and workforce involvement

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Achievements

• 3 star improving strongly/well
• 7 New JSCs
• ICS
• CRM
• Fence to fence
• Modernised Adult Services

• Closer values
• Equality and diversity
• Job evaluation
• Quadrant campus
• Business support service
• VFM
• Closing the gap

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Savings profile
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What is different

• Culture
• Broken the mould
• One council
• Governance
• Customer satisfaction
• Colleague satisfaction
• Put on the map
• From transformation to business as usual

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What next?

• vfm Programme 2010-2014 104m
• Major projects
• Focus on outcomes
• Transforming how the organisation supports this

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Thank you