SOCITM Conference on Business Transformation 20 February 2006

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SOCITM Conference on Business Transformation20
February 2006
Improving the outdoor environment

• Josie McGuirk
• Deputy Chief Executive
• Rushcliffe Borough Council

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About Rushcliffe

• District Council South Nottinghamshire
• 106,000 population
• Affluent area
• Conservative control
• Good CPA
• Good performance
• High public expectation
• Low Council Tax
• Top class recyling2go
• Beacon Council shortlist
• Good leisure services
• High usage / high satisfaction levels
• Good IT service
• Best Value / Benchmarking SOCITM - User
  Satisfaction / IEG

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Streetwise in Context

• Priority to improve customer access 1999
• Transformational project whole organisation
• Customer service centre - 2000
• Front office / call centre
• Web services
• CRM / links to back-office
• Migration of services back to front office
• Currently
• 75 delivery first point of contact includes Revs
  / bens / environmental services

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Remote working
Environmental health / Building control Corporate
study underway
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E-gov Foundations for Streetwise in place

• Web service
• report a problem
• Customer service centre
• Mobile working

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Streetwise - A dirty Story
And Dog Poo
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Why Streetwise ?

• Spring 2004
• Low level and declining public satisfaction with
  cleanliness of the Borough 54
• Low level and declining performance BV199
  bottom quartile 25
• Number 1 priority for improvement
• Important to the public
• Crime and disorder
• Enviro-crime
• Fear of crime
• Important influence on well-being of the area

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Project to Improve

• Team lead by service manager
• Front-line
• I.T.
• HR
• Policy
• BPR tools
• Process maps
• Re-design service
• Remit improve at no additional cost

Blank sheet of paper New ideas
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Findings of the Project Team

• Cleaning clean streets
• Little capacity to deal with web / CSC reports
• Grounds Maintenance / Street cleaning not working
  together
• Not using information effectively

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New Streetwise service

• Street cleaning / Grounds Maintenance
• StreetWise Action Teams SWAT
• Total cleanse approach
• Area team ownership
• Reactive team swift response
• Education / Enforcement
• Information / Intelligence key to success
• Technology supports the service

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Streetwise Information systems

• Requests
• Customer
• Web / call-centre / face-to-face
• Customer monitoring web
• CRM
• Co-ordinators
• Schedule work
• Deploy reactive team
• Inspectors
• Log incidents (PDAs)
• Inspections
• Dynamic inspection schedules

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Service requests
CRM Property People Requests
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Inspections
CRM Property People Requests
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PDA

• Used for
• Direct access to web applications
• Incident reporting
• Inspection schedules

• Challenges
• End user expectation
• Network coverage in a rural area
• Ergonomics
• Trialled 3 - 4

Orange SPVM 5000
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And..

• Education
• Schools

• Streetwise heroes
• Awards for the public

• Enforcement -Not yet started
• Slowly / slowly approach
• Training
• Publicity
• Focus on fly-tipping

E-zine On-line customer pledge
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Streetwise Outcomes

• BV199 5 - top quartile performance in 9 months
  
• Improved performance within current budget
• Mobile technology - PDA - 11K
• Non-cashable efficiency saving 200K
• User satisfaction 63 - increase of 9 in 9
  months

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Improved performance
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Learning points

• Multi-disciplinary team
• Engage front-line employees
• Time
• Not enough trial of PDAs ran as service was
  being delivered
• Loss of confidence / frustration
• Too ambitious
• Aspects of project still to be delivered
• Better planning

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Conclusion
Cleaner streets Higher customer
satisfaction Gershon non-cashable efficiency ITs
Helping to Make a difference