Transcript Northern Ireland Housing Executive

Housing Executive – Our approach to
Self Assessment
Maurice Jennings
Lorraine Campbell
Peter McElhinney
The Regional Housing Authority
Business Improvement – Main Themes
Maurice Jennings
Assistant Director
Personnel & Development Services
The Regional Housing Authority
Outline
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Background
Business Improvement – Main Themes
Self Assessment for Front Line Services
Self Assessment for Support Services
Hosted Events
The Regional Housing Authority
Starting Point
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Established in 1971
Single comprehensive housing authority
Leading role in regeneration
Budget of £618 million
Landlord of 100,000 homes
Unique Organisation
The Regional Housing Authority
Structure
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HQ Functions
5 Areas
37 District Offices
13 Grants Offices
Depots/Stores
3,200 Staff
The Regional Housing Authority
EFQM Journey
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EFQM adopted in 1995
1998 - Short listed for NI Quality Award
1999 - EFQM Self Assessment Programme
2001 - Steps to Excellence Silver Award
2002 - Steps to Excellence Gold Award
2004 - Prize Winner Status / Mark of
Excellence
The Regional Housing Authority
The EFQM – journey plan
Leadership
IIP
ISO 9000
ISO 14000
Chartermark
‘3 Star’
People
People Results
IIP
IIP
Policy & Strategy
IIP, ISO
Chartermark
‘3 Star’
Balanced
Scorecard
Partnerships
& Resources
Processes
IIP
ISO 9000
ISO 14000
Chartermark
‘3 Star’
Customer
Results
IIP, ISO
Chartermark
‘3 Star’
Society
Results
ISO 14000
ISO
The Regional Housing Authority
Key
Performance
Results
IIP, ISO
Chartermark
‘3 Star’
Balanced
Scorecard
Keeping everything on track
Corporate Plan/
Business Plan
Divisional
Business
Plan
Local
Business
Plan
Staff Appraisal
Business
Improvement
Strategy
Chief
Executive
(CXRG)
Divisional
Improvement
Plan
Directors
Local
Improvement
Plan
Line
Managers
The Regional Housing Authority
Staff
Where we’ve got to 2004 Mark of Excellence Feedback
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Continuous improvement evident over 20 years
EFQM, Charter Mark, IIP etc., well used to support
improvement
Well defined policies, strategies and processes
Highly developed Corporate Management
Information
Well structured framework of partnerships
A role model for consultation with stakeholders
Culture of loyalty and pride amongst staff
A champion of Employer Supported Volunteering
The Regional Housing Authority
Where we’ve got to go 1.
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Develop our Business Improvement Strategy
Internal Communication
Leadership & Management / IiP
Addressing the needs of our (formerly) manual staff
Sharing Best Practice
Performance Review
Corporate Social Responsibility
….Continue to deliver the service
The Regional Housing Authority
Self Assessment for Front Line
Services
Lorraine Campbell
Assistant Director
Housing & Regeneration
The Regional Housing Authority
Background to Charter Mark
Voluntary submissions
 External Validation
 Focus on “softer performance”
 Staff empowerment
 Team Building
 Customer Champions
The Regional Housing Authority
Revised Approach
Compulsory submissions
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Consistency across outlets
Concern not to lose benefits
The Regional Housing Authority
Revised Approach
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Self-assessment
Staff involvement
Centre Facilitation
Action Planning
Agreed timing for submission
Result:
21 offices achieved awards
(17 District Offices, 4 Grants Offices)
The Regional Housing Authority
New Scheme
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Self-assessment against new standards
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Corporate Submission, local assessment
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Programme for all outlets to achieve Charter
Mark by 2006
The Regional Housing Authority
New Standards
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Set Standards and Perform Well
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Be Actively Engaged With Users Partners and Staff
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Be Fair and Accessible to all and Promote Choice
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Continuously Develop and Improve
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Use Resources Effectively and Imaginatively
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Contribute to Enhancing Opportunity & Quality of
Life in your Community
The Regional Housing Authority
Personal Standards of Service
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Identify yourself
 Be friendly
 Be prompt
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Be accurate
 Be honest
 Be helpful
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Be sympathetic
 Look smart
 Admit mistakes
Be patient
 Be assured
 Accept responsibility
In short, treat other people the way you would like
to be treated yourself
The Regional Housing Authority
Management Charter
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Listen to staff views
Promote opportunities for staff
Involve staff in unit’s business plan
Recognise staff’s achievements
Ensure health, safety & welfare of staff
Complete staff appraisal
Agree personal development plan
The Regional Housing Authority
Customer Feedback
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Housing Community Network
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Customer Research
– exit polls
– phone surveys
– postal surveys
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Mystery Shopping
The Regional Housing Authority
Comparing Performance
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Internal Benchmarking
Excellence Inspection
Major Housing Organisations
Housemark
Audit Commission
The Regional Housing Authority
Lessons Learned
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Involve all staff
Involve customers early
Steal ideas!
Welcome cynics
Keep good records
Be prepared for criticism
Celebrate success!
The Regional Housing Authority
Self Assessment for Support Services
Peter McElhinney
Business Improvement Officer
The Regional Housing Authority
Self Assessment for Support Services
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Our approach
Further Improvement
Facilities Services – a Case Study
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Hosted Events
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The Regional Housing Authority
Business Improvement in Support
Services
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Deployment – a key challenge
Building on success
– Over 20 years
– Range of frameworks, improvement tools
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Self Assessment
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In support of formal accreditation
To identify areas for improvement at unit level
EFQM at Corporate Level
Charter Mark at Unit Level – Front Line & Support Services
The Regional Housing Authority
Enabling Full Deployment
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Aim – All parts of the Organisation aligned to
Charter Mark
All Unit Business Plans address the Charter
Mark Criteria
Promote Charter Mark Self Assessment
System of ‘Peer Review’ of Improvement
Plans
The Regional Housing Authority
A Case Study – Facilities Services
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Services – Purchasing, H & S,
Accommodation, Facilities Management
Services
60+ staff
Business Improvement Group formed to
involve staff and raise awareness
The Regional Housing Authority
Progress
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2001 – EFQM Self Assessment
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Management Commitment
Cross section of junior staff
Feedback presented to Management Team
Action Plan agreed
Responsible Officers / Time Bound
Progress
– Staff Surveys – improved results across all areas
– Process Improvement Projects
– Trained Facilitators
The Regional Housing Authority
Progress
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2004 Charter Mark Self Assessment
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Involve Staff
Timetable
Feedback and Key Themes
Action Plan
Monitor Progress
Features of this approach
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Strong business focus
Measured improvements
Clear link between action taken and results achieved
Not just about strategy
The Regional Housing Authority
Hosted Events
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Best Practice Theme - Self Assessment
Our Commitment
- 4 events over two year
- Informal opportunities
1.
Charter Mark
September 2005
2.
Other Business
Improvement Themes
ISO, IiP, CSR
January 2006
The Regional Housing Authority