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Response Programme Update
Report to Scrutiny
Response Ad Hoc Panel
Tim Dauncey – Response Programme
Director
our vision
making a world of difference
our mission
achieving service excellence by 2005
through establishing a customer centric
organisation
Business Case
1.
Capital Investment and Revenue Investment
•
2003/4 – 2006/7 = 35 million
2.
Revenue Investment
•
2003/4 – 2006/7 = 20 million
Business Case
Financial Returns
1. Revenue - £180 million over 10 year
•
Business efficiencies through
•
Procurement
•
Contract Management
•
Accommodation cost
2. Capital
•
Asset disposals
How customers see us now
Customers
Social
Services
Education
Revenues
& Benefits
Housing
Environment
Customer
service
Customer
service
Customer
service
Customer
service
Customer
service
Delivery
Delivery
Delivery
Delivery
Delivery
Marketing
Marketing
Marketing
Marketing
Marketing
Finance
Finance
Finance
Finance
Finance
HR
HR
HR
HR
HR
ICT
ICT
ICT
ICT
ICT
Departmental silos with multiple back office support
How customers will see us after
2005
Customers
Response Service
Rapid Response
Marketing
Special Response
ICT
Partner
Organisations
Finance
HR
Organisation supports the customer facing elements
Chief Exec
Progress
Programme Governance
Buildings
•
•
•
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Purchased Perceval House April 2004
Accommodation consultants appointed June 2004
Design briefs agreed August 2004
OJEC notice issue for full refurbishment of Perceval
House
• Move management for staff agreed
ICT
Information Management
Service Migration - Business Design
Service Migration – Operational Service
Design
Service Migration – People Management
Consultation
Communications
Partner/stakeholder Engagement
More information:
Tim Dauncey
020 8825 85254
[email protected]