Transcript Intro slide Text

Total Transformation
Intro slide Text
Programme
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November 2014
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Total Transformation
We will be discussing the following
questions
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slide
• What does
it mean
? Text
• What will it involve ?
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level text
• What will the
outcomes
be ?
• Where have we got to so far ?
TTP Team
•
•
•
•
Dedicated team
Wide and varied experience
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Text
Released from day to day duties
Focused and driven
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TTP Team
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Frames
When considering what we want to
change the following areas have been
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highlighted
• People (Customers and Staff)
• Service Change
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• Process
• Systems
• Buildings
Staff Involvement
• We will require a significant commitment from
staff so need their support
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• Therefore ensuring staff remain informed and
engaged is critical
at this
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leveltime
text
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Communications
•
•
•
•
•
Staff Magazine
Ask the Team
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Area on staff
website
Regular awareness sessions
Change group
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Awareness Session
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Projects
Project Name
Total Customer Service
Total Place Care
Total Person Care
Total Property Care
Total Business Support
Project Management
Systems Modernisation
Process Review
Rebranding
Total Reward
Total Culture Change
Business Growth
River Clyde Academy
New Premises
Project Manager
Kenny
Angela
Angela
Fiona
Caroline
Fiona
Caroline
Caroline
Kevin
Maureen
Maureen
Fiona
Maureen
Kenny
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Total Customer Service
Provide a Better Opportunity to Access Services
•
24/7 Access to Services
•
Improved Daytime Service Access
• Develop Customer Services in the New RCH HQ
• Create Customer
Hubslevel
in Greenock
Second
text and Port Glasgow
•
Out of Hours Service Access
•
Improved On-line, Self Service Portal
•
Rapid Response Function
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Total Customer Service
•
Personal Support Contact
•
Personal Alarm Contact
•
Controlled Home Access and CCTV Monitoring Services
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•
Property Lettings
•
Total Customer Resolution
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Total Customer Service
Introduce a Customer Advisory Service
•
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Fuel Efficiency
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Financial Advice
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Personalised Customer Support
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Introduce an Advocacy Service
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Total Customer Service
•
Develop a Strategy for Tackling Digital Inclusion
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Review our Choice Based Lettings Process
•
Produce a Service Catalogue
•
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Standardise and Enforce or Data Protection and Information
Security Policies
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Total Person - Outcomes
The principle outcome of Total Person is to
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Text
recognise
theslide
need to
care for our
customers, to enhance their wellbeing and
provide the right model(s) of housing with
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support to meet the needs of the
population in Inverclyde today and in the
future.
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Total Person - Outcomes
In addition, Total Person will seek to
• Improve customer satisfaction with services we
already provide and River Clyde Homes overall
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• Improve our Care
Inspectorate
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level rating
text
• Improve River Clyde Homes’ long term viability by
retaining customers by offering “packages” of support
to sustain their tenancy and improve their wellbeing.
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Total Person - Workstreams
There are thirteen key business areas to be examined
under this service review being
• Undertake research into older persons needs
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• Supported housing scheme management (sheltered)
and appropriate model of delivery/ provision
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• Options appraisal for new supported housing
requirements to address unmet need from Local
Housing Strategy
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Total Person - Workstreams
• Review of warden role and floating support services
•
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slide
Text
Feasibility study on proposals to avoid isolation for
customers
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• Consider a service for resbite and emergency
accommodation
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Total Person - Workstreams
• Feasibility study for introduction of personal care
services
•
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Text
Personal support tasks for customers at home
• Consider options for assisting customers with moving
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home
• Feasibility study for Minor Repairs Service
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Total Person - Workstreams
• Redesign the Garden Tidy Scheme
•
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Review of Settling in and tenancy sustainment service
• Consideration ofSecond
opportunities
volunteering relating
levelfor
text
to improving employability and added value for
services
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Total Place - Outcomes
The principle outcome of this review is
Intro
slide Textof places or
recognising
the importance
neighbourhoods and improving on the
crucial contribution River Clyde Homes
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makes to instil pride in the places where
our customers live.
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Total Place - Outcomes
In addition
• Enhance the customer experience with the services we
provide
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• Improve customer satisfaction with their
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neighbourhood as a place to live which is an ARC
outcome
• Consider opportunities for a hub delivery model for
Place management
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Total Place – Workstreams
Consideration of options for the delivery of Place related
services including
•
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Text
Review of caretaking service to expand to all flatted
stock
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• Review and value for money assessment of estates
based contracts, for example, grounds maintenance
• Feasibility study of handyperson service
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Total Place – Workstreams
• Consider in-house void property cleaning/clear out
• Review of garage management
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• Review contracts around Place hubs, for example, all
contracts associated with one multi or neighbourhood
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under one business area
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Total Place -Workstreams
• Develop opportunities/funding for employability in
estates management services
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• Review existing titles for owners to ensure service
costs recharged wherever possible
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• Work in partnership with other land owners, for
example, Inverclyde Council, to deliver improved
streetscene including paths, street lighting, safe
pedestrian areas
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Total Place -Workstreams
• The scope of Total Place will include assessing good
practice and benchmarking with high performing, low
cost housing providers and the private sector.
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• Aspire to high scoring estates in Keep Scotland
Second
level across
text Scotland
Beautiful assessment
operating
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Total Property CareWorkstreams
A varied property related services hub to include:
• Responsive repairs services: emergency, urgent
and day to day
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• Cyclical and planned repairs services: including gas
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servicing
• Void property repairs services;
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Total Property CareWorkstreams
• Investment and major repairs services: including major
adaptations
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• Energy efficiency works and advice: carrying out energy
audits, associated works and providing home energy advice
• Customer training and awareness raising: enabling customers
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level text
to carry out basic
home maintenance
• Factoring services: based on our total property care offer but
expanded to potentially include total person and place care
service options
Note: Trading ‘arm’ of new RCH; set up to be commercial.
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Total Business Support Outcomes
slide
The overallIntro
purpose
of thisText
project is to ensure
our support function is equipped to provide an
effective and efficient service which can
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textto the services
provide appropriate
support
we provide to our customers.
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Total Business Support Workstreams
The majority of the items in this project will be
progress later on in the project timetable as
they are dependent
on theText
completion of
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projects
•
Update Business
Intelligence
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level text
•
Introduce defined change management process for
all areas of RCH
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Total Business Support Workstreams
•
Update Business planning cycle including financial
plan
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•
•
Update asset management planning
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Update business controls
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Total Project Management Workstreams
Project planning, customer and partner consultation and
project delivery services including
•
•
•
•
•
•
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project initiation
issues management
equality impact assessments
Communications
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contract commissioning
project review
text
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Total Project Management Workstreams
Hub to operate on different levels including
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• Neighbourhood renewal projects (spatial)
• Major investment projects (physical)
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• Key service or business initiatives (operational)
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The Outcomes of Project
Management
This project is being undertaken so that the River Clyde
Homes can realise the full benefits of good project
management
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• Better Efficiency in Delivering Services
• Improved / Increased
/ Enhanced
Customer
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level
textSatisfaction
• Enhanced Effectiveness in Delivering Services
• Improved Growth and Development Within our Teams
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The Outcomes of Project
Management
• Greater Standing and Competitive Edge
• Opportunities to Expand our Services
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• Better Flexibility
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• Increased Identification and Assessment of Risk
• Increase in Quality
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The benefits of Project
Management
By implementing good project management strategies, we will
narrow our focus, reach desired goals and achieve those goals
within specific time and cost perimeters. The final result is that
everyone comes out a winner - which just may be project
management's best benefit of all.
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Total Systems Modernisation Workstreams
The overall purpose of this project is to
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Text
ensure we Intro
have up
to date
technology to
support the needs of our business and the
services
provide.
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level
text
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Total Systems Modernisation Workstreams
The main workstreams we will look at are the
following
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• Replace the Housing Management System
•
MIS procured and implementation under way
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• Mobile 5.5
•
Discussions with supplier under way
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Total Systems Modernisation Workstreams
• Modernise ICT equipment to support new systems
•
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Text
Modernise Infrastructure
• Further develop
Internet
and text
Intranet
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level
• Update mobiles phones
• Roll out of standard devices complete
• Devices to support Mobile 5.5 to be procured
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Total Process Review - Project
The processes and procedures used in
RCH need to change. This project will use
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slide Text
the “Systems
thinking”
approach which
uses the skills and knowledge of the people
doing the work to redesign the process.
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The needs of the customer are and how we
provide for those needs are the most
important consideration.
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Total Process Review Workstreams
•
•
•
•
•
•
•
Reactive Repairs – In progress
Income Management – In progress
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Voids – starts
Jan 15Text
Factoring process – starts 4 May 15
ASB – Starts 24 Aug 15
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Complaints – Starts 14 Dec 16
Investment – Starts 28 Mar 16
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Total Process Review – In
progress
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Total Business Growth Workstreams
Partnership Development
The systems, process and building developments over
the next 2 years will provide a unique opportunity to
explore the potential for shared services with a number of
partners including
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• Our IHAF partners:Second
Cloch and Oak
Treetext
HA’s
level
• Inverclyde Council: especially the Community and Health Care
Partnership
• Police Scotland
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Total Business Growth Workstreams
Commercial Development
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Developing a new ‘commercial arm’ around Total
Property Care introduces the option of partnering with
established services provider to help manage initial risk
and exposure.
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Total Business Growth Workstreams
Constitutional Change
• Developing shared services with others, increasing our
commercial viability, trading and contracting with
others will require major constitutional change.
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• At present we have a traditional constitutional
structure of one asset holding charitable company led
by a Board of voluntary, non – executive Directors. This
model will have to change and there will be a need to
consider the following:
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Total Business Growth Workstreams
• A group structure to allow establishment of at least one non
charitable trading arm with its own Board
•
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slide
Text
A revised Board membership to include people with the necessary
skills to lead a trading company, and a more complex group
arrangement
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• The potential for executive Directors to join a relevant Board
• The potential for the charitable stock holding arm to have a ‘cooperative’ governance arrangement involving customers and
staff.
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Total Business Growth - What
will the future look like?
ANother
Housing
Association(s)
Parent
Company
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Executive Function
& Finance
Trading Arm
Fully Regulated
(Formal
replationship
with Parent)
Social Entreprise
Maintenance
Services
Environmental ground
maintenance, street
scene, caretaking
services
Regeneration and
Development
Project and Contract
Management
Training and
Employment
Capacity Building in
the Community
Academy
(Formal
Relationship
Parent and
perhaps Trading
Arm)
Parnership and
Collaborative
Working
Non
Charitable
Arm RCH
Shared Services
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Capacity Building for
Staff
Staff Development
Collarorative
Working with
College and other
Training Providers
(Stock Holding Not Regulated)
Charitable
Arm RCH
Mid Market Rental
Properties
(Stock Holding Fully Regulated)
Student
Accomodation
Core Housing
Functions
Future opportunities
for selling expertise
to others
(Private Rented
Sector)
Customer Contact
Build for Sale
(Service Provider)
Customer Training
Shared ownership Rent to Buy
Factoring Services
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Total Business Growth
Academy
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Future
Potential &
Opportunities
for Business
Growth
Non Charitable
Arm
Parent
Company
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River Clyde
Homes
Trading Arm
(Charitable
Arm)
ANother
Housing
Association(s)
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Total “People” Priorities
Total Reward; Culture Change; The Academy
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Total Business Growth Workstreams
River Clyde Academy
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• Capacity Building for staff skills and development
• Collaborative working with college and other training
providers
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• Future opportunities for selling expertise to others
• Customer training
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Combined Projects
TOTAL REWARD
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• Conclude Job Evaluation; interim New Pay Model and Grading
Structure (for revision in 2 years following TTP conclusions)
• Investigate Standardisation of Employment Contracts
CULTURE CHANGE
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• Change Management Group Established
• Leadership Programme Launched
• Attitudes and Behaviours Refresher Training Commenced
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Combined Projects
THE ACADEMY
• Academy Launched – 6 November 2014
• Programme Completed for Staff
• Front-line SVQs commencing January 2015
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Combined Projects
Formal
The Board (the Personnel Committee)
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• Responsible for approving all terms and conditions of service and
delegating authority to management to consult with the
Partnership Forum
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Partnership Forum
• Responsible for consultation and negotiation on all terms and
conditions of service and all aspects of the employment contract
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Combined Projects
Informal
The Change Management Group
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• “Communication Champions” – responsible for keeping
communication channels open, updating teams on the
development and current status of Total Transformation
Programme projects
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