Transcript Public Protection Service 2008/9 Charter Mark and

Public Protection Service 2008/9
Charter Mark and Electronic Data
Management System (EDMS)
Improve performance and
efficiency together with improving
customer service
Improve performance and efficiency
together with improving customer
service
Two Major Projects for 2008/9 SMP
Objective to assist the service to focus on
and improve customer service and
delivery issues and build on the work
already undertaken
• Charter mark
• Electronic Data Management System
(EDMRS)
Charter Mark Standard
• What is Charter Mark?
• Why Use Charter Mark?
• Which Public Protection Service areas?
Charter Mark
• Governments national standard
for customer service for organisations delivering
public services
• Tool to Improve the service
- Method of self assessment & toolkit for
improvement
- Expert external feedback from formal
assessment
- Achieve good value by listening to customers
more, more satisfied users, perform better and
use resources wisely
Charter Mark
Need to show that the service:
• Sets clear service and performance
standards, meets standards, monitors and
reviews standards
• Actively engages with customers, partners
and staff, consults, communicates clearly
and provide full information about services
Charter Mark
• Is fair and accessible to everyone and
promotes choice
• Continuously develops and improves
• Uses resources effectively and
imaginatively
• Contributes to improving opportunities and
quality of life in the communities we serve
Charter Mark
• Aim to attain Charter mark for the whole
service over the next 12-18 months
•
-
Starting with:
Animal Health
Consumer Advice
Health and Safety
Licensing
Electronic Data Management and
Workflow Project
• Implementation of document management
and workflow project using Civica’s W2
system linked to existing M3 database
• Already being successfully used by
Revenues and Benefits
• Currently being implemented by Planning
EDMRS
Objectives:
• Improve information flow in office and with
stakeholders
• Multi access to case files linked with M3
• Improve Performance Management
• Improve Efficiencies and Effectiveness
• Create more office space (less paper use/
files)
EDMRS
• A project Board and Project Team will be
established to handle and manage the
implementation which will take six months
to complete
• A training programme will need to be
developed
• Back scanning of archived documents will
commence this financial year
EDMRS
In addition
This system should eventually enable the
Service to provide electronic access to up
to date Public Protection data, by the
public, consultees and other departments
and agencies through the web