YHN Delivery Plan 2012-13 - Your Homes Newcastle

The YHN Service Plan 2012/13What is the Service Plan?The YHN Service Plan is an annualdocument which sets out what all ourteams do, and what they want toachieve during the year. It explainshow all teams contribute to meetingthe strategic objectives identified in thedelivery plan. The information is inalphabetical order on a directoratebasis.How is it developed?We use a business and financialplanning process to produce serviceplans. This process is described in thedelivery plan. It involves discussingteam priorities, financial issues andpotential targets and actions toachieve objectives with managers andstaff from across the organisation. Weconsulted with a cross section of stafffrom all teams and sections during2011/12. We also spoke to serviceusers to find out what the importantissues were for them. All of theinformation produced from this processwas condensed into a list of possibleactions and targets. Through furtherconsultation with customers, seniormanagers, managers and staff, this listwas refined further into a final plan foreach team.What is in the plan?The service plan includes informationabout what teams do, and lists actions,targets and indicators for each service.It includes service standards for allteams, and where relevant it includeslocal offers for the services that theseapply to. The service plan is used as aworking document for managers andstaff across the organisation, and isAppendix 1developed and refined further eachyear. An organisation chart is includedto show how the individual teams fitinto the overall YHN structure. Theintention is that the service plan actsas a comprehensive referencedocument for staff in identifying keytargets and action areas. There is alsoa link between what is in the serviceplan, and what is identified in individualworkplans, appraisals and supervisionsessions within teams.Specific information in the plans ismade up of:Our ‘Top 20’ targets. A list ofstrategic targets which areconsidered ‘business critical’.These also appear in the deliveryplan and form the basis ofperformance reports to the YHNPerformance Committee. They arealso monitored regularly by seniormanagers.Our ‘Wider Management Team’targets. An additional set oftargets and actions identified byYHN Management Team torepresent overall performance andkey actions for each team. Theseare also included in the teamservice plans to ensureaccountability, and are discussedat regular meetings of the WiderManagement Team regularly. Service standards. These areincluded so that performanceagainst service standards ismonitored in the same way that allother targets are, through theperformance managementframework. A full review of allexisting service standards isscheduled to take place in summer45