Public reports pack PDF 3 MB - Blaby District Council

Value for Money Indicators
Systems Thinking – Room
Bookings
Other VFM indicators being
developed
This
Year
To date
Approx.
22
weeks
of staff
time
saved.
Portfolio Holder’s Quarterly Statement
PRIORITY 1
Put the customer first in all we do.
Previous
Year
3
not impact on future
performance.
Actions for Improvements
This affects all services across the Council, but in
particular Property Services, Customer Services
and Caretakers. The benefits are the freeing up of
staff time to deliver other work. See Priority 4.
A Toolkit for engaging with Harder to Reach Groups has been developed to ensure that we
attempt to understand all our customer views and that we design our services around what
matters to the customer.
The Service Managers are working together to prepare for a Customer Excellence Award. The
work is leading to a more consistent approach to customer Services and to ensure shared
learning.
PRIORITY 2
Focus on continuous performance improvement.
The Corporate Plan 2011-14 Critical Activities have been reviewed in order to ensure that they
reflect current issues and changes. The progress of delivery will be monitored through a
proposed new Performance Management Framework. This puts the Corporate Priorities and
Ambitions at the centre of everything that we do which will support continuous improvement in
service delivery across the Council.
The Council’s Annual Report has been produced and distributed. This is a public facing
document which highlights achievements, performance and financial reporting for 2011/12.
Systems Thinking interventions have continued to be carried out across the Council. Room
bookings have been completed with a new process being implemented. Understanding the
service or ‘Check’ has taken place in Benefit Fraud and Benefits services and these are now
moving into the re-design stage. The Council has also continued to look at ways of embedding
the Systems Thinking Culture through articles on our intranet, a Blaby Lean Thinking group
holding regular meetings, presentations to and involvement of Scrutiny and ‘end of check’
presentations now including all Senior managers and Members.
Page 99
September 2012