CABINET COMMITTEE ON PERFORMANCE IMPROVEMENT 11 FEBRUARY 2009 BUSINESS PROCESS RE-ENGINEERING (BPR) REVIEWS – AN UPDATE Bill Brown Director of ICT Rob Whitham Senior Business Analyst Jonathan Smith Project Manager
BITE SIZE BRIEFING ON THE ROLE OF ICT IN ENSURING BUSINESS SUCCESS 10 DECEMBER 2008 Bill Brown Asst Directorate Heads of of ICT Dave Dickens Debbie Bonser – Env Tina Foulds – CYP David Lewis - ACS Corp ICT Manager (Information Management) Debbie Bonser Business Improvement Manager Willie Sharp Asst Director of Customer Access Gabby Nelson
Business Analysis at LCC • Setting up the Business Analyst team • Business Improvement Programmes – Customer Services Centre – Recruitment and Selection – Mailroom Review • LCC Business Analysis now – Skills rollout – Project Status
Business Analysis at LCC Initial team set up – Four members of staff – Methodology? • Understand the goals of the business area • Analyse current ways of working • Change the ways of working to match the business goals SPRINT The “As Is” The “To Be”
SPRINT - Looking at the “As Is”
SPRINT - Designing the “To Be” • • Service area staff!! Other specialists - ICT Similar techniques – workshops, mapping Using ‘as is’ information, business goals – Create redesign process options – Specify requirements, estimate costs/benefits – Document • Pass to Project Board for decision
Programmes and Projects Improving Customer Service • Face to Face • Tell Us Once • Web Review • Self service • Telephony • Maximising the benefits of the CSC • Putting the Customer First • Customer Experience Worksmart Improving Business Support Improving Business Systems & Processes Human Resources • Worksmart Places • Generic Business Support • ICT Trans-formation Projects • Worksmart Technology • Member support • Mobile access to systems • Worksmart Culture and People • Shared Facilities Management • CERMS • Recruitment and Selection • Partner databases • Absences • Harvesting the benefits of Oracle Financials • Schools Portal • Advice Centre • Publicity materials • Mail Room • Project and Programme Management • Print/Copy Direct • Transport • Childrens’ BPI • Digital Dictation • Delphi Development • Employee/ Manager self service
Customer Service Centre Projects Many services integrated, including – – – – – Registrars Social Care Highways As Is No. WCard • Calls taken by registrars in eight offices Cashiers • Advice based on individual registrars knowledge Childcare Information Service • Variable Safer Travel Helpline office hours • Lines could be busy Vacancies Etc To Be • Calls taken by Customer Services Officers • Use knowledge base to provide consistent response • Service more readily accessible
EXAMPLE ‘To Be’ - Recruitment & Selection
EXAMPLE ‘To Be’ - Recruitment & Selection
EXAMPLE ‘To Be’ - Recruitment & Selection
CCPI – MAIL REVIEW UPDATE 11 th FEBRUARY 2009 ØMAIL POLICIES ØCLEAN MAIL ADVANCE ØDOWNSTREAM ACCESS – TNT ØVAN ROUTES ØFRANKING MACHINES
CCPI – MAIL REVIEW UPDATE 11 th FEBRUARY 2009 ØCORPORATE MAIL POLICIES • Published on Intranet from 1 st April 08 • Article in Fast Forward with link to Intranet pages • Mail room will have more autonomy and will refuse “non-efficient” mail – this includes the advice on presentation of mail in order to get maximum savings from TNT • Embargo on non approved 1 st class mail • Approx 30% reduction in 1 st class mail TOTAL SAVING (to date): £ 10, 000 Projection 08/09: £ 20, 000 Projection 09/10: £ 36, 000
CCPI – MAIL REVIEW UPDATE 11 th FEBRUARY 2009 ØCLEAN MAIL ADVANCE • Both County Hall franking machines upgraded from 1 st February 08 (cost = £ 2, 000) • Franked mail gets 12% rebate via monthly cheque • Now only 1 st class mail sent via franking machine TOTAL SAVING (to date): £ 9, 680 Projection 08/09: £ 16, 000 Projection 09/10: £ 16, 000
CCPI – MAIL REVIEW UPDATE 11 th FEBRUARY 2009 ØDOWNSTREAM ACCESS - TNT • 13 week Pensions mail Pilot with TNT from February 08 • TOTAL saving £ 2182. 91 (avg = £ 167 per week) • Additional teams added to TNT during May – December • From January 2009, all non 1 st class Mail sent via Central Mail room is sent via TNT TOTAL saving on average £ 843. 76 per week • Staff saving of 0. 5 FTE by not franking the mail on-site TOTAL (to date): £ 33, 700 Projection 08/09: £ 50, 000 Projection 09/10: £ 77, 600
CCPI – MAIL REVIEW UPDATE 11 th FEBRUARY 2009
CCPI – MAIL REVIEW UPDATE 11 th FEBRUARY 2009 ØVAN ROUTES • Amalgamation of 2 x East van routes into 1 route from October 08. • Managed by LCES Travelcare • New North, South and Central van routes (5 vans) to be reduced to 2. 5 vans from March 09. • Inclusion of Carnforth Connect ticket service to North van route TOTAL SAVING (to date): £ 8, 900 Projection 08/09: £ 18, 900 Projection 09/10: £ 58, 300
CCPI – MAIL REVIEW UPDATE 11 th FEBRUARY 2009 ØFRANKING MACHINES • Embargo on new franking machines from April 08 • Fleet of franking machines reduced by 15 since April 08 • 12 sites added to van routes instead of entering into new contract • Normal Neopost contract is for 6 years • Release of Winckley House postroom and 2 FTE TOTAL SAVING (to date): £ 37, 500 Projection 08/09: £ 45, 000 Projection 09/10: £ 50, 000
CCPI – MAIL REVIEW UPDATE 11 th FEBRUARY 2009 TOTAL ACCOUNTED FOR SAVINGS 2008/09 2009/10 2010/11 £ 149, 900 £ 237, 900 ~ £ 250, 000 p. a.
Business Analysis Now – Current Staff CSC Change Team 4 ICT Secondments 2 Tell Us Once 1 Corporate BA Team 4 Team Lancashire 1 ICT/ACS 1 Business Improvement 3
Future – BA Skills Rollout Corporate Team Business Analysts • Methodology/standards • Training • Corporate Projects • Peer Review (QA) ROLLOUT Training Directorate Business Area staff Practical Experience Contribute to programme Ad hoc support Project Information Peer Review ONGOING BENEFITS Business Area Staff - BA experience - LCC Business Improvement knowledge
Business Improvement – Scale of Review Major Corporate Reviews • Central Team Fully Involved Cross-cutting Function Reviews • Project Set up Assistance • Increased Ongoing Support t em v v ol Self-contained Team Reviews i • Sprint Training as e • Corporate context cr In • Guiding Principles • Limited Ongoing Support ng BA In en
CABINET COMMITTEE ON PERFORMANCE IMPROVEMENT 11 FEBRUARY 2009 COMPLETED BPR REVIEWS IMPLEMENTED / BEING IMPLEMENTED • CSC Integrations such as Social Care, Highways, Registrars, No. WCard • Mail Review • Digital Printing / MFDs
CABINET COMMITTEE ON PERFORMANCE IMPROVEMENT 11 FEBRUARY 2009 COMPLETED BPR REVIEWS IMPLEMENTED / BEING IMPLEMENTED • Operational ICT Services • HR - Absence Recording - Recruitment and Selection including on-line Recruitment • Debit / Credit Card Payments
CABINET COMMITTEE ON PERFORMANCE IMPROVEMENT 11 FEBRUARY 2009 COMPLETED BPR REVIEWS - OUTCOMES CSC INTEGRATIONS IN 2008 Telephone calls answered - 685, 000 Satisfaction ratings Calls resolved at first point of contact - 94% over 90% Calls answered in 20 seconds - Now regularly achieving target of 75%
CABINET COMMITTEE ON PERFORMANCE IMPROVEMENT 11 FEBRUARY 2009 COMPLETED BPR REVIEWS - OUTCOMES ON-LINE RECRUITMENT • During October to December 2008, 90% of job applications were made on-line DEBIT / CREDIT CARD PAYMENTS • Payments via Website – 35%
CABINET COMMITTEE ON PERFORMANCE IMPROVEMENT 11 FEBRUARY 2009 OPERATIONAL ICT SERVICES PROVIDED CORPORATELY Efficiency Savings • £ 200, 000 pa from ACS and Environment Transfer • £ 700, 000 pa from Northgate Transfer Impact • Environment Directorate internal survey – 98% satisfied • CPA Corporate Assessment 2008 – commented favourably on the more corporate model for ICT and concluded that it (plus other developments) had “Resulted in an enhanced capacity to focus to deliver on the Council’s priorities”.
CABINET COMMITTEE ON PERFORMANCE IMPROVEMENT 11 FEBRUARY 2009 COMPLETED BPR REVIEWS - OUTCOMES DIGITAL PRINTING - MFDs • Over 70% savings in energy usage • Over 36% saving compared with previous spend (£ 832, 000 cashable savings up to 31 December 2008)
CABINET COMMITTEE ON PERFORMANCE IMPROVEMENT 11 FEBRUARY 2009 OFFICE OF GOVERNMENT COMMERCE QUOTE - “We would like to thank Lancashire County Council for a true piece of public sector collaboration!”
CABINET COMMITTEE ON PERFORMANCE IMPROVEMENT 11 FEBRUARY 2009 CURRENT BPR REVIEWS • Child Protection • Fostering Service • Schools Admissions • Childcare • Highways Enquiries/Faults • Debt Collection • Corporate Administration • Corporate Complaints • Cabinet Member Support Units review • Shared Service Directory • Corporate Marketing Review • Various CSC related projects • Web and Intranet Support
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