delivering public services for the digital age noel mclaughlin, b.sc. (hons), business systems...
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Delivering public services for the digital age
Noel McLaughlin, B.Sc. (Hons), Business Systems Manager
Metrics
Area: 30,659 km²
Depots : 7
Total Craft Operatives: 123
Mobile Operatives: 53
Residential Housing: 13,478
Works orders per annum: 50,000
Residential Housing:Maintenance Depots:
Background• Trading Org within Housing & Property
ServicesBuilding Maintenance
• Deliver an effective and efficient response and void maintenance service
Purpose
• Implemented a Contract Management System: TotalRepairsIT date 2009
• Implemented Mobile Working (TotalMobile & Xmbrace)IT date 2012
The Need for Change
• Demonstrate Best Value• Customer expectations• Modernise working practices
• People• Processes• Policies
• Deliver savings• Improve quality of service and data• Compliance
Project Objectives
A. Controlling repairs
B. Accurate costing
C. Removal of paper
D. Improved levels of customer service
E. Introduction of repairs by appointment
F. Provide maintenance and health and safety information
G.Reduction in the carbon footprint
Controlling RepairsGeography + Skills + Availability = Dynamic Scheduling
Controlling RepairsRural: Circular Route pre-planned.
Dynamic Scheduling
Increase Workforce Productivity
Increase Workforce Productivity
ChallengesChallenges Impact What we did You learnConnectivity issue Increased time for UAT
and pushed the project forward 4 months
Suppliers to checked and rechecked their settings. Talked a lot!
• Lack of control for authority• Frequent Supplier meetings• Good Data Schema & SLA’s essential
Roles & Responsibilities outside project team
Users not fully understanding their role in ‘mobile’
ConsultationWorkshopsTraining
• Good call scripts for incident management• Gear up your first /second line support • Establish Performance monitoring for new
roles Day 1.
Sequence in the change
Too much too young!...when you should be having fun..
• Mobile Working• Wireless Stores• Barcoding• Dynamic Scheduling• Appointments• Performance
Frameworks
• That once mobile always mobile.• Schedule in change once you establish core
business needs• Mobile has a life outside of project
environment so skill up!
Interfaces
• Customer involvement• Modern Approach• Quicker Response to Repairs• Overall 8% increase of repairs complete within
Target• Effective Response to queries• Customer Involvement
Benefits to the Customer
Customer
• 10:00 to 14:00• 08:00 to 16:30
• 13:00 to 16:30• 08:00 to 13:00
Morning Afternoon
School RunAll Day
Benefits to Highland Council• Staff Health & Safety• Jobs take less time – increase productivity
• Improved control of Operatives
• Reduction in Sub Contractors – 32% decrease
• Improved data = Performance Management
• More account of jobs
• Back Office processes quicker• Faster receipt of Income
Consider• Compliance with change at all levels in the
Organisation.• IT only as good as the people• Consultation & Support• Continual Training Needs of the Organisation• Investment in measuring your performance now
and as the business changes• That people learn in different ways.
Success
• Simplifying processes ‘NOW’ e.g. schedule of rates items and Standard Minute Values.
• Ensure roles are defined and supported• Achieving saving & increasing efficiency• Suppliers passing on their lessons learned• It’s a Heart’s & Minds business – mobile phones
don’t walk around by themselves (yet)
Summary• Expect the IT to work out of the box• Focus on ensuring the business is ready• Good incident and problem management • Up-skill your own staff, report writing,
performance management and delivering change.
• Implement good Service Level Agreements with your suppliers
• So going mobile will save you money? Prove it!
< Time = Savings
25% Improvement on EME
14% Improvement on HP
25% Improvement on ROU
What Next?
Planned Work Voids
Developing Forms will
deliver:
Mobile Capture -
ASB
Mobile Capture -
SHQS
Mobile Capture -
EnvHealth Insp
Questions
‘Start me talking, I’ll tell you everything I know’
Noel McLaughlinBusiness Systems ManagerThe Highland CouncilTel: 01463 702894
Email: [email protected]