Response Panel Tuesday 5th April 2005Keith Townsend, Joe Tavernier

Items for Discussion

• The Government’s Agenda – Gershon &

Implementing e - Government

• Progress Update

• Making it ‘real’ Universal Services – Development

• Making it ‘real’ in Universal Services – Streets

• Making it ‘real’ in customer services (libraries)

• Questions & Discussion

The Government Agenda - Gershon

• Sir Peter Gershon reviewed public sector efficiency

• Strip out back office function (HR, ICT etc)• Transfer resources to front-line services• Total Local government target by 2007/08:

£6.45 billion • Improving productivity and enhancing value

for money NOT about cuts in services

Response, Gershon & IeG

• Platform to deliver Gershon changes• Puts our focus on becoming customer-

centric• Transforms whole council • Moves resources to front-line services• Delivers e-enabled services• Enables our customers to contact in new

ways e.g. internet• Delivers flexible/mobile working

Progress Update

Refurbishment of Perceval House underwayGround and first floors due to finish July

The Village refurbishment complete

Formal consultation with tranche one staff 90 day consultation has started

Good Trades Unions working relationshipsEmployee Forum, fortnightly meetings

Next Steps• Streets, Development & Choice (Tranche 1):

Implementation phase from July 05

• Adult Soc Services, parking, housing & HR (Tranche 2):

completing business design - Implementation from October 05

• Children’s Soc Services, Schools, ‘Support’ functions & strategy (Tranches 3 & 4):

beginning March 05 - Appoint change champions, project planning, business design

• Perceval House refurbishment continues with 5th floor from July

What’s in a name• Universal Services (Streets) =

Street Environment

• Universal Services (development) =

Built Environment

• Choice Services =

Cultural Services

Making it ‘real’ in Street EnvironmentJoe Tavernier

• The public realm - whose borough is it anyway?

• Clean & Green contract• Enforcement• Best Value – BVPI 199• Customer Satisfaction

How is Response going to assist in real service improvement?

Clean & Green Contract will deliver…

• Integrated contract – a real chance for success • Payment linked to performance• Improved use of ICT to support services • Contractor direct link to Response channels• Council staff freed up to be (more) proactive

Response Council will deliver…

• Front line accountability• Envirocrime Prevention• The customer is always right …• … we have the data to prove it.• GIS• Mobile technology - PDAs

Making it ‘real’ in LibrariesKeith Townsend

£6.62 million investment starting 2005/06:

• Buildings, ICT and book stock improvements• Creation of Response Points to provide further

access to council services– telephone, internet and postal drop

• Consistent information and advice provided by our staff

Libraries to be proud of

• Libraries providing better and more consistent

Service for customers• Modern libraries able to provide 21st Century

services – (Supporting IeG)• A more cost effective service (more visitors for the

same cost) & improved performance against statutory PIs (Supporting Gershon)

Response Council will deliver…

• We’re doing it now and entering a new phase of transforming Ealing

• Delivering Response will deliver improved services and meet the Government’s agenda:

- Better environment and services

- Better customer service (including libraries)

• We’re here to help!

Conclusions

Q & A