THINK EFFICIENCY

Administration Review

Customer & Support Services Scrutiny Committee 24th November 2008

Programme structure and aims The programme is made up of seven projects and series of enablers which…

… when delivered together, has following balanced score card of outcomes: • Service improvements for citizens… Greater access and choice, a better

contact experience through improved performance and improved perceptions of council services

• Balancing the books … Reduced expenditure on procurements and Lower service costs

• Changing our organisation for the future… fit for purpose organisation for the future, highly motivated, skilled & empowered workforce & an increased emphasis on collaboration & team work

Mgt. Structures

Admin-istration

Common Functions

Workforce Mgt.

3rd Party Relations

Procure Q Wins

Enablers: ICT, HR, Property& Agile working

Customer Services

Administration ReviewSummary of the ‘As Is’ Findings

Establishing the Administration Baseline

• Data Gathering Exercise (162 Interviews covered 147 FTEs)• Activity Analysis Questionnaire (222 FTEs)• Original VCA Baseline = 315 FTEs• Overall Administration Baseline now re-calculated = 416 FTEs

345.5 FTE – Generic70.5 FTE – Service Specific

• Of the 345.5 FTE, 29 FTE senior management support posts were excluded which reduced the baseline to 316.5 FTE

• Overall customer baseline of 2610 FTE

Administration ReviewHow do these people spend their time?

Top 4 Categories are:

Document Support = 19.78%General Support = 18.75%Data Management = 9.32%

Non-Admin Activities = 13.67%

Administration ReviewSome comments made by staff

• Processes Scope for greater automation / self serviceSome inconsistency of approach across organisation

• People Staff want clear career path with development opportunities Skills not always recognised / utilised and some feel under-valued Scope for flexible deployment

Administration ReviewSome comments made by staff

• Organisation / structure Teams work in silosMixed views about centralisation / pooling of resources

• Systems / ICT ICT enablement / further automation requirement recognised by someSome concerns regarding duplication of activity and data entry between systemsSome concerns regarding whether data is used effectively once entered onto systems

Administration ReviewSummary of the Main Elements of ‘To Be’ Model (1)

• Creation of flexible, campus based generic admin pools, managed by a Team leader, reporting to the Head of Administration

• Local decisions by Team Leader regarding deployment of resources

• Both generic and service specific admin managed via above from beginning, though implementation will initially focus on delivery of new generic model

• Senior Management Support included (PAs and Management Support Assistants) though detailed recommendations will not be made until outcome of management structures workstream finalised.

Administration ReviewSummary of the Main Elements of ‘To Be’ Model (2)

• Releases 97 FTEs across the organisation over next 2 years resulting in total saving of £2.7m between 2008/09 and 2010/11

Administration ReviewPreferred Design Structure

Administration ReviewKey Elements of Model

• Service Menu developed• Structured approach to forecasting savings / release of roles

proposed recognising key dependencies on ICT enablement and accommodation requirements

• Competency based organisational structure currently being developed showing clear career development path and linked with NVQs

• Service standards and policies to be developed to ensure service consistency across the organisation

Administration ReviewBenefits / Outcomes of Model

• Provides flexibility and the ability to move resources within and between teams

• Retains service closer to the customer• Establishes Administration as a professional function with defined

career progression pathways• Enables greater consistency to be achieved in terms of processes

and practice with one overall lead for the organisation• Provides the ability to drive further improvement and to share best

practice

Administration ReviewRelease of Roles and Proposed Savings Summary

• 2009 / 10 activity will focus on putting in place necessary changes to achieve year 2 reductions

• Role reductions based upon delivery of ICT enablement e.g.– self service for staff and managers, – content and document management solutions, – Implementation and consistent use of other systems, e.g.

• Travel / accommodation booking• Single method of flexi time recording etc

Administration ReviewNext Steps – Highlights (1)

• People / Organisation Structure– Agree final customer baseline following agreement on

management structures– Design detailed organisational structure and prepare job

descriptions (underway)– Impact assessment of implementation of model– Staff and Trade Union consultation (underway)

Administration ReviewNext Steps – Highlights (2)

• Processes– Identify BPR reviews and commission work– Develop resource management process– Review and re-develop service standards– Review and re-develop policies

• Systems / ICT– Specify the detailed requirement with regard to ICT

enablement (completed)