Everyones a winner

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Everyones a winner

• Tracey Blackwell
• Project Manager
• tblackwell_at_rushcliffe.gov.uk

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Everyones a winner

• Outline of the project and technology used
• Transformation process
• Project wins
• Project challenges
• Benefits realised
• Future opportunities

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Outline of the Project

• Services involved
• Environmental Health programmed inspections,
  investigation of complaints, dog control,
  accidents, food borne illness reports, private
  sector housing, statutory nuisance (noise, smoke
  etc.)
• Building Control application processing,
  inspections, visits and enforcement.

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Outline of the Project

• 2 phases
• Initial phase lasted approximately 4 months
  focussed on trialling the technology,
  re-engineering work processes and developing
  protocols.
• Second phase ran for approximately 8 months
  introduced hot-desking in Environmental Health,
  included team managers and Head of Service.

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Technology

• Used Citrix to access existing applications
• Groupwise e-mail and diary, Uniform, document
  imaging ( incoming and outgoing mail, reference
  material etc), MS Office, intranet (time
  recording, corporate document centre, performance
  management framework), internet
• Trialled using GPRS/3G and broadband
• Used laptops and wireless routers in the home
  together with pc systems owned by staff (where
  appropriate)

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Transformation Process

• Re-engineered processes by focussing on the
  customer experience rather than traditional
  working practices
• Developed protocols

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Transformation Process

• Rationalised and standardised desks, IT equipment
  and storage
• De-personalised workstations
• Merged team workspace

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Before
Customer Service Centre
Admin Team
Reactive Team
Proactive Team
Project Team
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After
Customer Service Centre
Reception Team
Environmental Health Service
Reactive
Proactive
Project
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Project Wins

• Staff participation, willingness to change and
  improved morale
• Improved communication between staff and between
  staff and managers
• Improvements in user IT skills and knowledge
• Improved staff empowerment and accountability

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Project Wins

• Evaluation of current technology
• Demonstration of effective change management
  practice in Environmental Health
• Use of Citrix as an effective platform
• Good senior management support
• Positive joint working and sharing of resources
  between corporate and operational services

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Project Challenges

• Capacity of IT to support early stages
• Some technology performed below expectation (3G)
• Culture and staff attitude

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Benefits Realised

• Reduced unit cost for service requests
• Maximisation of valuable officer time (46
  increase in time spent on dog fouling monitoring)
• 15,000 (non-cashable) saving from remote access
  to databases
• Urgent response times measured in hours not days!
  
• Reduced sickness absence in Environmental Health
  71)
• Increased capacity to take on new duties

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Benefits Realised

• Reduction in office space (now working in 41
  less)
• Improved staff morale, satisfaction and
  recruitment
• Production of a Remote Working Human Resource
  Policy
• Identification and resolution of health safety
  issues e.g. lone working and display screen
  equipment
• Reduction in business CO2 emissions (36)
• Improved professional and corporate profile

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Future Opportunities

• Increase productivity
• Improve the quality and accessibility of services
  provided
• Increase recruitment potential
• Improve retention
• Reduce costs - relocate to purpose built
  accommodation ?

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Everyones a winner

• Questions