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GBC HLIP - for Audit Commission 9.9.04

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Gravesham Borough Council – High Level Improvement Plan Improvement Expected Outcome Year Lead Member Lead Officer 1 Strategy and communications 1 Improve consultation with all Generate increased community 1-2-3 Leader CS stakeholders and feedback to the involvement and ensure community by setting measurable provision of services that the standards for service delivery, community wants (through the monitoring and reporting back to the Internal Communications community. (To incorporate hard to Strategy and the development of reach and other specific groups such an external communications as the youth and the elderly). strategy). 2 Accelerate steps to improve internal A better informed workforce that 1-2 Cabinet Member for HDS communication though giving a is aware of current issues and is Resources higher priority to implementing the clear about Gravesham’s Internal Communications Strategy, priorities. Higher levels of staff completing and implementing an satisfaction. external communications strategy and by the further development of our staff survey programme. 3 Further develop the Customer Increased focus on customers, 1 Cabinet Member for HPAM Contact Centre to help put people streamlined initial contact with Resources first. customers, improved customer satisfaction and reduced customer complaints. 4 Conduct a Best Value review of Improved customer satisfaction 1 Cabinet Member for HAPM customer satisfaction. and reduce customer ...
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Gravesham Borough Council – High Level Improvement Plan
Improvement
Expected Outcome
Year
Lead Member
Lead Officer
August 2004
1
1 Strategy and communications
1 Improve consultation with all
stakeholders and feedback to the
community by setting measurable
standards for service delivery,
monitoring and reporting back to the
community. (To incorporate hard to
reach and other specific groups such
as the youth and the elderly).
Generate increased community
involvement and ensure
provision of services that the
community wants (through the
Internal Communications
Strategy
and the development of
an external communications
strategy).
1-2-3
Leader
C
S
2 Accelerate steps to improve internal
communication though giving a
higher priority to implementing the
Internal Communications Strategy,
completing and implementing an
external communications strategy
and by the further development of our
staff survey programme.
A better informed workforce that
is aware of current issues and is
clear about Gravesham’s
priorities.
Higher levels of staff
satisfaction.
1-2
Cabinet Member for
Resources
HDS
3 Further develop the Customer
Contact Centre to help put people
first.
Increased focus on customers,
streamlined initial contact with
customers, improved customer
satisfaction and reduced
customer complaints.
1
Cabinet Member for
Resources
HPAM
4 Conduct a Best Value review of
customer satisfaction.
Improved customer satisfaction
and reduce customer
complaints.
1
Cabinet Member
for
Service Excellence
HAPM
5 Clarify what are not the council’s
priorities with a recognition that some
existing services will no longer be
provided.
Increased focus on what matters
to the community.
1
Leader
&
Cabinet
MD
6 Embed a risk management culture
within the organization incorporating
a formal risk management system.
Minimized risks and improved
quality of decision-making.
1-2
Cabinet Member for
Service Excellence
Executive Director
(Corporate
Services) & HAPM
SMT
7 Align human resources with the
Improved focus on priority tasks.
1-2
Leader
&
Cabinet
SMT
Gravesham Borough Council – High Level Improvement Plan
Improvement
Expected Outcome
Year
Lead Member
Lead Officer
August 2004
2
council’s priorities.
HFS & HPAM
8 Improve the strength of the council’s
financial position by developing the
role of the Sustainable Budget Group
and re-aligning resources to reflect
corporate priorities.
Increased scope for continuous
improvement and development.
Capacity put in place to deliver
priorities.
1
Leader
Executive Directors
HFS & CS
9 Fully utilize Cabinet Advisory Panels. Maximized use of member
contributions.
1
Cabinet Portfolio
holders
Executive Director
(Corporate
Services)
Gravesham Borough Council – High Level Improvement Plan
Improvement
Expected Outcome
Year
Lead Member
Lead Officer
August 2004
3
2 Leadership and management development
10 Build on the existing strong political
and managerial leadership to
strengthen the decision-making
process, ensuing that mechanisms
are fit for purpose and owned by
Members and senior officers.
Clearer focus on priorities and
outcomes.
1-2
Leader
SMT
CS
11 Develop management skills and
competency.
Provide management
development and support to drive i)
improvement in frontline services ii)
modernization and sustained change.
Enhanced management
capacity
1-2-3
Cabinet Member for
Resources
HPAM
12 To improve as a learning
organization through a range of
methods to capitalize on learning
opportunities.
Achieve continuous
improvement in service delivery
through improved quality of
processes and workforce.
1-2-3
Cabinet Member for
Resources
HPAM
13 Introduce member development
programme.
Improved leadership and focus.
1-2
Leader & Cabinet
HPAM
&
HDS
C
S
14
R
e-align Cabinet portfolios to ensure
a better match with the
Corporate
Plan
themes (in particular in relation
to Community Safety and Jobs &
Businesses).
Increased focus on priority
areas.
1
Leader & Cabinet
MD
CS
15 Enhance and improve organizational
development to increase capacity
and develop sustainable service
delivery.
A responsive organization that
meets the changing needs of the
community.
An organizational
culture that achieves continuous
improvement.
1
Leader & Cabinet
MD
SMT
Heads of Service
16 Introduce an overarching Human
Resources Strategy and further
develop the Human Resources
function including policies and
practices to deliver the strategy.
Improved HR capacity
throughout the organization.
An
increased ability to improve
through sound change-
management processes and
1
Cabinet Member for
Resources
HPAM
Gravesham Borough Council – High Level Improvement Plan
Improvement
Expected Outcome
Year
Lead Member
Lead Officer
August 2004
4
techniques.
17
Improvement Group to be set up to
supersede the CPA Group to drive
through changes and improvements
resulting from the CPA process.
Maintained momentum in the
modernization and sustained
change agenda.
Delivery of the
HLIP improvements.
1
Leader & Cabinet
Member for Service
Excellence
SMT
HAPM
IG
Gravesham Borough Council – High Level Improvement Plan
Improvement
Expected Outcome
Year
Lead Member
Lead Officer
August 2004
5
3 Performance Management
18 Embed a performance management
culture that incorporates a formal
performance management framework
(PMF) and system within the
organisation.
Improved performance and
achievement of targets and
objectives.
Improved service
delivery.
1-2
Cabinet Member for
Service Excellence
Executive Directors
& Heads of Service
19 Ensure the effectiveness of PMF
meetings between Cabinet Members,
Directors and heads of services by
monitoring the operation of the
Framework.
Greater emphasis on focusing
on progress towards Corporate
Plan targets and the
identification of actions to
accelerate achievement of those
targets.
1
Leader
&
All Cabinet
Members
Heads of Service
20 Further develop the role of Scrutiny.
Formalize the routine meetings
between shadow portfolio holders
and heads of service with a view to
improving communication, challenge
and scrutiny.
Increased and improved
challenge of the organization’s
procedures, processes and
improvement measures.
1-2-3
Leader of the
Opposition
MD
21 Set service standards and targets for
key services and ensure customers
are aware of them – aiming for upper
quartile performance across the
board.
Improved customer awareness
of service expectations and
improved service delivery.
1
Cabinet Member for
Service Excellence
Executive
Directors, HAPM
&
Communications
Team
22
R
e-align service plan objectives to
the
Corporate Plan
objectives.
Improved clarity and focus on
agreed priorities.
1
Cabinet Member for
Service Excellence
Executive Directors
& Heads of Service
23 Implement our positive response to
the final Peer Challenge report, and
CPA report through effective
performance management.
Clarity of focus on key areas
requiring improvement, leading
to improved service delivery.
1-2-3
Leader
&
Cabinet
Member for Service
Excellence
Directors Group
HAPM
IG
Gravesham Borough Council – High Level Improvement Plan
Improvement
Expected Outcome
Year
Lead Member
Lead Officer
August 2004
6
4 Community Safety
24 Develop and introduce a new
Community Safety Strategy for
Gravesham.
Clear articulation of the council’s
aspirations for securing
improvements in the safety and
security of the community.
Clarification of the respective
roles and responsibilities of all
the parties involved and the
identification of the specific
contributions they will make
.
1
Cabinet Member for
Community
Wellbeing
Executive Directors
& HLS (legal)
25 Introduce a more co-ordinated and
corporate approach to the
achievement of community safety.
Improved quality of life and
reduction in crime and the fear
of crime within the community.
1-2-3
Cabinet Member for
Community
Wellbeing
Executive Director
(Corporate
Services)
26 Increase the council’s involvement in
tackling anti-social behaviour.
Improve the quality of life for the
community within Gravesham.
1-2-3
Cabinet Member for
Community
Wellbeing
HLS (legal)
27 Increase level and quality of youth
activities by actively engaging with
young people and implementing
agreed action.
Improved opportunities for
positive activities for young
people and a reduction in youth
crime levels.
Further
development of the Youth
Council.
1-2
Cabinet Member for
Community
Wellbeing
HLS (leisure),
Executive Director
(Community
Services), HLS
(legal) & CSO
5 Corporate Developments and Specific Service Improvements
28 Develop and implement a new
procurement strategy – to incorporate
the effective use of other
procurement options, suppliers and
sectors.
New options for service delivery,
including partnerships.
Enhanced capacity through
more effective use of suppliers
and sectors.
1-2-3
Leader & Cabinet
Member for
Resources
Executive Director
(Corporate
Services)
29 Rolling programme of major IT
system replacement.
Increased service efficiency and
capacity.
1-2-3
Cabinet Member for
Resources
HITS
30 Treat the improvement of Housing
Services as a corporate priority.
Improved quality of service to
Housing customers.
1-2-3
Cabinet Member for
Housing &
Executive Directors
& HHS
Gravesham Borough Council – High Level Improvement Plan
Improvement
Expected Outcome
Year
Lead Member
Lead Officer
August 2004
7
Neighbourhood
Renewal
31 Set clear, measurable local
standards and targets for housing
repairs and maintenance that reflect
the current and future needs of
tenants and residents.
Improved customer awareness
of service expectations and
improved quality of service to
Housing customers (Decent
Homes Standard achieved).
1
Cabinet Member for
Housing &
Neighbourhood
Renewal
Executive Director
(Community
Services) & HHS
32 Continue the improvement of the
Housing Benefits service.
Specifically, increase the speed of
processing benefit claims and
improve our arrangements for dealing
with benefits fraud.
Improved service for claimants &
reduced hardship for vulnerable
members of the community.
Upper quartile performance in
benefits processing by the end
of 2005/06.
Decrease the
incidence of benefits fraud.
1-2
Leader
HFS
33 Introduce a more co-ordinated and
corporate approach towards the
achievement of quality public spaces,
including the quality of highways,
pavements and car parks in
Gravesham.
Improved quality of public
spaces including traffic and
pedestrian amenity and
environment.
1-2-3
Leader & Cabinet
Member for
Environment,
Community Health &
Public Space
Executive Director
(Community
Services)
Key to Lead Officer Titles:
Key to Group Titles:
MD
- Managing Director
SMT
- Strategic Management Team
C
S
- Cabinet Secretary
IG
- Improvement Group
HDS
- Head of Democratic Services
HPAM
- Head of Personnel & Asset Management
HAPM
- Head of Audit & Performance Management
HFS
- Head of Financial Services
HLS (legal)
- Head of Legal Services
HLS (leisure) - Head of Leisure Services
CSO
- Community Safety Officer
HITS
- Head of IT Services
HHS
- Head of Housing Services
HES
- Head of Engineering Services