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

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

• The Governments 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

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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

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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

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Progress Update

• Refurbishment of Perceval House underway
• Ground 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 relationships
• Employee Forum, fortnightly meetings

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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
• Childrens 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

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Whats in a name

• Universal Services (Streets)
• Street Environment
• Universal Services (development)
• Built Environment
• Choice Services
• Cultural Services

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Making it real in Street EnvironmentJoe
Tavernier
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• The public realm - whose borough is it anyway?
• Clean Green contract
• Enforcement
• Best Value BVPI 199
• Customer Satisfaction

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How is Response going to assist in real service
improvement?
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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

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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

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Making it real in LibrariesKeith Townsend
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Libraries to be proud of

• 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

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Response Council will deliver

• 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)

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Conclusions

• Were doing it now and entering a new phase of
  transforming Ealing
• Delivering Response will deliver improved
  services and meet the Governments agenda
• - Better environment and services
• - Better customer service (including
  libraries)
• Were here to help!

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Q A