Socitm NI Launch Event Performance Management Group Overview Mark Brett Activity Manager

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Socitm NI Launch Event Performance Management
Group Overview Mark Brett Activity Manager
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• Performance Management Group background
• Some information about the KPIs
• Thoughts around the Efficiency agenda.

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PMG Background

• To promote good practice for performance
  management, to support ICT professionals in
  meeting their performance management objectives.
• To promote Socitm KPIs, their use, comparison and
  exploitation.
• To provide training and development material,
  research and comment on the Socitm KPIs and other
  performance issues.
• To review the Socitm KPIs, refine and suggest new
  KPIs to keep abreast with the business needs of
  the membership and their organisations.

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Working closely withSocitm InsightSocitm
ConsultingSocitm LearningSocitm Information Age
Government Group (SIAG)
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Achievements in service delivery with ICT

• CPA, Best Value and ICT
• Relationships between inspections and ICT
  contribution, supported by case studies, eg
• Stockport MBC
• West Berkshire and
• Other councils with three star prospects of
  improvement

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Achievements in service delivery with ICT

• Benchmarking services
• Approx 200 councils using at least one of two
  services
• Over 40,000 responses from users about the ICT
  service
• Many case studies of improvement, eg
• Caerphilly CBC
• Corporation of London
• Staffordshire Moorlands DC

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Achievements in service delivery with ICT

• Information management
• Bracknell Forest BC
• Devon CC
• Luton BC
• RB of Kingston
• North Lincolnshire
• West Sussex CC
• RB of Windsor Maidenhead
• Knowledge sharing
• Four more case studies

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Achievements in service delivery
with ICT

• North Cornwall DC
• Caradon DC
• Canterbury City
• Derwentside DC
• Maidstone BC
• Staffordshire Moorlands DC
• Stroud DC
• Welland Partnership

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Some information about the KPIs
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• Internal KPIs Measuring ICT Efficiency
• http//www.socitm.gov.uk/Public/bestvalue/KPIsv6/
  default.htm
• External KPIs Measuring Service
  Efficiencyhttp//www.socitm.gov.uk/Public/bestval
  ue/KPIsv6/v6KPI51-75.htm

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Internal KPIs

• KPI 1 User satisfaction
• KPI 2 Resolution of reported incidents
• KPI 3 Percentage of successful projects
• KPI 4 Acquisition costs of workstation
• KPI 5 Cost per connection to voice network
• KPI 6 Cost per connection to data network
• KPI 7 Support costs per workstation
• KPI 8 Workstations supported per support
  specialist
• KPI 9 Access to ICT
• KPI 10 ICT competence of employees
• KPI 14 Investment in ICT by employee

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EXTERNAL KPIs

• KPIs 51-75 Electronic service delivery for the
  most frequently used transactions (10 only)
• KPI 51 renew library books?
• KPI 54 enrol on an adult education course?
• KPI 55 report a street light failure?
• KPI 60 report a housing repair?
• KPI 61 enquire about the status of my planning
  application?
• KPI 64 report a missed refuse collection?
• KPI 66 book a sporting/leisure event managed by
  the local authority?
• KPI 67 pay a parking fine?
• KPI 68 pay Council Tax?

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NEW KPI Service Availability

• Version 7 2005/6 being drafted and tested, will
  be live in June.
• New Version 8 for 2006/7 thinking around Mobile
  Technology

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SOCITM KPIs Database

• Monthly updates
• Data entered via website forms
• Graphs and trend analysis
• Benchmarking data included
• Small annual subscription

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Towards helping authorities with Outsourced ICT
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Some key issues to consider

• What do we need to measure?
• Why do we need to measure it?
• How should we measure it?
• What tools should we use?
• Are the KPIs enough?
• What other approaches are there?
• Should we establish a round table group?
• Should we have a secure discussion board?

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Some deliverables to think about

• Would specific training courses/workshops be
  useful?
• Should we focus on inputs or outcomes!!
• How to demonstrate successful outcomes.
• Glossary Common language
• Objective V Subjective
• New KPIs
• Document repository

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Thoughts around the Efficiency agenda(With
thanks to Peter Byard IDeA)
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A Council View
Local Council Strategy
Service Plans
Efficiency
Best Value
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Gershon

• Corporate Services (e.g. HR, IT, legal)
• Transactional Services (e.g. benefits, local
  taxation)
• Procurement
• Regulation of Public Sector (e.g. inspections)
• Regulation of Private Sector (e.g. licensing)
• Productive time of frontline staff (e.g.
  reducing time doing administration)
• Particular emphasis on shared services across
  councils..

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Efficiency
A little more money for a lot more service The
same money for more service Less money for more
service Less money for the same service A lot
less money for a little less service
Not Cashable
Cashable
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The efficiency review and service teams
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Modernisation Competencies
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Transformational Change
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Project Lifecycle
Business Process definition
Service manager and Management Team sign-off
Key stage report
What? When? Why? How?
Build new process
Testing and training
Design improved process define technology
requirements
Who? Where?
Cross cutting challenge
Work / Life balance analysis
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The Improvement Programme
Ongoing programme management
Business unit improvement projects
IT Infrastructure enablement
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Integration
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Questions?

• What can PMG do for you in Northern Ireland?
• How can we help?
• Where is the commonality?
• Mark.brett_at_socitm.gov.uk