bsc implementation plan incorporating organisational structure … · 2015-06-29 · q1 2014 update...
TRANSCRIPT
BSC Implementation Plan
Incorporating Organisational Structure Review; Community Satisfaction Survey; Development Application Processing Survey
Implementation Actions Tasks/Activities
Indicative
TimeframeI: < 3 mths
S: 3-6 mths
M: 9 mths +
O: Ongoing
Owner StatusNS: Not Started
WIP: Work in
Progress
C: Complete
End of Financial Year Update 30
June 2013Q1 2014 update
Notify employees affected of
change
I EMSOD C
Notify unions to which they
belong
I EMSOD C
Monthly staff update circular to
continue
O GM WIP Staff briefings and circulars have
communicated the intention to
undertake a review of the Planning
and Building and Regulation teams.
Awaiting consultant's Discussion
Paper on Planning and Building
and Regulation team review.
Affected employees are being
consulted directly as part of the
review process.
Organisation Structure Review
Develop an engagement
program (which includes
Council's duty to notify) with
key stakeholders regarding the
introduction of structural
change
1
BSC Implementation Plan
Incorporating Organisational Structure Review; Community Satisfaction Survey; Development Application Processing Survey
Implementation Actions Tasks/Activities
Indicative
TimeframeI: < 3 mths
S: 3-6 mths
M: 9 mths +
O: Ongoing
Owner StatusNS: Not Started
WIP: Work in
Progress
C: Complete
End of Financial Year Update 30
June 2013Q1 2014 update
Organisation Structure Review
Continue staff consultation
process via SCC
O EMSOD C Updates continue at SCC meetings. SCC to be briefed on any
proposed changes from the
current review of the Planning
and Building and Regulation
teams. All other employee
related changes from the original
structural review have been
implemented. The SCC have
agreed to remove this matter
from their meeting agenda.
Identify staff significantly
impacted
I EMSOD C
Discuss changes with these staff
and measures to mitigate effects
I EMSOD C
Confirm opportunities for lateral
transfer with staff significantly
affected or, in need, recruit to
vacant positions
I EMSOD C Recruitment to position of
Manager, Building and regulation
on hold pending further review.
Aside from the current review of
the Planning and Building and
Regulation teams, all other
employee related changes from
the original structural review
have been implemented.
Develop an engagement
program (which includes
Council's duty to notify) with
key stakeholders regarding the
introduction of structural
change
Align positions and people
within new structure
2
BSC Implementation Plan
Incorporating Organisational Structure Review; Community Satisfaction Survey; Development Application Processing Survey
Implementation Actions Tasks/Activities
Indicative
TimeframeI: < 3 mths
S: 3-6 mths
M: 9 mths +
O: Ongoing
Owner StatusNS: Not Started
WIP: Work in
Progress
C: Complete
End of Financial Year Update 30
June 2013Q1 2014 update
Organisation Structure Review
Identify positions requiring some
change, modify position
descriptions, conduct job
evaluations
I EMSOD WIP Work continues on updating
position descriptions for existing
roles where there has been some
change.
A small number of position
descriptions are still to be
updated and work continues to
finalise this item.
Revise and confirm delegations
for new roles
S GM C Delegations continue to be
reviewed and updated as required.
Software is being assessed for use
as a tool for ongoing management
and communication of delegations
to enable Council to more
efficiently meet its legislative and
audit requirements in this regard.
A report to the July Ordinary
Meeting is being submitted
regarding the General Manager's
delegations.
Delegations for new roles, as
required, are now in place. A
project related to the content
and ongoing management of
delegations has been
programmed within the
Operational Plan and will be
reported on via the quarterly
review process.
Establish ongoing requirements
for those roles currently filled by
long term casuals or temps -
prepare position descriptions,
identify opportunities for lateral
transfer or, in need, recruit
S GM
DGMs
WIP Casual coverage in Customer and
Business Support team has been
removed. Recruitment to
commence shortly for Finance
Officer position which will enable
casual staffing in that area to be
reviewed.
Recruitment to Finance Officer
position being finalised. Casual
staffing being reviewed.
Recruitment to Volunteer and
Visitor Information Centre
Coordinator commenced.
Align positions and people
within new structure
(CONT) Align positions and
people within new structure
3
BSC Implementation Plan
Incorporating Organisational Structure Review; Community Satisfaction Survey; Development Application Processing Survey
Implementation Actions Tasks/Activities
Indicative
TimeframeI: < 3 mths
S: 3-6 mths
M: 9 mths +
O: Ongoing
Owner StatusNS: Not Started
WIP: Work in
Progress
C: Complete
End of Financial Year Update 30
June 2013Q1 2014 update
Organisation Structure Review
Undertake review of current
customer service and
administration roles;
Undertake review of
departmental
administrative/service needs;
Include incorporation of outlying
service centres;
S MGE C Team Leader has commenced.
Post review develop separate
project implementation plan
S MGE C Project plan currently being
developed. Customer and Business Services
(C&BS) Implementation Plan
prepared and in use.
Undertake review of
administration and customer
service function
4
BSC Implementation Plan
Incorporating Organisational Structure Review; Community Satisfaction Survey; Development Application Processing Survey
Implementation Actions Tasks/Activities
Indicative
TimeframeI: < 3 mths
S: 3-6 mths
M: 9 mths +
O: Ongoing
Owner StatusNS: Not Started
WIP: Work in
Progress
C: Complete
End of Financial Year Update 30
June 2013Q1 2014 update
Organisation Structure Review
Post review incorporate any
changes into position descriptions
and undertake job evaluation
S MGE
EMSOD
C Draft PD developed and being
reviewed by staff.
Final Position Description
accepted by C&BS team,
reviewed by SCC and has been
implemented.
Post review provide required staff
training and development
S TLCBS C Training program has commenced
using internal resources to share
key information re services. On line
learning resources being reviewed.
Comprehensive training plan under
development.
Training and support provided
via daily briefings and other
presentations to service staff.
Training plan to be finalised
aimed at cross skilling team
members across a broad range of
council functions & procedures.
External training providers and
courses being sourced for
delivery of customer service
skills, armed hold up as well as
specific training related to the
Planning and Health and Building
functions.
Develop a customer service
charter
S MGE C Draft prepared and being reviewed
by staff.
Finalised and endorsed by
Council 25/9/13. Circular being
issued to staff and final
document being placed on
intranet. Charter to be promoted
via Council's web site, flyers at
Council facilities, media releases
etc.
Undertake review of
administration and customer
service function
5
BSC Implementation Plan
Incorporating Organisational Structure Review; Community Satisfaction Survey; Development Application Processing Survey
Implementation Actions Tasks/Activities
Indicative
TimeframeI: < 3 mths
S: 3-6 mths
M: 9 mths +
O: Ongoing
Owner StatusNS: Not Started
WIP: Work in
Progress
C: Complete
End of Financial Year Update 30
June 2013Q1 2014 update
Organisation Structure Review
Establish central customer
management system and provide
training to all staff
M MGE C Further training undertaken by
front office staff to maximise usage
of service request system.
C&BS staff completing service
requests for enquiries received
via telephone and counter.
Project underway to review and
improve existing service request
system.
Develop information, systems and
technology to support changes
recommended by review
M MGE
MITS
C Intranet launched and being
actively used to share information
and resources to enhance service
provision and support "one stop
shop" concept.
Intranet used daily by significant
number of staff, growing number
of articles uploaded and pages
being read. Further procedural
information to be uploaded to
intranet to support Customer &
Business Services staff and assist
with the achievement of
increased "First Contact
Resolution" (FCR).
Undertake review of
administration and customer
service function
(CONT) Undertake review of
administration and customer
service function
6
BSC Implementation Plan
Incorporating Organisational Structure Review; Community Satisfaction Survey; Development Application Processing Survey
Implementation Actions Tasks/Activities
Indicative
TimeframeI: < 3 mths
S: 3-6 mths
M: 9 mths +
O: Ongoing
Owner StatusNS: Not Started
WIP: Work in
Progress
C: Complete
End of Financial Year Update 30
June 2013Q1 2014 update
Organisation Structure Review
Establish regular service
performance reporting
M MGCE WIP Various initiatives under
development including service
experience feedback surveys via
Council web site and mystery
shopper program.
Telephone tracking completed
daily to monitor FCR rate -
presently achieving average 49%
against target of 80%. Monthly
"mystery customer" program
being implemented. Customer
Service Survey soon to be
available on line and via
hardcopy in customer service
area and at other Council
facilities. KPI's being developed
in order to provide monthly
performance reports to
leadership and executive teams.
Establish communication
protocols for committees and
other community groups
S MCW WIP Under development. Internal
consultation being undertaken.
Protocol for Arts and Cultural
Committee communication
established. Committee
consultation and voting on issues
between meetings now done by
'flying circular memo'. This
protocol implemented by
agreement with this Committee
and has been effective.
(CONT) Undertake review of
administration and customer
service function
7
BSC Implementation Plan
Incorporating Organisational Structure Review; Community Satisfaction Survey; Development Application Processing Survey
Implementation Actions Tasks/Activities
Indicative
TimeframeI: < 3 mths
S: 3-6 mths
M: 9 mths +
O: Ongoing
Owner StatusNS: Not Started
WIP: Work in
Progress
C: Complete
End of Financial Year Update 30
June 2013Q1 2014 update
Organisation Structure Review
Introduce three way budget;
Restructure budgeting process
through:
1. organisational unit
2. natural account
labour/plant/material/etc
3. program or activity e.g. road
maintenance, DA processing
M MF WIP Progress impacted by end of
financial year tasks.
Restructuring of budget based on
organisational unit and natural
account has been completed.
Work on "program or activity"
has commenced.
Review Works related invoice
management and payment
M MF
MW
WIP Progress impacted by end of
financial year tasks.
Work is in progress.
Implement committed costing M MF
MW
WIP Commenced rollout. Training for
indoor staff is in progress.
Training and testing continues.
Complete job analysis and review
position descriptions for
Accountant and Finance Manager
M MF NS Timeframe extended due to
workloads
Work is in progress.
Review internal processes and
identify opportunities to
introduce best practice
- Finance and Payroll
- Dev Applications
- Engineering
- Asset Management
- Management of Overtime
- Project Management
- Building Certification
- Enforcement
- Library Services
- Document Management
CONT FROM PREVIOUS PAGE
8
BSC Implementation Plan
Incorporating Organisational Structure Review; Community Satisfaction Survey; Development Application Processing Survey
Implementation Actions Tasks/Activities
Indicative
TimeframeI: < 3 mths
S: 3-6 mths
M: 9 mths +
O: Ongoing
Owner StatusNS: Not Started
WIP: Work in
Progress
C: Complete
End of Financial Year Update 30
June 2013Q1 2014 update
Organisation Structure Review
Reduce DA processing time:
- undertake process review
- develop action plan
S MP WIP Action plan has been developed
and being reviewed internally.
Action plan remains under
review and is dependent on
outcome of current structure and
resource review of the Planning
and Building & Regulation teams.
Improve engineering lead times
- develop actions to ensure time
between design completion and
commencement of construction is
a minimum of 12 weeks
M MAMD C Design for program works is up to
date. Some additional design
requirements due to natural
disasters are being scoped.
Design for program works is up
to date noting that there is
limited programmed works for
this Quarter.
Improve engineering processes
and services
- provide training in letter and
report writing
- establish appropriate
delegations
O MAMD
EMSOD
WIP Progress in these activities delayed
due to work required in support of
natural disasters and other
unexpected issues.
Online training has been
completed by relevant staff. Face
to face training options being
considered for wider staff
functions. Delegations
specifically related to signing
correspondence are under
review.
CONT FROM PREVIOUS PAGE
CONT FROM PREVIOUS PAGE
9
BSC Implementation Plan
Incorporating Organisational Structure Review; Community Satisfaction Survey; Development Application Processing Survey
Implementation Actions Tasks/Activities
Indicative
TimeframeI: < 3 mths
S: 3-6 mths
M: 9 mths +
O: Ongoing
Owner StatusNS: Not Started
WIP: Work in
Progress
C: Complete
End of Financial Year Update 30
June 2013Q1 2014 update
Organisation Structure Review
Implement comprehensive asset
management system
- establish project plan and
parameters
- provision for expenditure to be
made in the budget process
S MAMD C Resource sharing options with
neighbouring councils yet to be
explored. Progress dependent on
Independant Local Government
Review Panel report. A project plan
for the review of the assest
management plans has been
prepared and work commenced.
Training for staff being undertaken
mid July.
Staff training on the asset
management process (NAMS)
has been completed.
Implementation of the NAMS
process is now ongoing.
Improve management of overtime
- establish procedures and
approval process
- establish regular management
reporting
- undertake regular analysis of
root cause
- specifically review resourcing
within Water and Waste Water
O EMSOD
DGMs
WIP Regular reports and analysis of OT
and TIL ongoing. Leave accrual
policy to be developed.
Matter under regular review.
Policies drafted. Options for
Water and Wastewater
resourcing being developed by
department Manager.
CONT FROM PREVIOUS PAGE
10
BSC Implementation Plan
Incorporating Organisational Structure Review; Community Satisfaction Survey; Development Application Processing Survey
Implementation Actions Tasks/Activities
Indicative
TimeframeI: < 3 mths
S: 3-6 mths
M: 9 mths +
O: Ongoing
Owner StatusNS: Not Started
WIP: Work in
Progress
C: Complete
End of Financial Year Update 30
June 2013Q1 2014 update
Organisation Structure Review
Improve organisational
performance and management of
projects
- research and assess relevant
models e.g. ABEF
- research and assess project
planning and management
methodologies
M EMSOD
DGMs
WIP Service Delivery Reviews continue
with good progress being made.
Reviews currently underway
include Roads and Bridges, Pools
and Weeds. Outcomes to be
reported to Council in due course.
Service Delivery Reviews
continue with outcomes being
reported to Council.
Develop strategy to address
competition in building
certification
- review existing Council models
- determine best practice and
process
O MBR NS Currently being considered as part
of the structure and resource
review of the Planning and Building
& Regulation teams.
Currently being considered as
part of the structure and
resource review of the Planning
and Building & Regulation teams.
Address enforcement
requirements
- research best practice
O MBR NS Currently being considered as part
of the structure and resource
review of the Planning and Building
& Regulation teams.
Planning staff have drafted an
Enforcement Policy.
CONT FROM PREVIOUS PAGE
11
BSC Implementation Plan
Incorporating Organisational Structure Review; Community Satisfaction Survey; Development Application Processing Survey
Implementation Actions Tasks/Activities
Indicative
TimeframeI: < 3 mths
S: 3-6 mths
M: 9 mths +
O: Ongoing
Owner StatusNS: Not Started
WIP: Work in
Progress
C: Complete
End of Financial Year Update 30
June 2013Q1 2014 update
Organisation Structure Review
Develop library strategy
- develop operational
management plan
- develop service delivery plan
and options
M LIB WIP Shire operational plan and service
delivery options to be developed
and will be reported to Council in
due course. Customer service
charter and key performance
indicators are being developed for
regional library service. Opening
hours have recently been adjusted
to provide increased service
without any net increase in costs.
Development of Bellingen Shire
Library Services operational plan
continues in alignment with the
Clarence Regional Library
strategic action plan. Service
delivery plan is to be developed
in support of the operational
plan incorporating service
charter and performance
indicators.
Update personnel systems with
organisational change data
- audit and update CivicView
M EMSOD
PAYROLL
WIP Work continues in this area. Payroll system has been
updated. Work on other systems
continues.
Develop a team building
program
O EMSOD C Management team development
program underway.
Leadership Team development
continues.
Develop improved
organisation communication
processes
O GM
DGMs
C Initiatives continuing. Intranet
proving to be a valuable additional
communication and resource tool
for indoor staff.
Initiatives continuing.
CONT FROM PREVIOUS PAGE
12
BSC Implementation Plan
Incorporating Organisational Structure Review; Community Satisfaction Survey; Development Application Processing Survey
Implementation Actions Tasks/Activities
Indicative
TimeframeI: < 3 mths
S: 3-6 mths
M: 9 mths +
O: Ongoing
Owner StatusNS: Not Started
WIP: Work in
Progress
C: Complete
End of Financial Year Update 30
June 2013Q1 2014 update
Organisation Structure Review
Establish regular community
survey process
O DGMs C Teams formed to consider priority
areas and develop specific
response for inclusion in action
plans.
Priority actions from previous
survey have been identified and
incorporated into individual work
plans. The next community
satisfaction survey has been
programmed in the Operational
Plan.
Monitor one off implementation
and recurrent costs;
S GM C
Develop indicators of measures of
improvement and savings from
new initiatives;
S MF C Financial data currently being
captured and monitored. End of
year costings to be brought to
account and reported to Council in
the 1st Quarter 2013/14
implementation plan update.
End of year costings brought to
account.
Measure progress against
indicators;
M MF C Financial data currently being
captured and monitored. End of
year costings to be brought to
account and reported to Council in
the 1st Quarter 2013/14
implementation plan update.
End of year costings brought to
account.
Implement the structural
changes within the agreed
Funding Strategy
13
BSC Implementation Plan
Incorporating Organisational Structure Review; Community Satisfaction Survey; Development Application Processing Survey
Implementation Actions Tasks/Activities
Indicative
TimeframeI: < 3 mths
S: 3-6 mths
M: 9 mths +
O: Ongoing
Owner StatusNS: Not Started
WIP: Work in
Progress
C: Complete
End of Financial Year Update 30
June 2013Q1 2014 update
Organisation Structure Review
Monitor repayment of any
internal borrowings;
M MF C No internal borrowings currently.
End of year costings to be brought
to account and reported to Council
in the 1st Quarter 2013/14
implementation plan update.
No internal borrowings required.
Complete Stage 2 of the
Organisational Review
Undertake a review to identify
commercial ventures, alliances,
strategic partnerships and/or
outsourcing opportunities for
Council's long term benefit
M GM WIP Service Delivery Review project
continues.
Service Delivery Review project
continues. MIDROC Strategic Sub
Alliance groups being formalised
to facilitate resource and
expertise sharing.
Implement the structural
changes within the agreed
Funding Strategy
14