Delivering public services for the digital age

Noel McLaughlin, B.Sc. (Hons), Business Systems Manager

Metrics

Area: 30,659 km²

Depots : 7

Total Craft Operatives: 123

Mobile Operatives: 53

Residential Housing: 13,478

Works orders per annum: 50,000

Residential Housing:Maintenance Depots:

Background• Trading Org within Housing & Property

ServicesBuilding Maintenance

• Deliver an effective and efficient response and void maintenance service

Purpose

• Implemented a Contract Management System: TotalRepairsIT date 2009

• Implemented Mobile Working (TotalMobile & Xmbrace)IT date 2012

The Need for Change

• Demonstrate Best Value• Customer expectations• Modernise working practices

• People• Processes• Policies

• Deliver savings• Improve quality of service and data• Compliance

Project Objectives

A. Controlling repairs

B. Accurate costing

C. Removal of paper

D. Improved levels of customer service

E. Introduction of repairs by appointment

F. Provide maintenance and health and safety information

G.Reduction in the carbon footprint

Controlling RepairsGeography + Skills + Availability = Dynamic Scheduling

Controlling RepairsRural: Circular Route pre-planned.

Dynamic Scheduling

Increase Workforce Productivity

Increase Workforce Productivity

ChallengesChallenges Impact What we did You learnConnectivity issue Increased time for UAT

and pushed the project forward 4 months

Suppliers to checked and rechecked their settings. Talked a lot!

• Lack of control for authority• Frequent Supplier meetings• Good Data Schema & SLA’s essential

Roles & Responsibilities outside project team

Users not fully understanding their role in ‘mobile’

ConsultationWorkshopsTraining

• Good call scripts for incident management• Gear up your first /second line support • Establish Performance monitoring for new

roles Day 1.

Sequence in the change

Too much too young!...when you should be having fun..

• Mobile Working• Wireless Stores• Barcoding• Dynamic Scheduling• Appointments• Performance

Frameworks

• That once mobile always mobile.• Schedule in change once you establish core

business needs• Mobile has a life outside of project

environment so skill up!

Interfaces

• Customer involvement• Modern Approach• Quicker Response to Repairs• Overall 8% increase of repairs complete within

Target• Effective Response to queries• Customer Involvement

Benefits to the Customer

Customer

• 10:00 to 14:00• 08:00 to 16:30

• 13:00 to 16:30• 08:00 to 13:00

Morning Afternoon

School RunAll Day

Benefits to Highland Council• Staff Health & Safety• Jobs take less time – increase productivity

• Improved control of Operatives

• Reduction in Sub Contractors – 32% decrease

• Improved data = Performance Management

• More account of jobs

• Back Office processes quicker• Faster receipt of Income

Consider• Compliance with change at all levels in the

Organisation.• IT only as good as the people• Consultation & Support• Continual Training Needs of the Organisation• Investment in measuring your performance now

and as the business changes• That people learn in different ways.

Success

• Simplifying processes ‘NOW’ e.g. schedule of rates items and Standard Minute Values.

• Ensure roles are defined and supported• Achieving saving & increasing efficiency• Suppliers passing on their lessons learned• It’s a Heart’s & Minds business – mobile phones

don’t walk around by themselves (yet)

Summary• Expect the IT to work out of the box• Focus on ensuring the business is ready• Good incident and problem management • Up-skill your own staff, report writing,

performance management and delivering change.

• Implement good Service Level Agreements with your suppliers

• So going mobile will save you money? Prove it!

< Time = Savings

25% Improvement on EME

14% Improvement on HP

25% Improvement on ROU

What Next?

Planned Work Voids

Developing Forms will

deliver:

Mobile Capture -

ASB

Mobile Capture -

SHQS

Mobile Capture -

EnvHealth Insp

Questions

‘Start me talking, I’ll tell you everything I know’

Noel McLaughlinBusiness Systems ManagerThe Highland CouncilTel: 01463 702894

Email: Noel.McLaughlin@highland.gov.uk