improve and innovate: thinking differently · • block/ mobile servicing • roles &...
TRANSCRIPT
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Improve and Innovate: Thinking differently
Stephen Greenwood - Neighbourhood Services Manager
Natalie Graburn - Neighbourhood Services Coordinator
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Todays session
Improve & Innovate; Thinking Differently
Staff: Culture & Behaviours
Services: Service Improvement
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Behavioural Framework
Culture & Behaviours
Customer Focus
Problem Solving & Decision Making
Initiative & Innovation
Planning & Project management
Adaptability & Embracing change
Effective Teamwork
Self & Team management
Coaching & Team Development
Emotional Intelligence
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Team Results
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Objectives
• Communicating & Influencing
• Initiative & Innovation
• Planning & Project management
• Coaching and Team Development
• Self & Team management
Training Matrix…
• Customer Service training
• Compliance
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Recruitment
Approach..
Introduced meaningful objectives at
2, 4,& 6 month (Bronze) stages
FUNCTION / LEVEL
START
2 MONTH
4 MONTH
BRONZE
SILVER
GOLD
Neighbourhood Services Operative
15300
15922
16335
16951
18401
19621
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Service Improvement
Service Improvement
Service offer
Management of Service
Partnership working and growth
Learning and development
Improved use of technology
Finance & budgeting
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Service Offer
Objective: To ensure our service reflects the work we do for
the Trust and our customers.
Branding
Mission Statement
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Service Offer - Branding
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Service Offer
Mission Statement:
We provide Clean, Safe & Attractive neighbourhoods. A place
where a customer can call home.
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Management of Service
Objective: To ensure the team are managed, accountable and have
the right resources to delivery excellent services
• Block/ Mobile Servicing
• Roles & Responsibilities
• Operating model
• Team Structure
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Management of Service
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Management of Service
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Management of Service
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Management of Service
Performance management
• Introduction of the supervisor role
• Restructuring the rounds
• Implemented the photobook (Housemark)
• Action plan for minimum grade of 3
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Improved use of Technology
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Improved use of technology
Objective: To continuously improve our working and
maximise our use of technology to deliver services.
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Improved use of technology
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Improved use of technology
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Efficiencies
• 50% reduction in cleaning and material
costs
• 10% reduction in mileage
• 30% reduction in complaints
• 25% staff efficiencies
Value for Money
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Estate Servicing
Additional Services
• Deep Cleaning
• Playarea
• Relief
• Ginnel Management
• Leaf Clearance
• Gritting
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Estate Servicing
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Estate Servicing
Staff Benefits
• Varied Role
• Closer internal relationships
Team Benefits
• Growth Opportunities
• Maintenance of Stock
• Sustained Tenancies
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Land Review
What is the land review?
A review of the external areas of ownership, beyond individual
properties & gardens
Why did we do it?
• Reduce Complaints
• Professionalism
• Digital Approach- GIS
How did we do it?
• 5 staff, 4 weeks, surveying each site.
• GIS specialist uploaded
What were the results?
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Play area Management- Insourcing
Background
15 play areas transferred during LSVT from Council.
Inspection regime remained with the Council.
£8000 per annum for weekly inspections & one annual report
What made us change?
Quality of information
Value for Money
Corporate Responsibility & Compliance
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Play area Management- Insourcing
How did we change?
• Research
• Training
• Procedure
• Policy
• Staff buy-in
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Play area Management- Insourcing
Outcomes
Value for Money
£8000 savings, as inspections are in house
Safety & Compliance
Issues are dealt with quicker which reduces risk of injury.
2014/2015 2015/2016
23 Areas of Medium Risk 5 Areas of Medium Risk
1 Medium High Risk
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What is Next
Waste Management: How can we drive a different customer
behaviour.
Removal of bin chutes in the high rises (pilot)
Rapid response to ASB within an improved structure (pilot)
Improved delivery of completing on site repairs
Servicing towers – mobile team vs block
NSF- Neighbourhood Services Facilities
Culture continued – Saying, Thinking, Doing
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Behavioural Framework
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