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Intro slide Text Second level text Total Transformation Programme November 2014 1.

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Presentation on theme: "Intro slide Text Second level text Total Transformation Programme November 2014 1."— Presentation transcript:

1 Intro slide Text Second level text Total Transformation Programme November

2 Intro slide Text Second level text Total Transformation We will be discussing the following questions What does it mean ? What will it involve ? What will the outcomes be ? Where have we got to so far ?

3 Intro slide Text Second level text TTP Team Dedicated team Wide and varied experience Released from day to day duties Focused and driven

4 Intro slide Text Second level text TTP Team

5 Intro slide Text Second level text Frames When considering what we want to change the following areas have been highlighted People (Customers and Staff) Service Change Process Systems Buildings

6 Intro slide Text Second level text Staff Involvement We will require a significant commitment from staff so need their support Therefore ensuring staff remain informed and engaged is critical at this time 6

7 Intro slide Text Second level text Communications Staff Magazine Ask the Team Area on staff website Regular awareness sessions Change group 7

8 Intro slide Text Second level text Awareness Session 8

9 Intro slide Text Second level text Projects 9 Project NameProject Manager Total Customer ServiceKenny Total Place CareAngela Total Person CareAngela Total Property CareFiona Total Business SupportCaroline Project ManagementFiona Systems ModernisationCaroline Process ReviewCaroline RebrandingKevin Total RewardMaureen Total Culture ChangeMaureen Business GrowthFiona River Clyde AcademyMaureen New PremisesKenny

10 Intro slide Text Second level text Total Customer Service Provide a Better Opportunity to Access Services 24/7 Access to Services Improved Daytime Service Access Develop Customer Services in the New RCH HQ Create Customer Hubs in Greenock and Port Glasgow Out of Hours Service Access Improved On-line, Self Service Portal Rapid Response Function 10

11 Intro slide Text Second level text Total Customer Service Personal Support Contact Personal Alarm Contact Controlled Home Access and CCTV Monitoring Services Property Lettings Total Customer Resolution 11

12 Intro slide Text Second level text Total Customer Service Introduce a Customer Advisory Service Fuel Efficiency Financial Advice Personalised Customer Support Introduce an Advocacy Service 12

13 Intro slide Text Second level text Total Customer Service Develop a Strategy for Tackling Digital Inclusion Review our Choice Based Lettings Process Produce a Service Catalogue Standardise and Enforce or Data Protection and Information Security Policies 13

14 Intro slide Text Second level text Total Person - Outcomes The principle outcome of Total Person is to recognise the need to care for our customers, to enhance their wellbeing and provide the right model(s) of housing with support to meet the needs of the population in Inverclyde today and in the future. 14

15 Intro slide Text Second level text Total Person - Outcomes In addition, Total Person will seek to Improve customer satisfaction with services we already provide and River Clyde Homes overall Improve our Care Inspectorate rating Improve River Clyde Homes’ long term viability by retaining customers by offering “packages” of support to sustain their tenancy and improve their wellbeing. 15

16 Intro slide Text Second level text Total Person - Workstreams There are thirteen key business areas to be examined under this service review being Undertake research into older persons needs Supported housing scheme management (sheltered) and appropriate model of delivery/ provision Options appraisal for new supported housing requirements to address unmet need from Local Housing Strategy 16

17 Intro slide Text Second level text Total Person - Workstreams Review of warden role and floating support services Feasibility study on proposals to avoid isolation for customers Consider a service for resbite and emergency accommodation 17

18 Intro slide Text Second level text Total Person - Workstreams Feasibility study for introduction of personal care services Personal support tasks for customers at home Consider options for assisting customers with moving home Feasibility study for Minor Repairs Service 18

19 Intro slide Text Second level text Total Person - Workstreams Redesign the Garden Tidy Scheme Review of Settling in and tenancy sustainment service Consideration of opportunities for volunteering relating to improving employability and added value for services 19

20 Intro slide Text Second level text Total Place - Outcomes The principle outcome of this review is recognising the importance of places or neighbourhoods and improving on the crucial contribution River Clyde Homes makes to instil pride in the places where our customers live. 20

21 Intro slide Text Second level text Total Place - Outcomes In addition Enhance the customer experience with the services we provide Improve customer satisfaction with their neighbourhood as a place to live which is an ARC outcome Consider opportunities for a hub delivery model for Place management 21

22 Intro slide Text Second level text Total Place – Workstreams Consideration of options for the delivery of Place related services including Review of caretaking service to expand to all flatted stock Review and value for money assessment of estates based contracts, for example, grounds maintenance Feasibility study of handyperson service 22

23 Intro slide Text Second level text Total Place – Workstreams Consider in-house void property cleaning/clear out Review of garage management Review contracts around Place hubs, for example, all contracts associated with one multi or neighbourhood under one business area 23

24 Intro slide Text Second level text Total Place -Workstreams Develop opportunities/funding for employability in estates management services Review existing titles for owners to ensure service costs recharged wherever possible Work in partnership with other land owners, for example, Inverclyde Council, to deliver improved streetscene including paths, street lighting, safe pedestrian areas 24

25 Intro slide Text Second level text Total Place -Workstreams The scope of Total Place will include assessing good practice and benchmarking with high performing, low cost housing providers and the private sector. Aspire to high scoring estates in Keep Scotland Beautiful assessment operating across Scotland 25

26 Intro slide Text Second level text Total Property Care- Workstreams A varied property related services hub to include: Responsive repairs services: emergency, urgent and day to day Cyclical and planned repairs services: including gas servicing Void property repairs services; 26

27 Intro slide Text Second level text Total Property Care- Workstreams Investment and major repairs services: including major adaptations Energy efficiency works and advice: carrying out energy audits, associated works and providing home energy advice Customer training and awareness raising: enabling customers to carry out basic home maintenance Factoring services: based on our total property care offer but expanded to potentially include total person and place care service options Note: Trading ‘arm’ of new RCH; set up to be commercial. 27

28 Intro slide Text Second level text Total Business Support - Outcomes The overall purpose of this project is to ensure our support function is equipped to provide an effective and efficient service which can provide appropriate support to the services we provide to our customers. 28

29 Intro slide Text Second level text Total Business Support - Workstreams The majority of the items in this project will be progress later on in the project timetable as they are dependent on the completion of projects Update Business Intelligence Introduce defined change management process for all areas of RCH 29

30 Intro slide Text Second level text Total Business Support - Workstreams Update Business planning cycle including financial plan Update asset management planning Update business controls 30

31 Intro slide Text Second level text Total Project Management - Workstreams Project planning, customer and partner consultation and project delivery services including project initiation issues management equality impact assessments Communications contract commissioning project review 31

32 Intro slide Text Second level text Total Project Management - Workstreams Hub to operate on different levels including Neighbourhood renewal projects (spatial) Major investment projects (physical) Key service or business initiatives (operational) 32

33 Intro slide Text Second level text The Outcomes of Project Management This project is being undertaken so that the River Clyde Homes can realise the full benefits of good project management Better Efficiency in Delivering Services Improved / Increased / Enhanced Customer Satisfaction Enhanced Effectiveness in Delivering Services Improved Growth and Development Within our Teams 33

34 Intro slide Text Second level text The Outcomes of Project Management Greater Standing and Competitive Edge Opportunities to Expand our Services Better Flexibility Increased Identification and Assessment of Risk Increase in Quality 34

35 Intro slide Text Second level text The benefits of Project Management By implementing good project management strategies, we will narrow our focus, reach desired goals and achieve those goals within specific time and cost perimeters. The final result is that everyone comes out a winner - which just may be project management's best benefit of all. 35

36 Intro slide Text Second level text Total Systems Modernisation - Workstreams The overall purpose of this project is to ensure we have up to date technology to support the needs of our business and the services we provide. 36

37 Intro slide Text Second level text Total Systems Modernisation - Workstreams The main workstreams we will look at are the following Replace the Housing Management System MIS procured and implementation under way Mobile 5.5 Discussions with supplier under way 37

38 Intro slide Text Second level text Total Systems Modernisation - Workstreams Modernise ICT equipment to support new systems Modernise Infrastructure Further develop Internet and Intranet Update mobiles phones Roll out of standard devices complete Devices to support Mobile 5.5 to be procured 38

39 Intro slide Text Second level text Total Process Review - Project The processes and procedures used in RCH need to change. This project will use the “Systems thinking” approach which uses the skills and knowledge of the people doing the work to redesign the process. The needs of the customer are and how we provide for those needs are the most important consideration. 39

40 Intro slide Text Second level text Total Process Review - Workstreams Reactive Repairs – In progress Income Management – In progress Voids – starts 12 Jan 15 Factoring process – starts 4 May 15 ASB – Starts 24 Aug 15 Complaints – Starts 14 Dec 16 Investment – Starts 28 Mar 16 40

41 Intro slide Text Second level text Total Process Review – In progress 41

42 Intro slide Text Second level text Total Business Growth - Workstreams Partnership Development The systems, process and building developments over the next 2 years will provide a unique opportunity to explore the potential for shared services with a number of partners including Our IHAF partners: Cloch and Oak Tree HA’s Inverclyde Council: especially the Community and Health Care Partnership Police Scotland 42

43 Intro slide Text Second level text Total Business Growth - Workstreams Commercial Development Developing a new ‘commercial arm’ around Total Property Care introduces the option of partnering with established services provider to help manage initial risk and exposure. 43

44 Intro slide Text Second level text Total Business Growth - Workstreams Constitutional Change Developing shared services with others, increasing our commercial viability, trading and contracting with others will require major constitutional change. At present we have a traditional constitutional structure of one asset holding charitable company led by a Board of voluntary, non – executive Directors. This model will have to change and there will be a need to consider the following: 44

45 Intro slide Text Second level text Total Business Growth - Workstreams A group structure to allow establishment of at least one non charitable trading arm with its own Board A revised Board membership to include people with the necessary skills to lead a trading company, and a more complex group arrangement The potential for executive Directors to join a relevant Board The potential for the charitable stock holding arm to have a ‘co- operative’ governance arrangement involving customers and staff. 45

46 Intro slide Text Second level text Total Business Growth - What will the future look like? 46 Parent Company Executive Function & Finance Fully Regulated Trading Arm (Formal replationship with Parent) Social Entreprise Maintenance Services Environmental - ground maintenance, street scene, caretaking services Regeneration and Development Project and Contract Management Training and Employment Capacity Building in the Community Academy Capacity Building for Staff Staff Development Collarorative Working with College and other Training Providers Future opportunities for selling expertise to others Customer Training Non Charitable Arm RCH (Stock Holding - Not Regulated) Mid Market Rental Properties Student Accomodation (Private Rented Sector) Build for Sale Shared ownership - Rent to Buy Factoring Services Charitable Arm RCH (Stock Holding - Fully Regulated) Core Housing Functions Customer Contact (Service Provider) ANother Housing Association(s) (Formal Relationship Parent and perhaps Trading Arm) Parnership and Collaborative Working Shared Services

47 Intro slide Text Second level text Total Business Growth 47 Parent Company Academy Non Charitable Arm River Clyde Homes (Charitable Arm) ANother Housing Association(s) Trading Arm Future Potential & Opportunities for Business Growth

48 Intro slide Text Second level text Total “People” Priorities Total Reward; Culture Change; The Academy 48

49 Intro slide Text Second level text Total Business Growth - Workstreams River Clyde Academy Capacity Building for staff skills and development Collaborative working with college and other training providers Future opportunities for selling expertise to others Customer training 49

50 Intro slide Text Second level text Combined Projects TOTAL REWARD Conclude Job Evaluation; interim New Pay Model and Grading Structure (for revision in 2 years following TTP conclusions) Investigate Standardisation of Employment Contracts CULTURE CHANGE Change Management Group Established Leadership Programme Launched Attitudes and Behaviours Refresher Training Commenced 50

51 Intro slide Text Second level text Combined Projects THE ACADEMY Academy Launched – 6 November 2014 Programme Completed for Staff Front-line SVQs commencing January

52 Intro slide Text Second level text Combined Projects Formal The Board (the Personnel Committee) Responsible for approving all terms and conditions of service and delegating authority to management to consult with the Partnership Forum Partnership Forum Responsible for consultation and negotiation on all terms and conditions of service and all aspects of the employment contract 52

53 Intro slide Text Second level text Combined Projects Informal The Change Management Group “Communication Champions” – responsible for keeping communication channels open, updating teams on the development and current status of Total Transformation Programme projects 53

54 Intro slide Text Second level text Finally If you remember from the list of projects mentioned at the beginning, how many projects are left ? Rebranding New Premises 54

55 Intro slide Text Second level text Questions ? 55


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