1. Compete Effectively… Operational Plan for Growth & Contract Readiness

2. Market Trends Commissioner Priorities  Reduced fees  Security sensitive  Customer first  Value for money  Scrutiny and proof  Social value Organiastional Needs  Reduced administration costs  Secure and robust systems  Customer journey intelligence  Cost benefit analysis  Evidence of performance  Wider Impact

3. 5 Benchmarks for Competitiveness 1. Customer Information 2. Customer Service 3. Management Processes 4. Management Information Systems 5. Key Performance Indicators

4. 1. Customer Information Information to Capture 1. Demographics 2. Baseline data 3. Source of customer 4. Motivations for engagement 5. Special circumstances 6. Services received 7. Preferred communication method 8. Communication methods deployed 9. Outcomes achieved with customer 10. Complaints made by customer Best Practice Standards  360 Degree View  100% Tracking  Organisational Confidence  Market Intelligence

5. 2. Customer Service Information to Capture 1. Date of engagement 2. Expected dates of contact 3. Actual dates of contact 4. Action dates of progression 5. Dates achieved outcome 6. Actual No of Days - Start to Completion 7. Difference in days Actual v Expected 8. % Achieved in expected timeframe 9. Reasons for not achieving timeframe 10. Customer satisfaction score e.g. Net Promotor Score Best Practice Standards  Customer Journey Timeframe  Range of communication methods  Performance measurement Addressing challenges with solutions  Customer Satisfaction Score

6. 3. Management Process Requirements 1. Lean Management 2. Process Maps 3. Process Manuals 4. Job Descriptions 5. Project Co-ordination 6. Organisational KPIs 7. Team KPI’s Best Practice Standards  Cost Effectiveness & Efficiency  Process Clarity Management  Performance KPIs  Project Management Methodology  Quality Standards e.g. ISO9001 Kite Mark, MATRIX, OFSTED, City and Guilds, Customer First, PQASSO.

8. 4. Management Information Systems Requirements 1. Customisable 2. Real-time data & analytics 3. Accessible 4. Secure 5. Affordable 6. Reliable 7. Recognised quality 8. Globally recognised 9. Upgrades 10. Integrated 11. User-Friendly Best Practice Standards  Customer management system  Recognised brand  Secure and reliable  Secured tiered access  Real-time market intelligence / analytics

9. Example – Salesforce CRM Offers free and discounted licenses to Non-Profits. Currently used by 23,000 non-profits. Economic Change have customised it to manage contracts funded by: Big Lottery, EDRF, ESF, LEGI, WNF, Cabinet Office, DCLG, DWP, Local Authorities, amongst others. 1. Global Cloud Based Solution 2. Free and Discounted to Non-Profits 3. Fully Customisable 4. Easily Integrated 5. Security Profiles for Different Access 6. Flexible Reporting 7. Real-Time Analytics www.salesforcefoundation.orgwww.salesforcefoundation.org

10. 5. Key Performance Indicators KPI Requirements 1. Marketing 2. Customer Service 3. Sales 4. HR 5. Finance 6. Outputs 7. Outcomes 8. Impact Best Practice Standards  SMART Targets  Evidence & Track Record  Project KPI’s  Organisational KPI’s  Theory of Change Model  Monitoring Framework  Board Scrutiny  Independent Evaluation

12. Thank you and Good Luck Further Support & Get In Contact  Downloadable E-Guides Downloadable E-Guides  www.economicchange.co.uk www.economicchange.co.uk  Twitter @economicchange  heather@economicchange.co.uk heather@economicchange.co.uk