Contract Management Friday 20 July 2012

Agenda 1.Welcome and introductions 2.Supplier Relationship Management – an overview 3.Group exercise and feedback 4.Future events 5.Close

Where do we begin? The personalisation journey Real people, real lives Our business is to help each person live their life and achieve their desired outcomes Our commitment is to ensure we all provide quality services that are value for money to the taxpayer

ProvidersCommissioning Citizens Contract Management Service Performance Management Account Management Supplier Relationship Management (SRM)

Strategic Direction Supplier Relationship Management (SRM) is the approach that Commissioning are using to identify opportunities to partner with providers to meet service user needs as efficiently as possible Operational Commissioning approach to SRM is based upon three key functions: –Market Engagement: Building effective and open working relationships with markets sectors and individual suppliers. Utilising tools to ensure that suppliers are engaged in commissioning processes (strategic and operational) –Market Development: Processes and mechanisms that enable citizens, BCC and suppliers to shape services to meet the needs of service users. Market development will use both co-operative and competitive means to shape services (strategic and operational) –Market Management: Exploiting data to plan interventions that will drive improvements. Interventions will take place at a sector and supplier level. Effective Contract Management is the necessary environment for Commissioning to use an SRM approach.

Contract Management Model Contract Management comprises a range of activities that are carried out simultaneously to keep the arrangements between the citizen, the provider and BCC running smoothly –Relationship Management: enabling a managed relationship between the two parties which is open and constructive, aiming to resolve any issues in a timely manner for all parties concerned –Contract Administration: handling the formal governance of the contract and changes to the contract documentation –Service Performance Management: ensuring that services are being delivered as agreed, to the required level of performance and quality

Contract Management Approach DEMAND Citizens INTERFACE Commissioning SUPPLY Providers Citizens Service Performance Management Relationship Management Contract Administration Service Delivery Relationship Management Account Management Self Funders BCC Managed Service Direct Payments

All relationships are managed proactively Working relationships are open, focused and honest All Providers have an agreed Account Manager There is a single repository of information on suppliers Relationship Management

Account Management approach Commissioning Officers and their accounts –Benefits –Expectations –Portfolios –Events

Service Performance Management Evidence based decision making and quality assurance Data –Citizen feedback –Provider self-assessment –Information sharing with partners e.g. CQC Visits –as part of Relationship Management Analysis of performance and risk

Red Major concerns are identified, providers are not protecting citizens from unsafe or inappropriate care. The provision does not meet contractual obligations Moderate concerns are identified, people citizens are generally safe, but the actions of the provider means there is a risk to their outcome, health and wellbeing. Services are inconsistent and may not always meet contractual obligations Amber Minor concerns are identified, or where the incident is assessed as being isolated and/or resolved, citizens are safe, but the provision of care may not always meet the contractual obligations Green Regular performance and risk analysis will: Trigger two way conversations Best practice will be actively sought Providers will be supported with information to improve performance where necessary Investigation and interventions will occur when appropriate Service Performance Management

The journey begins…..

How do we measure quality? How SRM helps ensure quality 6. Citizen and carer forums and user quality board 8. Provider forums 7. Professional registration 5. Lay assessor reports 4. Citizen feedback on the Market Place 2. Monitoring and reviews 1. Safeguarding data 9. Quarterly self assessment questionnaire 3. Communicating and sharing good practice Commissioning Responsibility Providers Citizens

GROUP EXERCISE AND FEEDBACK

Group Exercise Split into three discussion groups (25 mins). Choose someone in your group to feedback. Prioritise your suggestions and feedback on the top three ideas.

Exercise 1.What makes a good quality service - for the citizen and for a provider? How would you evidence this? 2.Is there anything you think is missing from our new way of working? –Relationship Management –Contract Management –Service Performance Management

Any questions?

Future events – September/October These events will include feedback from today Supplier Relationship Management – roles and expectations Performance, Risk and Assessment

For further information on Contract Management please contact your named account manager or check the web-site which will contain information when it is released Advertise your business for free on our new Market place. Go to or call

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