Service Review and Redesign Briefing Pack Nottinghamshire County Council Improvement Programme

The Purpose of Data Collection The data collection process is required to give a snapshot of how the human and financial resources of the organisation are allocated, and to identify opportunities to make improvements. It gives a firm basis from which to measure future benefits and savings that need to be delivered over the next 3 years.

Key roles and responsibilities Programme Director – Deborah Hinde Departmental Leads Sue Storey – ASCH Faye Booker – Communities Les Cowling – C&YP Susan Lewis-Roberts – Corporate Services Dave Ellis – Chief Executive’s

Diagnostic phase – data collection process

Departmental Leads Departmental Leads will be responsible for co-ordinating all improvement programme activity within their departments, and securing departmental resources to support and achieve the objectives of the programme. They will be part of the Planning and Implementation Group and be the key person in making the process work within their department.

Departmental leads – your role 1.Select suitable data collectors within your department 2.Collate data returns; arrange finance, HR and IT x- checks 3.Obtain sign-off by Corporate Directors of the final data sets 4.Co-ordinate participation in ‘opportunities’ workshops 5.Support the development of high level business cases

Data Collectors Data Collectors will be responsible for managing the collection of data within their specific team area and ensuring a high accuracy of data on behalf of the departmental lead.

Data Collectors – your role 1.To complete the process analysis sheets breaking down each FTE role into the 36 process areas for their teams 2.Ensure returns are 100% complete, accurate and timely 3.Work with the Departmental Lead to review, amend and sign off data sets prior to return to the Programme Team

Data Gathering – Common Process Model Front Line Operations Initial Customer Contact Assess & Decide Service Delivery Management & Supervision Workforce Planning & Scheduling Administration Enquiry Handling Processing Requests & Applications Managing Appointments General Administration Recording & Data Entry Billing & Receiving Payments Close Record Workforce Scheduling Workforce Planning Management & Supervision Service Delivery Eligibility Strategic & Support Services Procurement & Commissioning Managing Contracts ICT HR Marketing, PR & Communications Legal Advisory Services Property, Estate and Facilities Services Financial Management Health & Safety Stores & Distribution Fleet & Plant Management Payroll Services Strategic Support Supporting the Democratic Core Master Data Management Management & Supervision General Administration Workforce Planning & Scheduling Procurement & Commissioning Legal Advisory Services Marketing, PR & Communications HR ICT Managing Contracts Property, Estate and Facilities Services Payroll Services Fleet & Plant Management Stores & Distribution Health & Safety Financial Management Strategy & Policy Research & Consultation QA, Performance Management & Improvement Workforce Planning Workforce Scheduling General Administration Management & Supervision Master Data Management Supporting the Democratic Core Business Information & Reporting Assessment Approval of Service Optional

Initial Customer Contact Enquiry Handling Processing Requests & Applications Appointment Taking and Booking An initial point of engagement with all internal and external customers - covering all channels i.e. face to face, telephone, mail or web. Providing info on council services and/or routing to other providers. Taking phone calls and s and dealing with visits from the general public and existing customers. Receipt and recording of new requests for service, taking payments for services where appropriate, authorisations or licence, routing to appropriate staff for assessment and contact, if required, relating to an ongoing request/application. Includes planning applications, building warrants, school places, home care, taxi licenses, housing benefit, clothing grants, educational maintenance allowance, school meal requests etc) Making appointments requested by customers and/or booking of council facilities. Sub Process Description Assess & Decide Eligibility Assessment Approval of Service Delivery Perform eligibility checks with or on behalf of the customer to determine either entitlement to a service or entitlement to request a service. It could be simple or complex depending on the service To perform assessments on the service request received from customers or others to confirm and determine the extent of a customers entitlement to a service. This assessment may be simple or complex depending on the nature of the service and the specific circumstances of the customer. It should be noted that the assessment can also be periodic in nature. For example to reassess customer needs for a service that may have been provided for over 1 year. Approval for the delivery of defined services to meet the needs of the customer from suppliers or partner organisations. For example independent care homes or highways contractor. This will normally relate to existing care plans or agreements i.e. an approval from an existing schedule that front line staff can initiate. Process Front Line Operations Process Definitions 1

Service Delivery Management & Supervision “Doing” - The actual delivery of the front line service to customers. e.g. street cleaning, teaching children, mending roads, collecting waste, caring for the elderly in their homes etc Work supervision, managing individual/team performance, budget, staff appraisals, sickness absence and HR authorisations etc. Includes the relevant staff from each of the Front Line Operations groups (i.e. Initial Customer Contact, Assess and Decide, Service Delivery) Management & Supervision Sub Process Description Workforce Planning & Scheduling Workforce Planning Workforce Scheduling Analysis/forecasting of work required to undertake service delivery activities Scheduling work to meet planned and unplanned demand for services Process Front Line Operations Process Definitions 2 data collection briefing

Sub Process Description Administration General Administration Recording & Data Entry Billing & Receiving Payments Administrative, clerical and secretarial support to managerial, technical and professional staff in Front Line Operations Update and maintain data relating to jobs. Billing for council services, accounts receivable, housing rent, council tax and non-domestic rates billing and collection, receiving cash and other payments over the counter Process Front Line Operations Close Record Finalising details and closing record following completion of the job. Process Definitions 3 data collection briefing

ICT HR The provision, maintenance and development of ICT strategy, services and assets. Provision of HR support and strategy including resource requirements and competencies to meet planned and projected service demand. Including recruitment, training and staff development activities within the department. (not payroll) HR Sub Process Description Marketing, PR & Communications Legal Advisory Services All internal / external marketing of council services especially around revenue generation. All internal / external PR and communications. The provision of professional legal advisory services. Process Strategic & Support Services Legal Advisory Services Procurement & Commissioning Managing Contracts Activities relating to the specification, purchase and payment for goods and services provided by external parties to, or on behalf of the Council. Arranging, maintaining & Performance monitoring of goods and services provided by external parties to, or on behalf of the Council, under a contract or Service Level Agreement Managing Contracts Process Definitions 4 data collection briefing

Sub Process Description Strategic Support Strategy & Policy Research & Consultation QA, Performance Management & Improvement Determining the future direction and objectives for the Council and the specific policies needed to support achievement of this. Would include strategic planning and policies at a Community Planning, Council and Service level. Undertaking research and consultation activity in support of strategy and policy development. Development and maintenance of quality standards/processes and service performance targets. Initiation of change/improvement activities. Development and maintenance of quality standards/processes and service performance targets. Initiation of change/improvement activities. Process Strategic & Support Services Business Information & Reporting Gathering, analysing, reporting and interpreting business data and performance. Includes the development of any standard / bespoke reports, trend analysis and recommendations. Financial Management Health & Safety Financial management for example budget cycles, management accounting reports, audit functions & completion of final accounts. (Not Assets, Accounts Receivables/Payables)) Inspecting, auditing and the implementation & maintenance of Health and Safety Guidance. Health & Safety Process Definitions 5 data collection briefing

Stores & Distribution Fleet & Plant Management Activities related to the receiving, storing and distribution of goods and materials required for service delivery (e.g. building maintenance materials, social care aids etc). Procurement activity would be recorded separately in the procurement and commissioning, and/or contract management categories. The management and maintenance of vehicle fleets and plant/machinery assets. Includes cars, vans and specialist vehicles such as dust carts, grass cutters etc. Fleet & Plant Management Sub Process Description Payroll Services Supporting the Democratic Core All activities related to the payment of staff. Supporting council business &, committees, including admin support for members. Master Data Management Management & Supervision Recording & maintaining data for example allocating addresses to new building plots, adding new suppliers to the approved register and new citizens moving into the area. Includes work supervision, managing individual/team performance, budget, staff appraisals, sickness absence and HR authorisations etc. Includes the relevant staff from all of the Strategic and Support Services Areas. Management & Supervision Process Strategic & Support Services Supporting the Democratic Core Process Definitions 6 data collection briefing

Sub Process Description Workforce Planning & Scheduling Workforce Planning Workforce Scheduling Property, Estate and Facilities Services Analysis/forecasting of work required to undertake service delivery activities Scheduling work to meet planned and unplanned demand for services The management and provision of property services, including professional services such as surveying, facilities management and in-house catering. Process Strategic & Support Services General Administration Administrative, clerical and secretarial support to managerial, technical and professional staff in strategic and support services functions. Property, Estate and Facilities Services General Administration Process Definitions 7 data collection briefing