1. Private Customer Workshop Mark Rae, SBSA, Corporate Team General issues from audit. Private Customer Perspective.

2. SBSA Audit process do far - History - Ministerial Appointments -Development of the Balanced Scorecard

3. SBSA Audit process so far - Audit process - Gathering information - Auditing a verifier

4. Audits undertaken Stirling 10 – 11 May 2006 North Lanarkshire 14 -15 June 2006 Perth and Kinross 22 – 23 August 2006 North Ayrshire 5 – 6 September 2006 Dundee City 25 -26 October 2006 Midlothian 28 -29 November 2006

5. The Five Perspectives Public Interest Private Customer Internal Business Continuous Improvement Finance

6. Balanced Scorecard workshop Verifiers will have in place by 30 September 2006 the principles of a customer charter which encompasses areas such as: - guidance to stakeholders - accessibility of service - measurable targets - customer views

7. Private customer Wording of perspective Charters developed Guidance to stakeholders

8. Private customer Accessibility of service Performance targets Customer views

9. Customer Charters Promotion of service Information about service Cost

10. Guidance to stakeholders Good range of material available Simplistic language Availability in different languages and different forms Contact details

11. Accessibility of service Good access Reception areas Availability of staff Electronic/phone access

12. Performance targets No statutory performance indicators. Targets have to be SMART

13. SBSA Corporate Target number 9 Target 9: Verifiers To audit the verifiers who have been appointed. To audit approximately eight local authorities by May 2007.

14. SMART Targets Specific Measurable Achievable Realistic Targeted

15. Performance Measures Clear vision Honesty about what is achievable Development of targets with your customers

16. Customer views Key element What is a customer How do we engage with customers What are the benefits

17. Key points Charters produced Performance measures Range of activities to seek customer views User-friendly guidance Benchmarking activity