harborough contact centre project governance 14/08/12
TRANSCRIPT
Harborough Contact Centre Project Governance
14/08/12
HDC Transformation Executive
Harborough Contact Centre Project Board
SRO
Anna Graves
ICT
Leads
Chris James
Aymen Khan
Service Move & Improve
Administrative Agreement
Governance Arrangements – Harborough Contact Centre Project
Workstreams
Programme
Manager
Belle Imison
Lead
Rachael
Abbott
Delegated
Authority
Anna Graves
CC Staff Recruitment,
Training & Operations
Lead
Graham Walton
Other HDC & CBC
Initiatives involving Customer Services
• Channel Shift• Lagan Dev’ment• Council Offices
decant • New waste
arrangements
Quality
Assurance
Bev Jolly
Draft Terms of ReferenceThe Board is responsible for :• Establishing a contact centre at Charnwood within the agreed project timescales• Communications planning and implementation• Drafting an administrative agreement for consideration and approval by each local authority• Ensuring the project delivers within its agreed parameters • Ensuring operational stability and effectiveness through the project implementation• Plan for service review and continuous improvement
Membership / role
Customer Services Portfolio Holder - CBC : Cllr Jenny Bokor (joint chair ?)
Customer Services Portfolio Holder : Cllr Paul Dann (joint chair ?)
CBC Head of Service : David Platts (joint project manager)
Interim HDC Customer Services Project Lead : Phil Whitaker (joint project manager)
Project Co - ordinator : Caroline Marshall
Quality Assurance : Bev Jolly
Project Board ToR and Membership
Harborough Contact Centre Project Team
Joint Project Managers : David Platts & Phil WhitakerProject Co – ordination : Caroline Marshall
ICT
Lead : Chris JamesLead : Aymen KhanRevs & Bens Partnership Liaison : Tim Griffiths
Project Team – Roles and Responsibilities by Workstream
Service Move & Improve
Lead : Rachael AbbottRevs & Bens Service Lead : Georgina LittleRevs & Bens support : Sandra LaxtonWaste Service Lead : Rachel FaulknerOther Services : Tracy Robinson
Administrative Agreement
Delegated Authority (HDC) : Anna GravesCBC Lead : David Platts HDC Lead : Phil Whitaker
CC Staff Recruitment, Training & Operations
Lead : Graham Walton
Draft Terms of ReferenceThe workstream is responsible for :• Establish and test voice and data connectivity between HDC, CBC and HBBC• Configure telephony at CBC for automated payments• Specifying and developing system interfaces as agreed
ResourcesCBC ICT Manager : Aymen Khan
HDC ICT Manager : Chris James :
Revs & Bens Partnership Liaison : Tim Griffiths
ICT Workstream ToR
Draft Terms of ReferenceThe workstream is responsible for :• Reviewing all HDC telephone contacts• Developing scripts, process swimlane diagrams and workflows as appropriate in conjunction with service
managers• Specifying system interfaces to support the process flows as appropriate• Developing training material to support both telephone and F2F service provision• Develop User Acceptance Testing (UAT) test plans and conduct testing
ResourcesHDC Head of Customer Services (Lead) : Rachael Abbott
Contact Centre Business Analysts & Developers : Georgina Little
Service ‘Move and Improve’ Workstream ToR
Draft Terms of ReferenceThe workstream is responsible for :• Drafting the administrative agreement that supports the service delegation to Charnwood• Due diligence
ResourcesDelegated Authority to develop : Anna Graves
HDC Interim Customer Services Lead : Phil Whitaker
CBC Assistant Director : David Platts
:
Administrative Agreement Workstream ToR
Draft Terms of ReferenceThe workstream is responsible for :• Recruiting Contact Centre Advisors and Lagan developers to support the Harborough Contact Centre• Developing a training plan for all customer contacts• Arrange for all contact centre infrastructure to be ready and tested before training begins• Implementing the training programme
ResourcesCBC Customer Contact Centre Manager : Graham Walton
CC Staff Recruitment, Training & Operations Workstream ToR