improve and innovate: thinking differently · • block/ mobile servicing • roles &...
TRANSCRIPT
Improve and Innovate: Thinking differently
Stephen Greenwood - Neighbourhood Services Manager
Natalie Graburn - Neighbourhood Services Coordinator
Todays session
Improve & Innovate; Thinking Differently
Staff: Culture & Behaviours
Services: Service Improvement
Behavioural Framework
Culture & Behaviours
Customer Focus
Problem Solving & Decision Making
Initiative & Innovation
Planning & Project management
Adaptability & Embracing change
Effective Teamwork
Self & Team management
Coaching & Team Development
Emotional Intelligence
Team Results
Objectives
• Communicating & Influencing
• Initiative & Innovation
• Planning & Project management
• Coaching and Team Development
• Self & Team management
Training Matrix…
• Customer Service training
• Compliance
Recruitment
Approach..
Introduced meaningful objectives at
2, 4,& 6 month (Bronze) stages
FUNCTION / LEVEL
START
2 MONTH
4 MONTH
BRONZE
SILVER
GOLD
Neighbourhood Services Operative
15300
15922
16335
16951
18401
19621
Service Improvement
Service Improvement
Service offer
Management of Service
Partnership working and growth
Learning and development
Improved use of technology
Finance & budgeting
Service Offer
Objective: To ensure our service reflects the work we do for
the Trust and our customers.
Branding
Mission Statement
Service Offer - Branding
Service Offer
Mission Statement:
We provide Clean, Safe & Attractive neighbourhoods. A place
where a customer can call home.
Management of Service
Objective: To ensure the team are managed, accountable and have
the right resources to delivery excellent services
• Block/ Mobile Servicing
• Roles & Responsibilities
• Operating model
• Team Structure
Management of Service
Management of Service
Management of Service
Management of Service
Performance management
• Introduction of the supervisor role
• Restructuring the rounds
• Implemented the photobook (Housemark)
• Action plan for minimum grade of 3
Improved use of Technology
Improved use of technology
Objective: To continuously improve our working and
maximise our use of technology to deliver services.
Improved use of technology
Improved use of technology
Efficiencies
• 50% reduction in cleaning and material
costs
• 10% reduction in mileage
• 30% reduction in complaints
• 25% staff efficiencies
Value for Money
Estate Servicing
Additional Services
• Deep Cleaning
• Playarea
• Relief
• Ginnel Management
• Leaf Clearance
• Gritting
Estate Servicing
Estate Servicing
Staff Benefits
• Varied Role
• Closer internal relationships
Team Benefits
• Growth Opportunities
• Maintenance of Stock
• Sustained Tenancies
Land Review
What is the land review?
A review of the external areas of ownership, beyond individual
properties & gardens
Why did we do it?
• Reduce Complaints
• Professionalism
• Digital Approach- GIS
How did we do it?
• 5 staff, 4 weeks, surveying each site.
• GIS specialist uploaded
What were the results?
Play area Management- Insourcing
Background
15 play areas transferred during LSVT from Council.
Inspection regime remained with the Council.
£8000 per annum for weekly inspections & one annual report
What made us change?
Quality of information
Value for Money
Corporate Responsibility & Compliance
Play area Management- Insourcing
How did we change?
• Research
• Training
• Procedure
• Policy
• Staff buy-in
Play area Management- Insourcing
Outcomes
Value for Money
£8000 savings, as inspections are in house
Safety & Compliance
Issues are dealt with quicker which reduces risk of injury.
2014/2015 2015/2016
23 Areas of Medium Risk 5 Areas of Medium Risk
1 Medium High Risk
What is Next
Waste Management: How can we drive a different customer
behaviour.
Removal of bin chutes in the high rises (pilot)
Rapid response to ASB within an improved structure (pilot)
Improved delivery of completing on site repairs
Servicing towers – mobile team vs block
NSF- Neighbourhood Services Facilities
Culture continued – Saying, Thinking, Doing
Behavioural Framework