Donegal Isd Tony Kieran

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  • 1. Donegal Integrated ServiceDelivery Project Developing and Delivering Customer Centred Public Services Tony Kieran27 November 2008 th _____________________________________________________________________

2. Introduction Vision - what we set out to achieve Background - to Donegal Developments Testing a new structure and service deliverymodel What has been achieved/where weve got to Success factors Conclusions Donegal Integrated Service Delivery -2- 3. Vision - what we set out to achieveTo deliver a seamless, quality public service to customers and communities in Donegal througha choice of access channels Implying: The localisation of service delivery & decision making The provision of a single access point to services The development of new service delivery channels A streamlining of public services Donegal Integrated Service Delivery -3- 4. Background to Donegal Developments 1996 - County Council decision to decentralise 1996 - Internal project development team formed 1998 - Inter agency team formed July 2001 - ISD project formalised with Project Boardformed & Project Manager recruited Positioning the work in a national context SMI, Delivering Better Government, Better Local Govt.,Information Society, Quality Customer Service, Integrationof Local Government, etc.Donegal Integrated Service Delivery -4- 5. Partners CMOD Dept. Taoiseach Donegal Integrated Service Delivery-5- 6. New service delivery models Decentralised services, accompanied by devolved decision making Developing a single access point to services (grouping as many services as possible in one Public Service Centre) Developing new service delivery channels (phone, internet, etc.) Streamlining of services (duplication, means tests, etc.) Rearrangement of information and service delivery around user needs, and available through a single point of contact with governmentNew Connections , March2002 Donegal Integrated Service Delivery-6- 7. Development of new models of public service delivery Building the provision of services around the needs of the customer Developing a shared cross-agency view of the customer through shared information Achieving greater efficiency and effectiveness through the streamlining of business processes and elimination of overlap / duplication Providing the customer with a choice of access channelsDonegal Integrated Service Delivery-7- 8. Development of new models of public service delivery Building the provision of services around the needs of thecustomer Developing a shared cross-agency view of the customerthrough shared information Achieving greater efficiency and effectiveness throughthe streamlining of business processes and elimination ofoverlap / duplication Providing the customer with a choice of access channels Building towards the overall ISD project vision:To deliver a seamless, quality public service to customers andcommunities in Donegal through a choice of access channels Donegal Integrated Service Delivery-8- 9. Work Programmes Building the Public Service Infrastructure Researching service delivery (channels &service organisation) Integrated Services - Best practice guidelines for thedeployment of services nationally through the Public ServiceBroker will be developed building on: 3.3.5.1. A pilot project that is underway in Donegal to identifyand resolve issues around integrated service delivery and topilot a suitable range of services for delivery by Reach.(New Connections, March 2002, P.18) Developments within Donegal Co. CoNew structure & work arrangements Donegal Integrated Service Delivery -9- 10. Council Decentralisation Programme A Systematic approach to organisational design Clarity about nature of work Clarity on roles, responsibilities and workingrelationships Delegation of formal authority to appropriate level Organising around the Electoral area Donegal Integrated Service Delivery - 10 - 11. Organisational structures and work levels Work Levels Duties & responsibilities4 County Role of Council in wider public service context Manager Outward focus Impact of new legislation 3 Director Local implications of national policy Focus on resources, policy etc. - What we do Introduction of new processes / systems, 2 Divisional Creation of annual work programmes Manager Focus on process and system- How we do the work1 Assignment of tasks from work programmes Area Focus on the individual case Manager - Doing the workDonegal Integrated Service Delivery- 11 - 12. Update on Public Service Centreprogramme Opened Opened 16th10th June Sept 20022002 Opened 11th Nov 2002 Opened 20th Jan 2003Opened 19thApril 2004 Donegal Integrated Service Delivery- 12 - 13. The Public Service Centre Concept Local democracyService delivery New Public Service IndependentCentres providing aInformation Units single point ofaccess to public Delivery of Council services: servicesWalk-inphone & Delivery of servicesassisted channels by other AgenciesA gateway to other Local needs and prioritiesAgenciesBuilding services around the customerFocus on quality of serviceSharing of resourcesSharing info with customer consentAdvice and Advocacy Donegal Integrated Service Delivery - 13 - 14. Building the Public Service Centre Infrastructure Five Public Service Centres open and serving their local communities Independent Information and advice units front each Public Service Centre First point of contact to services developed using the Information Units and the Public Service Centres Donegal County Council has localised service delivery to Electoral Area level and is testing a new organisational structureDonegal Integrated Service Delivery - 14 - 15. Building Inter Agency collaboration Agencies relocated & delivering services from the Public Service Centres (i.e. Community Welfare Officers, Social Welfare Inspectors, Revenue Collectors, Placement Officers operating through PSCs) Co-ordination of service provision to common customers (referrals, appointments, etc.) Meeting rooms and consultation facilities available for use by Agencies and community groups Infrastructure in place to support further initiatives and innovation Donegal Integrated Service Delivery- 15 - 16. Research completed to date Study completed on 3 key service areas (Unemployment, Medical cards & Housing) Study completed on Means testing Study completed into potential of Contact Centre in delivering services Reports completed for Reach Agency to inform development of Public Service Broker Review of Social Housing and Rent Supplement schemes (leading to introduction of Rental Accommodation Scheme in July 2004) Evaluation of Donegal ISD Project (2005) Donegal Integrated Service Delivery - 16 - 17. Findings from Research Current Deficiencies (based on study of key services) Data: 50 files analysed across 3 Agencies/services (29 common) Only 1 customers data matched across all 3 services Remainder held inaccurate data, incomplete records, obsolete andcontradictory data about the same customer Systems: not capable of interacting with each other Manual data matching proved very time consuming People: Duplication of effort - 90% service cross over with 100%duplication of effort Customer preferences (based on Contact centre study) 70% would prefer to transact public service business by phone 82% willing to have data shared between Agencies whenaccessing services Donegal Integrated Service Delivery- 17 - 18. Public Service Centre - Customer Experience Customer consultations (136 customers in Sept05)have recorded: Improved access to services through PSCs (87%), with reducedqueueing times and face to face service cited as positives Improvements to quality of service delivered (75%) Very high overall satisfaction ratings (95%)Reasons stated for satisfaction include efficient service andprofessional and helpful staff Experience on use of services 57% had used other services apart from the primary purpose oftheir visit to the Public Service Centre Evidence of customers using Independent Information Unitbefore accessing services and then returning to Information Unitto check or report the outcome (Source - Fitzpatrick Associates, 2005)Donegal Integrated Service Delivery - 18 - 19. Consultation over the period Prior to commencing project Study on Donegal County Council services conducted by IPA Engineers working group on service organisation within council National developments DBG/BLG During project Customer surveys channels, walk in service, etc. Citizens information as first point of contact for customer Project board with representation from Comhairle (now CIC) representing customer viewpoint Ongoing feedback mechanisms Citizens information as first point of contact for customer Elected representatives acting as customer advocates Complaints & appeals proceduresDonegal Integrated Service Delivery - 19 - 20. Issues Critical for Success Clear strategic leadershipWell planned and soundly based structural re-organisationCorporate commitment(conclusions from E-Government and Organisation Development, CPMRDiscussion Paper 28, IPA, 2004 ) Interagency collaboration Funding & resourcing Co-ordination at the Centre across Agency boundaries- setting out the supporting national framework mandating Agencies tocollaborate in service provision and delivery and enabling them to take anactive role in co-ordinating the process.Donegal Integrated Service Delivery- 20 - 21. Conclusions 1 -Public Service Centre development Co-locationAgencies co-locating staff to delivertimelineservices to customers.Information Units fronting CentresAgencies working together to co-ordinate the delivery of services toNowCo-ordination common customers.Cross referral and information sharing with customer consentServices fully integrated anddelivered around the needs of theFuture IntegrationcustomerstateNew integrated delivery entities and channel