Private Customer WorkshopPrivate Customer Workshop

Mark Rae, SBSA, Corporate Team

• General issues from audit.

• Private Customer Perspective.

SBSA Audit process do farSBSA Audit process do far

- History

- Ministerial Appointments

-Development of the Balanced Scorecard

SBSA Audit process so farSBSA Audit process so far

- Audit process

- Gathering information

- Auditing a verifier

Audits undertakenAudits 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

The Five PerspectivesThe Five Perspectives

• Public Interest• Private Customer• Internal Business• Continuous Improvement• Finance

Balanced Scorecard workshopBalanced Scorecard workshop

Verifiers will have in place by Verifiers will have in place by 30 September 2006 the 30 September 2006 the principles of a customer charter principles of a customer charter which encompasses areas such which encompasses areas such as:as:

- guidance to stakeholders- accessibility of service- measurable targets- customer views

Private customerPrivate customer

• Wording of perspective

• Charters developed

• Guidance to stakeholders

Private customerPrivate customer

• Accessibility of service

• Performance targets

• Customer views

Customer ChartersCustomer Charters

• Promotion of service

• Information about service

• Cost

Guidance to stakeholdersGuidance to stakeholders

• Good range of material available

• Simplistic language

• Availability in different languages and different forms

• Contact details

Accessibility of serviceAccessibility of service

• Good access

• Reception areas

• Availability of staff

• Electronic/phone access

Performance targetsPerformance targets

• No statutory performance indicators.

• Targets have to be SMART

SBSA Corporate Target SBSA Corporate Target number 9number 9

• Target 9: Verifiers

• To audit the verifiers who have been appointed.

• To audit approximately eight local authorities by May 2007.

SMART TargetsSMART Targets

• Specific• Measurable• Achievable• Realistic• Targeted

Performance MeasuresPerformance Measures

• Clear vision

• Honesty about what is achievable

• Development of targets with your customers

Customer viewsCustomer views

• Key element

• What is a customer

• How do we engage with customers

• What are the benefits

Key points Key points

• Charters produced• Performance measures• Range of activities to seek

customer views• User-friendly guidance• Benchmarking activity