BSC Implementation Plan Incorporating Organisational Structure … · 2015-06-29 · Q1 2014 update Organisation Structure Review. Continue staff consultation process via SCC O EMSOD

BSC Implementation Plan

Incorporating Organisational Structure Review; Community Satisfaction Survey; Development Application Processing Survey

Implementation Actions Tasks/Activities

Indicative

TimeframeI: < 3 mths

S: 3-6 mths

M: 9 mths +

O: Ongoing

Owner StatusNS: Not Started

WIP: Work in

Progress

C: Complete

End of Financial Year Update 30

June 2013Q1 2014 update

Notify employees affected of

change

I EMSOD C

Notify unions to which they

belong

I EMSOD C

Monthly staff update circular to

continue

O GM WIP Staff briefings and circulars have

communicated the intention to

undertake a review of the Planning

and Building and Regulation teams.

Awaiting consultant's Discussion

Paper on Planning and Building

and Regulation team review.

Affected employees are being

consulted directly as part of the

review process.

Organisation Structure Review

Develop an engagement

program (which includes

Council's duty to notify) with

key stakeholders regarding the

introduction of structural

change

1

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Attachment 7.1A




Indicative


S: 3-6 mths

M: 9 mths +

O: Ongoing


WIP: Work in

Progress

C: Complete




Continue staff consultation

process via SCC

O EMSOD C Updates continue at SCC meetings. SCC to be briefed on any

proposed changes from the

current review of the Planning

and Building and Regulation

teams. All other employee

related changes from the original

structural review have been

implemented. The SCC have

agreed to remove this matter

from their meeting agenda.

Identify staff significantly

impacted

I EMSOD C

Discuss changes with these staff

and measures to mitigate effects

I EMSOD C

Confirm opportunities for lateral

transfer with staff significantly

affected or, in need, recruit to

vacant positions

I EMSOD C Recruitment to position of

Manager, Building and regulation

on hold pending further review.

Aside from the current review of

the Planning and Building and

Regulation teams, all other

employee related changes from

the original structural review

have been implemented.

Develop an engagement

program (which includes

Council's duty to notify) with

key stakeholders regarding the

introduction of structural

change

Align positions and people

within new structure

2




Indicative


S: 3-6 mths

M: 9 mths +

O: Ongoing


WIP: Work in

Progress

C: Complete




Identify positions requiring some

change, modify position

descriptions, conduct job

evaluations

I EMSOD WIP Work continues on updating

position descriptions for existing

roles where there has been some

change.

A small number of position

descriptions are still to be

updated and work continues to

finalise this item.

Revise and confirm delegations

for new roles

S GM C Delegations continue to be

reviewed and updated as required.

Software is being assessed for use

as a tool for ongoing management

and communication of delegations

to enable Council to more

efficiently meet its legislative and

audit requirements in this regard.

A report to the July Ordinary

Meeting is being submitted

regarding the General Manager's

delegations.

Delegations for new roles, as

required, are now in place. A

project related to the content

and ongoing management of

delegations has been

programmed within the

Operational Plan and will be

reported on via the quarterly

review process.

Establish ongoing requirements

for those roles currently filled by

long term casuals or temps -

prepare position descriptions,

identify opportunities for lateral

transfer or, in need, recruit

S GM

DGMs

WIP Casual coverage in Customer and

Business Support team has been

removed. Recruitment to

commence shortly for Finance

Officer position which will enable

casual staffing in that area to be

reviewed.

Recruitment to Finance Officer

position being finalised. Casual

staffing being reviewed.

Recruitment to Volunteer and

Visitor Information Centre

Coordinator commenced.

Align positions and people

within new structure

(CONT) Align positions and

people within new structure

3




Indicative


S: 3-6 mths

M: 9 mths +

O: Ongoing


WIP: Work in

Progress

C: Complete




Undertake review of current

customer service and

administration roles;

Undertake review of

departmental

administrative/service needs;

Include incorporation of outlying

service centres;

S MGE C Team Leader has commenced.

Post review develop separate

project implementation plan

S MGE C Project plan currently being

developed. Customer and Business Services

(C&BS) Implementation Plan

prepared and in use.

Undertake review of

administration and customer

service function

4




Indicative


S: 3-6 mths

M: 9 mths +

O: Ongoing


WIP: Work in

Progress

C: Complete




Post review incorporate any

changes into position descriptions

and undertake job evaluation

S MGE

EMSOD

C Draft PD developed and being

reviewed by staff.

Final Position Description

accepted by C&BS team,

reviewed by SCC and has been

implemented.

Post review provide required staff

training and development

S TLCBS C Training program has commenced

using internal resources to share

key information re services. On line

learning resources being reviewed.

Comprehensive training plan under

development.

Training and support provided

via daily briefings and other

presentations to service staff.

Training plan to be finalised

aimed at cross skilling team

members across a broad range of

council functions & procedures.

External training providers and

courses being sourced for

delivery of customer service

skills, armed hold up as well as

specific training related to the

Planning and Health and Building

functions.

Develop a customer service

charter

S MGE C Draft prepared and being reviewed

by staff.

Finalised and endorsed by

Council 25/9/13. Circular being

issued to staff and final

document being placed on

intranet. Charter to be promoted

via Council's web site, flyers at

Council facilities, media releases

etc.

Undertake review of


service function

5




Indicative


S: 3-6 mths

M: 9 mths +

O: Ongoing


WIP: Work in

Progress

C: Complete




Establish central customer

management system and provide

training to all staff

M MGE C Further training undertaken by

front office staff to maximise usage

of service request system.

C&BS staff completing service

requests for enquiries received

via telephone and counter.

Project underway to review and

improve existing service request

system.

Develop information, systems and

technology to support changes

recommended by review

M MGE

MITS

C Intranet launched and being

actively used to share information

and resources to enhance service

provision and support "one stop

shop" concept.

Intranet used daily by significant

number of staff, growing number

of articles uploaded and pages

being read. Further procedural

information to be uploaded to

intranet to support Customer &

Business Services staff and assist

with the achievement of

increased "First Contact

Resolution" (FCR).

Undertake review of


service function

(CONT) Undertake review of


service function

6




Indicative


S: 3-6 mths

M: 9 mths +

O: Ongoing


WIP: Work in

Progress

C: Complete




Establish regular service

performance reporting

M MGCE WIP Various initiatives under

development including service

experience feedback surveys via

Council web site and mystery

shopper program.

Telephone tracking completed

daily to monitor FCR rate -

presently achieving average 49%

against target of 80%. Monthly

"mystery customer" program

being implemented. Customer

Service Survey soon to be

available on line and via

hardcopy in customer service

area and at other Council

facilities. KPI's being developed

in order to provide monthly

performance reports to

leadership and executive teams.

Establish communication

protocols for committees and

other community groups

S MCW WIP Under development. Internal

consultation being undertaken.

Protocol for Arts and Cultural

Committee communication

established. Committee

consultation and voting on issues

between meetings now done by

'flying circular memo'. This

protocol implemented by

agreement with this Committee

and has been effective.

(CONT) Undertake review of


service function

7




Indicative


S: 3-6 mths

M: 9 mths +

O: Ongoing


WIP: Work in

Progress

C: Complete




Introduce three way budget;

Restructure budgeting process

through:

1. organisational unit

2. natural account

labour/plant/material/etc

3. program or activity e.g. road

maintenance, DA processing

M MF WIP Progress impacted by end of

financial year tasks.

Restructuring of budget based on

organisational unit and natural

account has been completed.

Work on "program or activity"

has commenced.

Review Works related invoice

management and payment

M MF

MW

WIP Progress impacted by end of

financial year tasks.

Work is in progress.

Implement committed costing M MF

MW

WIP Commenced rollout. Training for

indoor staff is in progress.

Training and testing continues.

Complete job analysis and review

position descriptions for

Accountant and Finance Manager

M MF NS Timeframe extended due to

workloads

Work is in progress.

Review internal processes and

identify opportunities to

introduce best practice

- Finance and Payroll

- Dev Applications

- Engineering

- Asset Management

- Management of Overtime

- Project Management

- Building Certification

- Enforcement

- Library Services

- Document Management

CONT FROM PREVIOUS PAGE

8




Indicative


S: 3-6 mths

M: 9 mths +

O: Ongoing


WIP: Work in

Progress

C: Complete




Reduce DA processing time:

- undertake process review

- develop action plan

S MP WIP Action plan has been developed

and being reviewed internally.

Action plan remains under

review and is dependent on

outcome of current structure and

resource review of the Planning

and Building & Regulation teams.

Improve engineering lead times

- develop actions to ensure time

between design completion and

commencement of construction is

a minimum of 12 weeks

M MAMD C Design for program works is up to

date. Some additional design

requirements due to natural

disasters are being scoped.

Design for program works is up

to date noting that there is

limited programmed works for

this Quarter.

Improve engineering processes

and services

- provide training in letter and

report writing

- establish appropriate

delegations

O MAMD

EMSOD

WIP Progress in these activities delayed

due to work required in support of

natural disasters and other

unexpected issues.

Online training has been

completed by relevant staff. Face

to face training options being

considered for wider staff

functions. Delegations

specifically related to signing

correspondence are under

review.



9




Indicative


S: 3-6 mths

M: 9 mths +

O: Ongoing


WIP: Work in

Progress

C: Complete




Implement comprehensive asset

management system

- establish project plan and

parameters

- provision for expenditure to be

made in the budget process

S MAMD C Resource sharing options with

neighbouring councils yet to be

explored. Progress dependent on

Independant Local Government

Review Panel report. A project plan

for the review of the assest

management plans has been

prepared and work commenced.

Training for staff being undertaken

mid July.

Staff training on the asset

management process (NAMS)

has been completed.

Implementation of the NAMS

process is now ongoing.

Improve management of overtime

- establish procedures and

approval process

- establish regular management

reporting

- undertake regular analysis of

root cause

- specifically review resourcing

within Water and Waste Water

O EMSOD

DGMs

WIP Regular reports and analysis of OT

and TIL ongoing. Leave accrual

policy to be developed.

Matter under regular review.

Policies drafted. Options for

Water and Wastewater

resourcing being developed by

department Manager.


10




Indicative


S: 3-6 mths

M: 9 mths +

O: Ongoing


WIP: Work in

Progress

C: Complete




Improve organisational

performance and management of

projects

- research and assess relevant

models e.g. ABEF

- research and assess project

planning and management

methodologies

M EMSOD

DGMs

WIP Service Delivery Reviews continue

with good progress being made.

Reviews currently underway

include Roads and Bridges, Pools

and Weeds. Outcomes to be

reported to Council in due course.

Service Delivery Reviews

continue with outcomes being

reported to Council.

Develop strategy to address

competition in building

certification

- review existing Council models

- determine best practice and

process

O MBR NS Currently being considered as part

of the structure and resource

review of the Planning and Building

& Regulation teams.

Currently being considered as

part of the structure and

resource review of the Planning

and Building & Regulation teams.

Address enforcement

requirements

- research best practice

O MBR NS Currently being considered as part

of the structure and resource

review of the Planning and Building

& Regulation teams.

Planning staff have drafted an

Enforcement Policy.


11




Indicative


S: 3-6 mths

M: 9 mths +

O: Ongoing


WIP: Work in

Progress

C: Complete




Develop library strategy

- develop operational

management plan

- develop service delivery plan

and options

M LIB WIP Shire operational plan and service

delivery options to be developed

and will be reported to Council in

due course. Customer service

charter and key performance

indicators are being developed for

regional library service. Opening

hours have recently been adjusted

to provide increased service

without any net increase in costs.

Development of Bellingen Shire

Library Services operational plan

continues in alignment with the

Clarence Regional Library

strategic action plan. Service

delivery plan is to be developed

in support of the operational

plan incorporating service

charter and performance

indicators.

Update personnel systems with

organisational change data

- audit and update CivicView

M EMSOD

PAYROLL

WIP Work continues in this area. Payroll system has been

updated. Work on other systems

continues.

Develop a team building

program

O EMSOD C Management team development

program underway.

Leadership Team development

continues.

Develop improved

organisation communication

processes

O GM

DGMs

C Initiatives continuing. Intranet

proving to be a valuable additional

communication and resource tool

for indoor staff.

Initiatives continuing.


12




Indicative


S: 3-6 mths

M: 9 mths +

O: Ongoing


WIP: Work in

Progress

C: Complete




Establish regular community

survey process

O DGMs C Teams formed to consider priority

areas and develop specific

response for inclusion in action

plans.

Priority actions from previous

survey have been identified and

incorporated into individual work

plans. The next community

satisfaction survey has been

programmed in the Operational

Plan.

Monitor one off implementation

and recurrent costs;

S GM C

Develop indicators of measures of

improvement and savings from

new initiatives;

S MF C Financial data currently being

captured and monitored. End of

year costings to be brought to

account and reported to Council in

the 1st Quarter 2013/14

implementation plan update.

End of year costings brought to

account.

Measure progress against

indicators;

M MF C Financial data currently being

captured and monitored. End of

year costings to be brought to

account and reported to Council in

the 1st Quarter 2013/14


End of year costings brought to

account.

Implement the structural

changes within the agreed

Funding Strategy

13




Indicative


S: 3-6 mths

M: 9 mths +

O: Ongoing


WIP: Work in

Progress

C: Complete




Monitor repayment of any

internal borrowings;

M MF C No internal borrowings currently.

End of year costings to be brought

to account and reported to Council

in the 1st Quarter 2013/14


No internal borrowings required.

Complete Stage 2 of the

Organisational Review

Undertake a review to identify

commercial ventures, alliances,

strategic partnerships and/or

outsourcing opportunities for

Council's long term benefit

M GM WIP Service Delivery Review project

continues.

Service Delivery Review project

continues. MIDROC Strategic Sub

Alliance groups being formalised

to facilitate resource and

expertise sharing.

Implement the structural

changes within the agreed

Funding Strategy

14

Documents

BSC Implementation Plan Incorporating Organisational Structure … · 2015-06-29 · Q1 2014 update Organisation Structure Review. Continue staff consultation process via SCC O EMSOD