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Health and Safety Executive
Health and Safety Executive
Easier Access to Services
Programme (EASe)
Presentation to Small Business Trade Association Forum - 9th October 07
Mike Owens – EASe Programme Manager
EASe – topics for today
• Purpose
• Brief overview of existing services
• Drivers for change
• How EASe is organised
• Possible scope and timetable
• Questions
EASe – Programme Purpose
• EASe’s purpose is to review HSE’s general* contact arrangements with its customers
• To create (where necessary) a more coherent/ integrated overall design to ensure the services are of high quality, provide choice of channel for the customer and are sustainable.
• To determine who is best placed to provide those services and retender contracts where appropriate.
• Using current projects, and any new ones that need to be commissioned, as the well-spring of innovation
* Excluding enforcement and permissioning
Current public-facing services
HSE Infoline
0845 345 0055
www.hse.gov.uk
www.businesslink.gov.uk
(RIDDOR) Incident Contact Centre
0845 300 9923
HSE Books
01787 881165
Workplace Health Connect (Pilot)
0845 345 0055
But also …
Network of 28 HSE Local Offices (see HSE website) spread throughout the country.
Walk-in, phone or write - though for most needs HSE Infoline preferred route
EASe – internal drivers
• Existing contracts nearing the end of their life
• High quality services but multiple contracts more expensive to manage and co-ordinate
• Economy/efficiency/effectiveness always an issue in the public sector
• Ongoing internal analysis tells us we can improve services – especially targeting/coherence
• Need to find new approaches to rejuvenate reductions in accidents and ill-health
EASe - external drivers
• Political – Government’s desire for public sector transformation and reform – encapsulated by the phrase “user-centric services”
• Economic – HSE needs to achieve more with the same or less - also poor health and safety has a negative economic impact on business
• Social – consumers (rightly) demand excellence, convenience and coherence in public services
• Technical – ongoing improvements in the web and contact centres can be exploited more
EASe – The Varney Review
• “Service Transformation: A better service for citizens and businesses, a better deal for the taxpayer”
• Grouping service delivery around common service themes – that are meaningful to the citizen and businesses
• Engaging citizens and businesses in the design and delivery of public services
• Improve direct.gov and businesslink.gov so they become the primary information and transactional channels … reducing the number of departmental specific websites
EASe – understanding your needs
We need your (ongoing) help to ensure:
• the services delivered through EASe are the services needed
• services address all sectors of the economy• services are easy to access - but also easy to
understand and apply• services make a real difference to health and
safety in the workplace • … for which proper evaluation will be needed
EASe – how it will work
EASe is a Programme
“Programme management may be defined as co-ordinated organisation, direction and implementation of a portfolio of projects and activities that together achieve outcomes and realise benefits that are of strategic importance”
Source: Office of Government Commerce – Managing Successful Programmes
EASe – possible scope
Retender/ Replaceexisting
ICC/ Infoline Services
WHCConsequentials
Healthy Working Lives(Scotland)
COMPLAINTSWORK
SMEENGAGEMENT
PROJECT
SHADs
GLA servicesand otheraccretions
Eurostat
BETTERWEBSITESERVICES
HSE Books
Duty OfficerService
HSESWITCHBOARD/CALL-HANDLING
SERVICES
FOI
What EASeMUST do
What EASeMUST do
FOD consideringcentralising
handling work - routed via contact
centre??
Need to understand what,if anything, flows from
WHC decision that impactsretender
This servicecontinues -to be aware
Do GLA servicesneed to be built in?
Options: status quo,centralise field and HQ or
outsource all to CC - whichever important linkages exist
Services need to bebetter tuned to SME
market needs
Website (CC and/or HSE) to be primary and first source of
advice/guidance/transaction fulfillment -
tuned to revised CC offering
May be some changes to FOIprocess - centralise more
in HSE and/or route via CC
Service needs tocontinue - note overnight and
weekend service - links to switchboardservices
Can contractors helpwith audience administration?
A separatecontract (due to end
2009 but canbe extended to 2012)
but CC routesome calls on
Some potential extension tostatistics being mooted from Europe
EXTERNALINFLUENCERS
Take account of key inflluencers - TG
Contact Council etc.
Post Hardcopy/Receipt?
Will what CCcurrently
do be extended?
e-FORMSFORMS PROJECT
Online externalforms being
developed in-houseCould be subsumed
or not
INFORMATION/GUIDANCE/
ADVICE QUESTION
Should contractoroffer ADVICE and if so
within what parameters
"PushServices"
Do we want contractorto initiate contact -
e.g. marketing, promotions of
relevant services
What EASe MAY do
EASe – illustrative timeline
Mar ‘08 Jun ‘08 Sep ‘08 Dec ‘08 Mar ‘09 Jun ‘09 Sep ‘09Sep ‘07 Dec ‘07
Phase 1 – RequirementsDefinition and Service Design
Now until May 08
Phase 2 – Sourcing and Purchasing
April 2008 to May 2009
Phase 3 – Transition and Implementation
May 2009 – October 2009
EASe – Programme Board
Vivienne Dews – Chair - Director Finance and Resources HSE
Colin Douglas – Director Communications HSE
Patrick McDonald – Director Science and Analytical Services HSE
Heather Bolton – Head Operational Policy and Support Division HSE
Jenny Easterbrook - Head Cross Cutting Interventions Division HSE
Elizabeth Hodkinson – Head Cross Cutting Interventions Division HSE
Gordon MacDonald – Head Business Services Division HSE
Wendy Rimmer – FOD HQ
Steve Bailey – Head of Procurement Function HSE
Keith Dalton – Representing Local Authorities and LACORS