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Maribyrnong’s Way: Service Reviews / Continuous Improvement Integrated Facility Planning Mary Ciliak, Senior Coordinator Corporate Planning & Performance Hosted by Knox City Council 29 January 2014

Maribyrnong’s Way: Service Reviews / Continuous Improvement

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Maribyrnong’s Way: Service Reviews / Continuous Improvement. Integrated Facility Planning Mary Ciliak, Senior Coordinator Corporate Planning & Performance Hosted by Knox City Council 29 January 2014. Setting the scene. Snapshot. 5km from Docklands 79,000 people, and growing Multicultural - PowerPoint PPT Presentation

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Page 1: Maribyrnong’s Way: Service Reviews / Continuous Improvement

Maribyrnong’s Way:Service Reviews / Continuous Improvement

Integrated Facility PlanningMary Ciliak, Senior Coordinator Corporate Planning & Performance

Hosted by Knox City Council

29 January 2014

Page 2: Maribyrnong’s Way: Service Reviews / Continuous Improvement

SETTING THE SCENE

Page 3: Maribyrnong’s Way: Service Reviews / Continuous Improvement

Snapshot• 5km from Docklands• 79,000 people, and growing• Multicultural• Highly disadvantaged (parts)• Social issues

• unemployment• gambling, • drug use, • affordable housing, • refugees etc

Page 4: Maribyrnong’s Way: Service Reviews / Continuous Improvement

What is driving Population Change?

• Large development sites• Industrial sites changing

to residential• Higher density• Infill developments

Page 5: Maribyrnong’s Way: Service Reviews / Continuous Improvement

Likely impacts of growth…..

• Gentrification

• Greater demand, and use of our facilities

• Increase demand for our services / programs

• A need for new infrastructure

Page 6: Maribyrnong’s Way: Service Reviews / Continuous Improvement

SERVICE REVIEWS

INTEGRATED PLANNING MODEL

Page 7: Maribyrnong’s Way: Service Reviews / Continuous Improvement
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SERVICE REVIEW / CONTINUOUS IMPROVEMENT

Page 11: Maribyrnong’s Way: Service Reviews / Continuous Improvement

Key Drivers

• Part of Continuous Improvement program• Achieving Best Value for our community• Focus on sustainability of services• Optimising resources available• Clarification of Council priorities• Achieving Business Excellence principles• Support decision-making and forward

planning

Page 12: Maribyrnong’s Way: Service Reviews / Continuous Improvement

• 2-3 years roll out program

• Team focus / engagement

• Simple

• Manageable

• Flexible

• Resourced (small budget)

• Sustainable

Our approach

Page 13: Maribyrnong’s Way: Service Reviews / Continuous Improvement

Key Steps

Approximately 6 months process

Page 14: Maribyrnong’s Way: Service Reviews / Continuous Improvement

Starting Point - Step 1

Key focus areas

1. Our staff - skills, capacity

2. Evidence - meeting our customers’ needs

3. Processes4. Reliable performance

data 5. Financially

sustainable

Page 15: Maribyrnong’s Way: Service Reviews / Continuous Improvement

Resources Available

Page 16: Maribyrnong’s Way: Service Reviews / Continuous Improvement

Getting ‘Buy In’

• Flexibility in approach / time

• Recognising that ‘one size does not fit all’

• Different level of support

• Different level of analysis / reporting

• Seeing it as an opportunity to promote their service to EMT

Page 17: Maribyrnong’s Way: Service Reviews / Continuous Improvement

Focus of Service Reviews ‘Musts’• Understanding what we do now

• Demonstrating understanding of community expectations

• Consultation – internal / external

• Benchmarking (including non Government sector)

• Continuous Improvement opportunities / service models

• Presenting outcomes to EMT

Page 18: Maribyrnong’s Way: Service Reviews / Continuous Improvement

Outcomes - The Big Picture

Page 19: Maribyrnong’s Way: Service Reviews / Continuous Improvement

Outcomes (organisation)

• Building Organisational Capacity

• Commitment to purchase Promapp – business process mapping system & staff position

• Collaboration across different business units / strong team approach

• Streamlining consultation and benchmarking approach (eg. via surveymonkey)

• Present findings in front of EMT

Page 20: Maribyrnong’s Way: Service Reviews / Continuous Improvement

Outcomes (teams)

• Team building• Better understanding of their ‘business’• Redirecting resources• Improvements / change in service delivery • Better understanding of community

expectations• Stronger business case for ‘new positions’

Page 21: Maribyrnong’s Way: Service Reviews / Continuous Improvement

Outcomes (community)

• More responsive service model (measured via Annual community Survey)

• Increased engagement

• Council more ‘visible’

• Aiming for ‘best practice’ models – to benefit the community

Page 22: Maribyrnong’s Way: Service Reviews / Continuous Improvement

Challenges along the way

• Getting started – slow start

• Resources – allocating time

• Organisational change

• Consultation / benchmarking – need to allocate sufficient time

• Keeping on track

• Resourcing and supporting multiple teams

Page 23: Maribyrnong’s Way: Service Reviews / Continuous Improvement

Keeping it ‘live’ – some challenges

• Seeing it as an integrated process

• Continued commitment at a management level

• Accountability

• Implementation and reporting on ‘continuous improvement’ actions

Page 24: Maribyrnong’s Way: Service Reviews / Continuous Improvement

www.maribyrnong.vic.gov.au

Contact: Mary Ciliak, Senior Coordinator Corporate Planning and Performance03 9688 0413, [email protected]