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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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Maribyrnong’s Way:Service Reviews / Continuous Improvement
Integrated Facility PlanningMary 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• Highly disadvantaged (parts)• Social issues
• unemployment• gambling, • drug use, • affordable housing, • refugees etc
What is driving Population Change?
• Large development sites• Industrial sites changing
to residential• Higher density• Infill developments
Likely impacts of growth…..
• Gentrification
• Greater demand, and use of our facilities
• Increase demand for our services / programs
• A need for new infrastructure
•
SERVICE REVIEWS
INTEGRATED PLANNING MODEL
SERVICE REVIEW / 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
• 2-3 years roll out program
• Team focus / engagement
• Simple
• Manageable
• Flexible
• Resourced (small budget)
• Sustainable
Our approach
Key Steps
Approximately 6 months process
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
Resources Available
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
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
Outcomes - The Big Picture
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
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’
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
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
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
www.maribyrnong.vic.gov.au
Contact: Mary Ciliak, Senior Coordinator Corporate Planning and Performance03 9688 0413, [email protected]