“Self-assessment and Covalent:

Putting it in to practice”Jon Theobald/Phil Citrone

Covalent User Conference, November 2009

Timeline

Summer 20081. ‘Journey To Excellence’ – Continuous improvement

2. Prepare for inspection – April 09?3. Search for a CPM

Autumn/Winter 20081. Choose Covalent CPM – End 20082. Reasons:

• Action planning • Models – Housing KLoEs assessment

Continuous Improvement

Assess

Inspection

Improve

Spring 2009• Converting existing

KLoE plans into new, SMARTer service improvement plans (SIPs)

• Finding limitations of Covalent KLoE model

• Quarterly action progress reporting – first for Paradigm!

Self-Assessment

Assess

Inspection

Improve

Summer 2009• Self-assessment

process begins

Self-assessment and Covalent

• Housing KLoE assessment– Background – previous gap

analysis– Current status – our

current assessment – Future plans – what we

still need to do

• Linking Action Plans• Score out of 3 equivalent

to Audit Commission star rating

Inspection

Assess

Inspection

Improve

2 November 2009• HQN ‘mock’ inspection

starts• Evidence, evidence,

evidence !!

Mock Inspection

HQNInspection

CovalentSelf assessment

Evidence Preparation

Continuous Improvement

Assess

Inspection

Improve

Winter 2009• Review output from

inspection • Review SIPs – next

steps• Start the process

again

Other Assessments

• On-going self-assessment against the KLoEs• Audit Commission inspection – The real thing!

• Quality Housing Services Ltd (QHS) – 2009/10

• Customer Service Excellence (CSE) - 2010• Quality Assessment Framework (QAF) -

2010• Investors in Excellence (IiE) - 2011

What we have learnt?

Positives:• Simplifies assessment

process – pre-populated templates

• Allows assessment of all action plans against AC criteria

• Scoring similar to AC• Ability to continually

assess• Assess against other

criteria• Easy reporting

Negatives:• Some initial set up

problems with template • Disparity between our

scoring and AC/HQN’s due weighting on some sections

• Limited evidence/document management

• Need to ensure action plans up to date

• Only some of our activity currently on Covalent/ limited number of users

Any questions ?