Change management and the harder CPA Initiative overload Drivers for change Direction and priorities...
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Change management and the harder CPA Initiative overload Drivers for change Direction and priorities Change management priorities Low taxes, value for money, real choice
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Transcript of Change management and the harder CPA Initiative overload Drivers for change Direction and priorities...
Change management and the harder CPA
Initiative overload
Drivers for change
Direction and priorities
Change management prioritiesLow taxes, value for money, real choice
Change management priorities
Managing change
SAP
Prioritisation of performance management measures
Customer service
Value for money and best practice management
Shared services centre
HR
Behavioural change
Change management prioritiesValue for money and best practice management
Change management and the harder CPA
Initiative overload
Drivers for change
Direction and priorities
Change management prioritiesLow taxes, value for money, real choice
Shared services centre
Low taxes
Efficiency savings
Financial prioritiesValue for money and best practice management
Financial management
MTFP Budget 2006/07 to 2009/10
Budget Requirement
Available to
Allocate
Efficiencies & Savings
Council Tax
Increase
£m £m £m
2006/07 604.7 9.2 -5 4.375%
2007/08 634.9 15.1 -5 4.250%
2008/09 658.6 6.5 -5 4.125%
2009/10 683.0 6.9 0 4.000%
MTFP Budget 2006/07
£m
Base Budget 584.0
Inflation 15.4
Previously Agreed Policy Plans 1.0
Other Variations Agreed in MTFP 0.1
Available to allocate to Council Priorities 9.2
Efficiencies and Savings -5.0
Budget Requirement 604.7
Key priorities for the future
Successful completion of the SAP project Developing our managers Delivering efficiency savings: better procurement;
improving productivity Continuing to strengthen financial management Better use of property assets Improving performance management, customer focus Finding resources to fund change Supporting the new political environment
HIP POCKET SLIDES FOR QUESTIONS
1. BALANCED SCORE CARD
2. CUSTOMER EXPERIENCE
VALUES
Customer focus
Accountability
One firm culture
Can-do attitude
etc
LOW TAXES, VALUE FOR MONEY, REAL CHOICE
SPECIFIC MANIFESTO PLEDGES + BUSINESS AS USUAL
?
Financial focusGoals Measures
People focusGoals Measures
Process focusGoals Measures
Customer focusGoals Measures
VALUES
Customer focus
Accountability
One firm culture
Can-do attitude
etc
LOW TAXES, VALUE FOR MONEY, REAL CHOICE
SPECIFIC MANIFESTO PLEDGES + BUSINESS AS USUAL
Financial focusGoals Measures
People focusGoals Measures
Process focusGoals Measures
Customer focusGoals Measures
Principal service focus: if we are not doing our job our customers will let us
know
Low taxes, efficiency savings, budgeting,
procurement
Establishment, skills, targeting of resource
Internal processes
© © Copyright Chris Daffy 2005Copyright Chris Daffy 2005
Customer service ?Customer service ? Customer service ?Customer service ?
Customer satisfaction ?Customer satisfaction ? Customer satisfaction ?Customer satisfaction ?
Customer focus ?Customer focus ? Customer focus ?Customer focus ?
Too easyToo easy
Too shallowToo shallow
Too narrowToo narrow
Customer Experience ?Customer Experience ? Customer Experience ?Customer Experience ?All of the All of the above plusabove plusworthwhileworthwhileadditionsadditions
A Change of Focus
Making the DifferenceMaking the Difference
© © Copyright Chris Daffy 2005Copyright Chris Daffy 2005
“From the customer’s point of view, if they can see it, smell it, touch it, taste it, hear it, feel it, sense it, hold it, carry it, use it, step on it, step over it, or step in it ………… it becomes a part of the customer experience!”
Cyril Gates – Executive Director. SOCAP
“From the customer’s point of view, if they can see it, smell it, touch it, taste it, hear it, feel it, sense it, hold it, carry it, use it, step on it, step over it, or step in it ………… it becomes a part of the customer experience!”
Cyril Gates – Executive Director. SOCAP
What are Customer Experiences ?
Making the DifferenceMaking the Difference
© © Copyright Chris Daffy 2005Copyright Chris Daffy 2005
What are Customer Experiences ?
Forgettable
Un-forgettable
Memorable
Terrible OK Terrific
The Experience ZoneThe Experience Zone
XXXXXX
The Expectation ZoneThe Expectation ZoneWOWWOWWOWWOWOUCHOUCHOUCHOUCH
RECOVERYRECOVERYRECOVERYRECOVERY
Remarkable
95% plus of all activities95% plus of all activities
Un-noticeable
Making the DifferenceMaking the Difference
