Archived decisions

Ref

Activity

Responsible Officer

Estimated Start Date

Estimated Completion Date

Dependency

Improving the internal process and the customer experience

1

The Countryside service establish a robust project management structure to enable the RoW service to successfully achieve the desired outcomes through the implementation of the recommendations flowing from the RoW BPI review

Andy Smith with SMRT

April 2009

Ongoing

Project management discipline with advice from Treasurer's Consultancy if appropriate

2

Commission Senior Analyst in IT Services to evaluate the feasibility, cost and timescales of the proposed Hantsdirect/Lagan requirements

Andy Smith

April 2009

May 2009

Cost of the work by IT Services for RoW service

3

Feasibility study of Hantsdirect/Lagan requirements

IT Services

June 2009

September 2009

Availability of Senior Analyst and affordability of the study

4

Implement the Hantsdirect/Lagan requirements in line with the proposals and timescales from IT Services feasibility study

Andy Smith and IT Services

Est Sept 2009

Not known

Outcomes of IT Services analysis above, particularly the cost of the proposals which may mean prioritisation of the requirements

5

Refine priority cutting lists for summer vegetation clearance so they are realistic and achievable

Andy Smith/CSMT

April 2009

September 2009

Work over a summer season to enable the PCLs to be refined appropriately using a common template to collate consistent information

6

Collate the PCLs in a common format and presentation and publish on Hantsweb

Andy Smith/CSMT

October 2009

December 2009

7

Simplify the priority guidelines and tie the descriptions in to those within Lagan where appropriate to make them easier to understand and therefore likely to be more consistently applied

Andy Smith/CSMT

April 2009

October 2009

Work with Hantsdirect to tie in with Lagan priority range

8

Consult Hampshire Countryside Access Forum on revised priority guidelines

Andy Smith

November 2009

November 2009

Aim for Autumn HCAf meeting

9

Develop key performance indicators for the RoW service in order to determine the relative success before and after the changes have been implemented, eg customer satisfaction levels.

Andy Smith with SMRT

April 2009

September 2009

Support in developing appropriate KPIs

10

Determine customer satisfaction levels now to provide a baseline against which to compare future levels after implementing the proposals

Peter Curbishley

April 2009

September 2009

Determining what information wanted from customers, who to ask (with Hantsdirect) and how to undertake in questionnaire via achieve form or survey monkey or paper questionnaire

11

Develop a best practice toolkit for RoW to include the vision, consistent processes and procedures to be followed and defined service / performance standards

Area Countryside Access Managers

April 2009

Ongoing

Part of regular area meetings to develop, agree and implement as business as usual

12

Develop the information contained within the RoW Hantsweb internet pages by publishing information on what the service is doing to make the work more transparent to users

CSMT

June 2009

December 2009 and ongoing thereafter with updates

Availability of appropriate officer. Andy Smith to take report to CSMT May 2009 with proposals

13

Consider commissioning culture change specialists, such as Hampshire Learning Centre, to support the development of the change strategy and work with the service to ensure a successful transition to the new way of working

Andy Smith with CSMT

May 2009

May 2009

Will form part of the May 2009 CSMT report from Andy Smith

14

Further develop the Hantsdirect automated response to contain all relevant information for the public at the first point of contact to better manage expectations and improve feedback. This should provide more contextual information for the user around service volumes, clearer guidance on the priority of the fault and an indicative timescale for when the fault will be resolved. In addition the service should cease sending out area correspondence to the public as this is duplication and adds no further value to the process

Andy Smith with Bob Wild as Head of Corporate Customer Services for Hantsdirect

June 2009

March 2010

Lagan system developments, and Hantsdirect and RoW availability to develop with realistic and achievable targets

15

Clearly define roles and responsibilities, in relation to countryside access, for the Area Administrative Officers for consistent application in all areas

Area Team Leaders

April 2009

April 2009

Agree and integrate within toolkit

16

Develop standard correspondence documents, that can be easily accessed and tailored for individual cases, to be used by all area offices to ensure consistent messages to the public and landowners.

Andy Smith with Area Team Leaders/Area Countryside Access Managers

September 2009

March 2010 but ongoing review

This should form part of the toolkit

Introducing an IT system for the RoW service

17

Commission a systems appraisal from IT Services to determine the most appropriate system solution for the service and organisation. This will require a high level specification of requirements and a detailed business and technical evaluation of the options

Andy Smith, Peter Curbishley and Jan Jones

July 2009

December 2009

Cost and process for commissioning this work needs to be ascertained. There will need to be sufficient capacity within IT Services to undertake the work, and in RoW to support the work

18

Evaluate the outcomes from the system appraisal to determine the most appropriate way forward for a RoW system solution

Andy Smith and SMRT

January 2010

March 2010

Dependent on cost, timescales and staff capacity

19

Implement appropriate IT system solution

Andy Smith

April 2010

tba

Dependent on evaluation above

Proactive Inspection and Maintenance Programme

20

Identify and structure a pilot approach to explore the use of contractors, to see if the service can achieve more by working differently, and prove the concept to inform the development of a proactive programme

Phil Allen, North Area Team Leader

April 2009

March 2010

Linking with SMRT for strategic direction

21

Evaluate the pilot to inform the development and assessment of the future model

Phil Allen, Andy Smith

April 2009

March 2010

This will be an ongoing process throughout the pilot programme

22

Work towards the introduction of a proactive inspection and maintenance programme across the whole of the RoW network based on a minimum rolling 15 month basis (to be confirmed), underpinned with a countywide summer vegetation contract

Andy Smith

April 2010

March 2014

Dependent on the pilot and an evolving process over a period of four years to develop the proactive approach for the service

23

Manage and monitor productivity time of two man maintenance team through the introduction of simple time recording system

Andy Smith and Area Team Leaders

June 2009

Ongoing

24

Take further management action to manage down the levels of non productive time across all area maintenance teams to ensure maximum throughput is achieved

Area Team Leaders

April 2009

Ongoing

25

The service determine the most effective delivery model to increase throughput and ensure maximum productivity on the network

Andy Smith

April 2010

Ongoing

Dependent on the pilot for the proactive programme and ongoing analysis of productivity of the maintenance teams

26

Undertake a further benchmarking exercise to qualify where the overall costs of RoW sit when compared with other County Councils

Andy Smith

April 2011

December 2011

Capacity within the service to undertake this work, alongside the other service developments

27

Work with the Departmental Health and Safety Risk Manager and the user representative from this review (Alan Marlow, Chair of the Hampshire Countryside Access Forum) to find a resolution for how the service can work most effectively with willing volunteers on the network

Area Countryside Access Manager (to be agreed)

July 2009

October 2009

Health and Safety law and guidance may be a barrier to progressing this aspect

28

Work with Parish Councils, Landowners and user groups to determine how they would prefer to work with the service as groups of willing volunteers, and understand any barriers to making this happen

Andy Smith

February 2009

Ongoing

Builds on current developments with user groups and Parish Councils

29

Determine the benefits of working with landowners in relation to their responsibilities for RoW e.g. management of stiles and gates

Matthew Beal, North Area Countryside Access Manager

February 2009

March 2010

Cost will be a limiting factor