Presented by Gordon Flack Assistant Director ICT A communitybased social enterprise based in North Somerset Have an annual turnover of more than 31 million employ around 300 ID: 284742
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Slide1
Business Transformation – It’s the Business
Presented by:
Gordon Flack – Assistant Director (ICT)Slide2
A
community-based social enterprise based in North Somerset.
Have an annual turnover of more than £31 million, employ around 300 staff and work in partnership with local, regional and national agencies.Own around 6,500 properties and provide housing and housing-related support to 12,000 people.Established in 2006 to manage homes transferred from North Somerset Council.
About Alliance Homes GroupSlide3
The Group consists of three areas:
About Alliance Homes Group
Alliance Homes provides housing management services.
Alliance
Ventures provides repairs, maintenance and green energy initiatives, including our successful PV panel project.
Alliance
Living provides care and support services
.Slide4
Our mission is to create hope for people and communities,
through developing
opportunities, tackling inequalities and delivering service excellence.It can be summarised as creating hope through:Our MissionSlide5
Background
2008 – Tribal report on the use of CRM2008 to 2011 – expansion of business systems based on departmental needs2011 – Internal DLO created with new systems, Total Mobile & Opti-time2011 – IT Systems Enterprise Framework agreedSlide6
The Football Stand Approach
Slide7
Specialised Applications
ReAct
Referral GatewayService Desk
ProVal
PSI Asbestos
Brixx
Core Business Applications
Housing Management System
HR System
Contract Management
Finance System
Asset Management
Complaints
Enterprise Applications
CRM
DMS
Mobile
Performance Management
Self Service
INTEGRATIONSlide8
Background
2012 - Outcomes of the Customer Access ReviewRefine the number of contact numbers for the businessImprove the options for customer contactHave information on customers in one placeIncreased mobile workingPurchase of CRM & Document Management Slide9
Background
2013 - Outcome of Asset
Management IT ReviewCurrent system not fit for purposeComponent accounting requirements not metMobile working issuesNew system to be purchased Slide10
Investment in IT
£0.5million in PCD systems and mobile technology
£0.5 million budget for BTPCRM & DMSTotal MobileEnterprise Dynamic Scheduler £0.25million budget for Asset Management System.Slide11
Why change?
Customer Excellence
Position of strengthPlan for the futureContinuous improvementDeliver Corporate ObjectivesHolistic cultural change - not an ICT project Not just some projects, but a programme involving the business11Slide12
Why a Programme?Slide13
The Programme
Multiple projects
Joined up approachEstimated 2-5 yearsCore Delivery TeamCentralised GovernanceEffective CommunicationValue for MoneyStandardised Methodology for:-Process Review and DesignProgramme and Project ManagementReview, Learn, RefineSlide14
HOW?
What
do we want the service to look like?How will staff be working?What information will we need to access?
How
and when will customers access the service?
Where
will staff be working?
DELIVERY VISIONSlide15
What is the Delivery Vision?
Customer Excellence
The Customer Journey24/7 Customer Access to all our ServicesMobile working for all site based staffRight first timeIntelligent use of dataSlide16
The Vision
“To
transform the business through process review and the introduction of new, and exploitation of existing technology, to create a organisation which is customer centric through multiple channel access, using Business Intelligence (BI) to efficiently deliver a range of services”.Slide17
Governance and StructureSlide18
Core
Programme Delivery Team
QAProgramme Board
Steering Group
Sponsor
Project Workstreams
Programme
GroupSlide19
Delivery timescales and ImpactsSlide20
Delivery
Will be delivered over a number of
TranchesTranche One about “Laying the foundations”Tranche two onwards yet to be agreedSlide21
Tranche One: High Level Deliverables
TM5 existing Operatives and Surveyors
Asset Management Base SystemCustomer Contact HMSCRM – Complaints Process
DMS One Area of Business, In-tray for All
Some
BPR
work and Communication
Est
: May – June 2014Slide22
Impacts on Staff
Involvement in delivery
Interim measuresEmbracing changeTrainingNew ways of workingLearning as we goSlide23
Communication
Staff Meetings
Staff BriefingsConnect Demo’s/PresentationsDVDSlide24
Achievements to Date
Setting up
Core Programme Team & Programme OfficeSet-up the Steering GroupAll the key workstreams are now at the delivering stageRolling out Northgate V6 to across the businessStarted implementing the Asset Management system.Slide25
Questions