Business Transformation – It’s the Business

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Business Transformation – It’s the Business




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Presentations text content in Business Transformation – It’s the Business

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 Group

Slide3

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 Mission

Slide5

Background

2008 – Tribal report on the use of CRM

2008 to 2011 – expansion of business systems based on departmental needs

2011 – Internal DLO created with new systems, Total Mobile & Opti-time

2011 – IT Systems

Enterprise

Framework agreed

Slide6

The Football Stand Approach

Slide7

Specialised Applications

ReAct

Referral

Gateway

Service 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

INTEGRATION

Slide8

Background

2012 - Outcomes

of the Customer Access

Review

Refine the number of contact numbers for the business

Improve the options for customer contact

Have information on customers in one place

Increased mobile working

Purchase of CRM & Document Management

Slide9

Background

2013 - Outcome of Asset

Management IT

Review

Current system not fit for purpose

Component accounting requirements not met

Mobile working issues

New system to be purchased

Slide10

Investment in IT

£0.5million in PCD systems and mobile technology

£0.5 million budget for BTP

CRM & DMS

Total Mobile

Enterprise Dynamic Scheduler

£0.25million budget for Asset Management System.

Slide11

Why change?

Customer ExcellencePosition of strengthPlan for the futureContinuous improvementDeliver Corporate ObjectivesHolistic cultural change - not an ICT project Not just some projects, but a programme involving the business

11

Slide12

Why a Programme?

Slide13

The Programme

Multiple projectsJoined up approachEstimated 2-5 yearsCore Delivery TeamCentralised GovernanceEffective CommunicationValue for Money

Standardised Methodology for:-Process Review and DesignProgramme and Project ManagementReview, Learn, Refine

Slide14

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 VISION

Slide15

What is the Delivery Vision?

Customer Excellence

The Customer Journey

24/7 Customer Access to all our Services

Mobile working for all site based staff

Right first time

Intelligent use of data

Slide16

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 Structure

Slide18

Core

Programme Delivery Team

QA

Programme Board

Steering Group

Sponsor

Project Workstreams

Programme

Group

Slide19

Delivery timescales and Impacts

Slide20

Delivery

Will be delivered over a number of TranchesTranche One about “Laying the foundations”Tranche two onwards yet to be agreed

Slide21

Tranche One: High Level Deliverables

TM5 existing Operatives and Surveyors

Asset Management Base System

Customer Contact HMS

CRM – Complaints Process

DMS One Area of Business, In-tray for All

Some

BPR

work and Communication

Est

: May – June 2014

Slide22

Impacts on Staff

Involvement in deliveryInterim measuresEmbracing changeTrainingNew ways of workingLearning as we go

Slide23

Communication

Staff Meetings

Staff Briefings

Connect

Demo’s/Presentations

DVD

Slide24

Achievements to Date

Setting up

Core Programme Team & Programme Office

Set-up the Steering Group

All the key workstreams are now at the delivering stage

Rolling out Northgate V6 to across the business

Started implementing the Asset Management system.

Slide25

Questions

Slide26

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