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Newry & Mourne District Council

Newry & Mourne District Council. An Applicant’s Perspective Eddie Newell Senior Building Control Surveyor Building Control Department. Council Setting. Range of Services. Building Regulations Services Dangerous Structures Licensing Amusement Permits Street Trading Postal Numbering

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Newry & Mourne District Council

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  1. Newry & Mourne District Council An Applicant’s Perspective Eddie Newell Senior Building Control Surveyor Building Control Department

  2. Council Setting

  3. Range of Services • Building Regulations Services • Dangerous Structures • Licensing • Amusement Permits • Street Trading • Postal Numbering • Development Naming • Estates

  4. Newry & Mourne Building Control Office Structure Director of Building Control PA Assistant Director Licensing Admin Officer Licensing Tech Officer Administration Officer Licensing Admin Asst. Licensing Officer Admin Asst (Scale 3) Admin Asst (Scale 3) Admin Asst (Scale 3) Estates Surveyor 3 Senior BCS Area/Support/ Specialities Estates Officer BCS BCS BCS BCS BCS BCS

  5. Mission Statement • “To be a valued service that protects people and the environment by ensuring safe, sustainable and accessible buildings for all.”

  6. Charter Mark vs CSE • First achieved Charter Mark in 2002 • Renewal date was October 2008 • Had met all our partial compliances within Charter Mark • Compared standards in May 2008 • As a team we decided we could achieve the CSE Standard

  7. Criterion 1 – Customer Insight • Stakeholders - groups • Journey mapping • Customer satisfaction surveys • Customer focus groups • Customer comments cards • Mystery Shoppers • Compliments Book

  8. Stakeholder Grouping Needs Hard to Reach(1 = Easy,5 = Hard) Group Size(1 = Large5 = Small) Communication Tools Level of Importance(1 = Very Important5 = Less important) Verification Tools Evaluation Elected MembersStaffPartners (NIFRS/NIHE/ Planning Service)Southern Group Constituent NeedsInforming them of Unauthorised WorksMonthly Report UpdatesMaking complaints / complimentsFOI RequestsMaking an applicationRequesting inspectionsTechnical queriesLiaising with Departments 1 2 TelephoneEmailFaxLetter/PostFace-to-face 2 Level of ServicePosition held within CouncilCouncil EmployeeLiaising with DepartmentsConsultationPartnershipFee Income Training 3 AgentsBuilders/ DevelopersEngineers Making an applicationRequesting inspectionsTechnical queriesComplaints / ComplimentsDangerous StructuresUnauthorised WorksContraventionsFee queriesConsultationJoint inspections 4 1 TelephoneEmailFaxLetter/PostFace-to-face 1 Level of ServiceFee IncomeCustomer Focus GroupsConsultation 1 Solicitors Making an applicationComplaints / ComplimentsFee queriesFOI Requests 3 4 EmailFaxTelephoneLetter/Post 4 Level of ServiceCustomer Focus GroupFee Income 4 Example of journey mapping

  9. Criterion 1 – Customer Insight • Stakeholders - groups • Journey mapping • Customer satisfaction surveys • Customer focus groups • Customer comments cards • Mystery Shoppers • Compliments Book

  10. Criterion 2 – Culture of the Organisation • Corporate policies • Service level agreement • Customer charter • Customer Care training for all staff • Customer focus group • Staff suggestion box • Staff Achievement Awards

  11. Criterion 3 – Information and Access • Access to our services • Produced leaflets in other languages • Customer Input • Partnership arrangements

  12. Criterion 4 - Delivery • Customer satisfaction levels • Benchmarking • Government Performance Indicators • Complaints procedure

  13. Criterion 5 – Timeliness and Quality of Service • Measurable and achievable targets • Advise customers of any delays • Comparison of standards throughout Southern Group • Publicise our Customer Charter

  14. CSE & the Future • Partial compliances • Continuous improvement • Action plan • Annually review stakeholder mapping

  15. Thanks for listening

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