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Harborough Contact Centre Project Governance 14/08/12

Harborough Contact Centre Project Governance 14/08/12. Governance Arrangements – Harborough Contact Centre Project. SRO Anna Graves. HDC Transformation Executive. Other HDC & CBC Initiatives involving Customer Services Channel Shift Lagan Dev’ment Council Offices

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Harborough Contact Centre Project Governance 14/08/12

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  1. Harborough Contact Centre Project Governance 14/08/12

  2. Governance Arrangements – Harborough Contact Centre Project SRO Anna Graves HDC Transformation Executive • Other HDC & • CBC • Initiatives involving • Customer Services • Channel Shift • Lagan Dev’ment • Council Offices • decant • New waste • arrangements Quality Assurance Bev Jolly Programme Manager Belle Imison Harborough Contact Centre Project Board Workstreams ICT Service Move & Improve Administrative Agreement CC Staff Recruitment, Training & Operations Leads Chris James Aymen Khan Lead Rachael Abbott Delegated Authority Anna Graves Lead Graham Walton

  3. Project Board ToR and Membership

  4. Project Team – Roles and Responsibilities by Workstream Harborough Contact Centre Project Team Joint Project Managers : David Platts & Phil Whitaker Project Co – ordination : Caroline Marshall ICT Lead : Chris James Lead : Aymen Khan Revs & Bens Partnership Liaison : Tim Griffiths Service Move & Improve Lead : Rachael Abbott Revs & Bens Service Lead : Georgina Little Revs & Bens support : Sandra Laxton Waste Service Lead : Rachel Faulkner Other Services : Tracy Robinson Administrative Agreement Delegated Authority (HDC) : Anna Graves CBC Lead : David Platts HDC Lead : Phil Whitaker CC Staff Recruitment, Training & Operations Lead : Graham Walton

  5. ICT Workstream ToR

  6. Service ‘Move and Improve’ Workstream ToR

  7. Administrative Agreement Workstream ToR

  8. CC Staff Recruitment, Training & Operations Workstream ToR

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