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Rushcliffe Borough Council

Rushcliffe Borough Council. From good to great…. Rushcliffe. great council. What does Performance Management look like in your organisation?. Where we were. CPA 2003 - Good

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Rushcliffe Borough Council

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  1. Rushcliffe Borough Council From good to great…

  2. Rushcliffe great council What does Performance Management look like in your organisation?

  3. Where we were CPA 2003 - Good “Although there is a framework for performance management, the council still has some way to go to establish a performance management culture” Challenge: Making a good authority great

  4. What staff said Reward good performance, tackle poor performance USE performance management information – don’t just record it Encourage people to develop a greater sense of responsibility towards their work More of a personal touch, face to face communications I will have to leave to get on, I want to be developed

  5. Rushcliffe great council CULTURE PEOPLE PERFORMANCE MANAGEMENT SYSTEMS

  6. Restructure Leadership Leadership Forum 360 degree appraisals Back to the floor Mentoring and coaching Generic and leadership competency framework Development Internal talent pool Shadowing People

  7. Rushcliffe great council People

  8. Comfort zones Experienced Manager Head Of Service Future Career Choices e.g DCE Current Professional Head of Service Head of Service Position People Development and growth New Comfort Zone Management expertise discomfort Professional Learning and development Comfort Zone Management competency Development and growth Professional Expertise Education and professional training Reward plus Active Learning, Development and Support

  9. Exercise tight control of performance Focus on outcomes Grown ups treating others as grown ups Look at horizons, challenge & adapt • Performance Focus • Can do Attitude • People Matter – People given more authority to act Customers, Members, Staff and Partners Learning from each other and sharing experiences Encourage and reward staff Everyone to be sharp of mind and kind of spirit Opportunities for personal development Senior Management TeamManagerial Values and Focus

  10. Recognition- staff awards People

  11. Rushcliffe great council Exercise One: People

  12. CULTURE Culture • Altering Attitudes • Customer Centric • Performance is not an add on, it’s part of the job • Accountability for own performance • People are ‘Proud’

  13. Rushcliffe great council Listening Feedback Employee Liaison Group Performance Displays Find out Friday’s Engagement Staff Sessions Bacon Butty sessions Staff and Members’ Matters Tea and Biscuits sessions Chief Executive Newsletters

  14. Reputation Management System • Service Pledges • Branding • Consultation • Customer feedback • Mystery Shopping • Redress • CCA award in customer service

  15. Rushcliffe great council People Exercise Two: Culture

  16. Systems LOCAL GOVERNMENT SECTOR COMMUNITY GOVERNMENT PARTNERS

  17. Rushcliffe great council

  18. Holistic View Management of the service as a whole Two way Process Timely Action Plans Performance Clinics

  19. Holistic View Involve the whole team – Service planning away days ownership Golden Thread Service Planning

  20. Rushcliffe great council People Exercise Three: Systems

  21. Our Performance 98.96% Percentage of Council Tax collected Percentage of Non-domestic Rates collected Percentage of household waste sent for reuse, recycling and composting Percentage of relevant land and highways that is assessed as having deposits of litter Percentage of enquires dealt with by the CSC at the first point of contact 98.7% 52.23% 2.8% 80.1%

  22. Our Achievements Municipal Journal Achievement Awards 2009 - Council of the Year finalist Municipal Journal Achievement Awards 2009 - Public/ Private Partnership winner Winner of LGC Partnership Award 2009 Letsrecycle.com award - Crew of the Year 2009 National Training Award 2009 Contact Centre Association Accreditation 2009 Shortlisted for the Institute of Revenues Ratings and Valuation (IRRV) Benefits team of the Year award 2008 LGC Challenge second place 2009

  23. Our Achievements CPA Excellent 56/60 CAA Assessment Highest Customer Satisfaction Nationally amongst districts 65.7% (Place Survey 2008) Highest customer perception of value for Money Nationally amongst districts 52.2% (Place Survey 2008) Focused and committed staff

  24. Where next? • Savings and budgets • Working in Partnership • Total place • Changing Governments • Flexibility and resilience

  25. Know your organisations future need to maintain progress (Future Investment) Know your customers needs (Performance Management led and resource switching) Know your customers expectations (What must you continue go deliver) Efficiency and Saving opportunities Rushcliffe’s approach

  26. Rushcliffe great council People Exercise Four: New year’s resolution - What 3 promises do you make?

  27. Top Tips to become GREAT • Create The Culture • Invest in your staff • Reward success • Set the pace • Have your finger on the pulse • Have the right tools for the job

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