Harborough Contact Centre Project Governance

14/08/12

HDC Transformation Executive

Harborough Contact Centre Project Board

SRO

Anna Graves

ICT

Leads

Chris James

Aymen Khan

Service Move & Improve

Administrative Agreement

Governance Arrangements – Harborough Contact Centre Project

Workstreams

Programme

Manager

Belle Imison

Lead

Rachael

Abbott

Delegated

Authority

Anna Graves

CC Staff Recruitment,

Training & Operations

Lead

Graham Walton

Other HDC & CBC

Initiatives involving Customer Services

• Channel Shift• Lagan Dev’ment• Council Offices

decant • New waste

arrangements

Quality

Assurance

Bev Jolly

Draft Terms of ReferenceThe Board is responsible for :• Establishing a contact centre at Charnwood within the agreed project timescales• Communications planning and implementation• Drafting an administrative agreement for consideration and approval by each local authority• Ensuring the project delivers within its agreed parameters • Ensuring operational stability and effectiveness through the project implementation• Plan for service review and continuous improvement

Membership / role

Customer Services Portfolio Holder - CBC : Cllr Jenny Bokor (joint chair ?)

Customer Services Portfolio Holder : Cllr Paul Dann (joint chair ?)

CBC Head of Service : David Platts (joint project manager)

Interim HDC Customer Services Project Lead : Phil Whitaker (joint project manager)

Project Co - ordinator : Caroline Marshall

Quality Assurance : Bev Jolly

Project Board ToR and Membership

Harborough Contact Centre Project Team

Joint Project Managers : David Platts & Phil WhitakerProject Co – ordination : Caroline Marshall

ICT

Lead : Chris JamesLead : Aymen KhanRevs & Bens Partnership Liaison : Tim Griffiths

Project Team – Roles and Responsibilities by Workstream

Service Move & Improve

Lead : Rachael AbbottRevs & Bens Service Lead : Georgina LittleRevs & Bens support : Sandra LaxtonWaste Service Lead : Rachel FaulknerOther Services : Tracy Robinson

Administrative Agreement

Delegated Authority (HDC) : Anna GravesCBC Lead : David Platts HDC Lead : Phil Whitaker

CC Staff Recruitment, Training & Operations

Lead : Graham Walton

Draft Terms of ReferenceThe workstream is responsible for :• Establish and test voice and data connectivity between HDC, CBC and HBBC• Configure telephony at CBC for automated payments• Specifying and developing system interfaces as agreed

ResourcesCBC ICT Manager : Aymen Khan

HDC ICT Manager : Chris James :

Revs & Bens Partnership Liaison : Tim Griffiths

ICT Workstream ToR

Draft Terms of ReferenceThe workstream is responsible for :• Reviewing all HDC telephone contacts• Developing scripts, process swimlane diagrams and workflows as appropriate in conjunction with service

managers• Specifying system interfaces to support the process flows as appropriate• Developing training material to support both telephone and F2F service provision• Develop User Acceptance Testing (UAT) test plans and conduct testing

ResourcesHDC Head of Customer Services (Lead) : Rachael Abbott

Contact Centre Business Analysts & Developers : Georgina Little

Service ‘Move and Improve’ Workstream ToR

Draft Terms of ReferenceThe workstream is responsible for :• Drafting the administrative agreement that supports the service delegation to Charnwood• Due diligence

ResourcesDelegated Authority to develop : Anna Graves

HDC Interim Customer Services Lead : Phil Whitaker

CBC Assistant Director : David Platts

:

Administrative Agreement Workstream ToR

Draft Terms of ReferenceThe workstream is responsible for :• Recruiting Contact Centre Advisors and Lagan developers to support the Harborough Contact Centre• Developing a training plan for all customer contacts• Arrange for all contact centre infrastructure to be ready and tested before training begins• Implementing the training programme

ResourcesCBC Customer Contact Centre Manager : Graham Walton

CC Staff Recruitment, Training & Operations Workstream ToR