Parking Improvement Project - Barnet Council - November 13

8/13/2019 Parking Improvement Project - Barnet Council - November 13

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Project Management

Filename: E:\Parking Improvement\PID\P_I_D_Parking_Improvement_Project PM_DRAFT_V2.0Date: 15/11/2013Version: V1.2Reference: Page 1 of 13

ProjectInitiationDocument:

ParkingimprovementProject

Author: PaulMillard/ClaireSymonds

Date: 27/11/2013

Service/Dept: CommercialServices

1.Introduction/Background

1.1introduction

/Background

Parkingworkstreams,includingoperationalandimprovementactivities,are

currentlybeingdeliveredbyvariousdepartmentswithinLBBarnet.Inaddition

therearetwo3rd

partyoperationalservicecontracts,CSG,deliveredbyCapita

whichincludesmanagingthecustomerparkingapplicationelementandNSL,

whoenforce

Traffic

Management

Orders

and

the

Controlled

Parking

Zones

for

onandoffstreetparking.

Inadditiontothesecomplexities,variousfrontandbackofficeICTsystemsare

currentlybeingusedtosupportservicedeliverywhilstreplacementor

additionalICTsystemsarebeingprocuredorimplementedseparatelybythe

varyinggroups.

ParkinginBarnethascomeunderparticularscrutinyfromMembersand

residentsinrecentmonths,largelyduetoarefundofparkingfeesfollowinga

Judicial

Review

(JR),

whilst

customer

satisfaction

in

parking

services

is

currently

theworstofallcouncilservices. Inadditiontolowsatisfactionratings,there

arealsofinancialpressuresontheMediumTermFinancialPlan(MTFP).

TheseissueswereraisedataspecialMembersSummitandledtothecreation

oftheproject.

Thereisaneedtojoinupalloftheworkstreamsongoingwithinthescopeof

oneprojectandtoensureaplannedandeffectiveprogrammeofimprovement

activitiesistransparent,visiblebutmostimportantlythatresponsibilityfor

deliverysitswithinonesingleprojectboard.Thisapproachwillenhancethe

successofallimprovementactivitiesthatcutacrossthevariousworkareas

whilstreducingthecurrentrisktotheMTFPandsubsequentlyensureparking

incomeandexpenditureisatleastcostneutralgoingforward. Itshouldbe

notedthattheoverridingobjectiveistoimprovethecustomerexperienceand

ensurethattrafficismanagedeffectivelyandflowsefficientlywithinthe

LondonBoroughofBarnet;howeverthefinancialpressurescannotbeignored.

TheCommercial&CustomerServicesDirectorhasbeenappointedasproject

sponsor.Thisprojectinitiationdocumentdefinestheapproachand

methodologytobetakenfortheremainderofthe2013/14financialyearforall

parkingimprovementactivities.


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Project Management


2.ProjectDefinition

2.1ProjectScope TheProjectInitiationDocumentisalivedocumentandshouldbe

updatedandamendedastheprojectcontinues.

TheprojectscopeincludesallLBBarnetdepartmentsandserviceareas

toincludeall3rd

partycontractors,NSL,CSG(Capita)andRe.

Thereare4workpackagesthatcapturealloftheimprovementworks

streamsongoingacrossthecouncilandrelatedcontractors.

2.2Objectives 1. Tocreate comprehensiveparkingpolicyforMemberagreement

2. Toprovidetransparencyinouraimsandobjectivesforparking

3. Togainasignificantimprovementincustomersatisfaction

4. Toprotect

the

general

fund

by

ensuring

parking

services

are

self

funding

5. Toprovideanenhancedcustomerexperienceonlineandon

phone

6. TodeliverallnewICTsystemsinsupportofparkingfunctionsand

ensurethesearejoinedupandsupportthenewCustomerPortal

7. Tostreamlinerelationshipsacrossallelementsofthecouncil

8. ToImproveNSLContractmanagementandCustomerFocus

2.3Deliverables

Deliverable

Description

Delivery

DateObjectiveLink

2.3.1

WP1ParkingServices

SignandLinesReviewPhase1Completed 31stJan2014 8

ICES**EnforcementICTSystemImplemented 1stApril2014 6

SignsandLinesReviewPhase2 1stApril2014 8

TransparentContractManagementPublish

ContractPerformance

1stMay2014 2

NSLContract

Management

Improvement

Plan

1

st

July

2014

8

MovingTrafficViolationProject 1stSept2014 4

2.3.2

WP2ParkingPolicy

OutlinePolicydraft 1stDec2014 1

PolicyFocusGroupsPhase1

InterimReport(FormativeConsultation)

20th

Dec

2014

1,2

PolicyFocusGroupsPhase2

Validation

and

Final

Report

13th

Jan2014 1,2


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Project Management


LeadMemberforParkingConsultation

ThemeMeeting

December

2014

1

1stDraftPolicy CabinetBriefing 29

thJan2014 1

FinalDraft

Policy

Cabinet

24th

Feb

2014

1

2.3.3

WP3Customer

Experience

CustomerInsightanalysisofinsightto

produceourcustomersnominal

values/priorities

31stDec2014 3,7

EndtoEndparkingproceduresandprocesses

documented

1st Feb2014 3

TMOsReconciledandParkmapImplemented

andavailabletocustomers

1stApril2014 3,6

AllE2E

Parking

Transactions

On

Line

and

integratedwithParkmap*andICES**IT

Systems(seeappendix1flowdiagram)

1stJuly

2014

3,

6,

5

NSLreviewofcodeofconduct 1stApril2014 3,8

2.3.4

WP4Communications

BarnetGuidetoParking 31stDec2013 2,3

WebContentupdatedbasedoncustomer

feedback

31stDec2013 3,5

Reviewof

Parking

customer

communications

(plainEnglishlettersandforms)31st

Dec

2013

3,

5

FormativeConsultationParkingfocusgroups 13th

Jan2014 1,2

ResidentCommunicationPlan ongoing 2,3

PublicConsultation 31stMay

2014

1,2,3


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Project Management


3.ProjectOrganisationandStructure

3.1Project

Members/Senior

Users

ProjectExecutive ChrisNaylor,ChiefoperatingOfficer

ProjectSponsor ClaireSymonds,Commercial&CustomerServices

Director

ProjectBoardMembers ClaireSymonds,LynnBishop,ChrisPalmer,Robert

McDougall,DeclanHoare,PaulBragg

ProjectManager PaulMillard,ParkingImprovementProject

Manager

ParkingServicesWork

Package(WP1)

LynBishop,DirectorofStreetScene

PaulBragg,HeadofParkingServices

ParkingPolicyWork

Package (WP2)

DeclanHoare,LeadCommissionerHousing&

Environment

CustomerExperience

WorkPackage(WP3)Claire

Symonds,

Director

of

Commercial

and

CustomerServices

Marketingand

CommunicationsWork

Package(WP4)

ChrisPalmer,HeadofMediaandCommunications

Project

Structure


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Project Management


Project Sponsor

Claire Symonds

Project Manager

Paul Millard

WP1

Parking

Services

Project Executive

Chris Naylor

WP2

Parking Policy

WP3

Customer

Experience

WP4

Communications

Project Board Members

Lynn Bishop, Paul Bragg, Declan Hoare, Chris Palmer, Robert McDougall


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Project Management


4.ProjectApproachandControls

4.1ProjectApproach Prince2Methodology

4.2.Project

documentation

ProjectInitiationDocument(PID) DeliveryBoard

signoff

4.2.1 WorkPackagesagreedandsignedoff ProjectBoard

Signoff

4.2.2 BiWeeklyprojectHighlightreporttoincludeRAG

Status,Exceptions,RAIDLog

ProjectBoard

4.2.3 ProgrammePlan

ProjectplanforeachWorkPackage

Project

Board/Members

4.2.4

Exceptionreporting

to

Project

Sponsor

as

and

when

necessaryProject

Sponsor


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Project Management


4.ProjectApproachandControls(Cont.)

4.3ProjectControl

Summary

Summary:

All

work

pertaining

to

improvements

for

parking

to

includeall3rd

partycontractors,shouldhave

oversightthroughtheprojectviatheworkpackage

documentsandhighlightreportupdates.

ProjectManager

4.3.1ProjectControl

Documents

ProgrammePlanoverviewofmilestonesfromall

workpackages.Maintainedandproducedbi weekly

andtrackedagainstdeliverabletimeframesMS

Project

ProjectManager

ProjectPlanscontainedwithinworkpackage.

Reportedbiweeklyandtrackedagainsttimeframe

deliverablesMSproject

ProjectManager

HighlightreportRAGStatus;Highlightandupdates

oneachworkpackage;Exceptionsandissues

ProjectManager

RiskLogOverallriskregisterforallworkpackages

withintheproject.Excel

ProjectManager

6.QualityAssurance

6.1ProjectQuality

Assurance

Allworkpackageswillincludeoversightofallimprovementworks

pertainingtoparking.TheprojectboardwillactasQAforeachofthe

workpackagesviaupdatesfromtheprojectmanager.

Theprojectmanagerwillscrutiniseandhaveoversightofthe

deliverablesforeachworkpackageandwillreportbyexceptioninthe

areasthatrequirefurtherQAbytheprojectboard.


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Project Management


AppendixA:InitialProjectPlan

Action Start EndParkingPolicyCommissioningInstructiontoRe 15/10/2013 15/10/2013

1stMilestone OutlnePolicy Retoproduceparkingpolicytemplatetoincludestatutoryelements 01/ 11/ 2013 29/ 11/2013

KeyLBBStakeholdersworkshop Streetscene;Parkingdesign; 26/11/2013 26/11/2013

ResidentFocusgroupsdesign 25/11/2013 29/11/2013

Residentfocusgroups:

2xResidentNonPermitHolderGroups

1XNonHighStreetbusiness

1XCPZholders

LegalChallengePanel(thoseactiveinJR)

2X

High

Street

Traders

InterimresidentFocusgroupreportfeedback 16/12/2013 20/12/2013

2ndMilestone DeliveryBoardApprovalParkingImprovementproject 04/12/2013 04/12/2013

PaperDeadlineSCB 06/12/2013 06/12/2013

SCB Consultation 10/12/2013 10/12/2013

SecondResidentFocusGroups validationofinterimreport 07/01/2014 10/01/2014

FinalFocusGroupreport 10/01/2014 13/01/2014

Finalfocusgroupfeedbackbriefingfedintodraftpolicypaperforcabinetbriefing 13/01/2014 17/01/2014

3rdMilestone FinalOutlineParkingPolicy 13/01/2014 17/01/2014

ProjectBoarddraftpolicyapproval,Legal,FinanceandGovernance 13/01/2014 17/01/2014

Finalamendmentstothedraftparkingpolicyandpaperforcabinetbriefing 13/01/2014 17/01/2014

4thMilestone 1stDraftParkingPolicy 19/01/2014 19/01/2014

CabinetBriefingPaperdeadline 19/01/2014 19/01/2013

5thmilestone

Cabinet

Briefing

29/01/2014 29/01/2013

CabinetBriefingFeedbackIntoPolicy 30/01/2012 07/02/2013

CabinetPaperdeadline 18/02/2014 18/02/2014

5thmilestone Cabinet FinalDraftParkingPolicy 25/02/2014 25/02/2014

UpdatedDraftPolicyamendmentsfromCabinetforproposedparkingpolicy 26/02/2014 28/02/2014

PublicofficialconsultationonParkingPolicy 01/03/2014 30/05/2014

09/12/2013 13/12/2013

ParkingPolicyProjectPlan

Communications

Action Start EndBarnetParkingguide aplainenglishparkingguideto[parkingsevices 01/11/2013 31/12/2013

Analysis

of

resident

feedback

on

the

current

parking

web

pages 01/11/2013 30/11/2013WebContentreviewbasedonresidentfeedback 30/11/2013 31/12/2013

LetterandCommunicationtoresidentsonparkinggathering 01/12/2014 30/11/2013

reviewallletterandcommstoresidnetsonparking 02/12/2014 31/12/2013

ResidentCommunciationsPlansupportandguidance 01/01/2014 01/05/2014

ResidentFocusgroupsdesignFormativeConsultationSupportandGuidance 18/11/2013 17/01/2014

PublicConsultation 01/03/2014 30/05/2014

CommunciationsProjectPlan


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Project Management


CustomerExperience/ParkingServices ICTSystems

Action Start End

Parkmap

implementation

(Assumed

dates

awaiting

cost

of

change

TBC

29

11

2014) 01/11/2013 01/05/2014Parkmapfunctionality overviewincluding webportalsolution 02/12/2013 06/12/2013

RetoconfirmTMOdatainputtimescalesandcosttoLBBCommercial 15/11/2013 29/11/2013

Decisiononprojecttimelinesvs.costproposal 29/11/2013 03/12/2013

TMO'sloadedontoParkMap(TBA) 01/11/2013 01/02/2014

TMOParkmaptoPhysicallinesandsignsreconciled(TBA) 01/12/2013 01/04/2014

Parkmapgolive(TBA) 01/04/2014 01/04/2014

Parkmapavailabletocustomerviawebsite(TBA) 01/04/2014 01/05/2014

ICESEnforcementSystemImplementation 02/12/2014 01/07/2014

ICES CustomerFrontendportalandfunctionality overview 02/12/2013 06/12/2013

MemberapprovaltoterminateCivicaContract 01/11/2013 30/11/2013

AgreementtoCivicatoreleasedatatostartICESImplementation HIGHRISKITEM 01/12/2013 31/12/2013

ALLICTInterimBenefitsAnalysisreporttoprojectboard 09/12/2013 13/12/2013

ICESConfigurationandrequirementsspecification (designandbuild) (TBA) 01/01/2014 28/02/2014

Test

and

train

(TBA) 01/03/2014 31/03/2014ICESGoLive(TBA) 01/04/2014 01/04/2014

LBBWebsite Parkingspecific Phase1designandspecification 01/07/2014 01/07/2014

Codesignworkshopswithresidents 01/12/2013 31/12/2014

Co designresidentsworkshop 01/11/2013 22/11/2013

CSGtoconfirmpriorityofservicespecificscope 25/11/2013 06/12/2103

finaloutputsfromcodesignworkshop 04/12/2013 04/12/2013

kanatransactionintegrationdesign (Parkinganticipatedtobepriority1/2andincostofcontractdelivery) 01/12/2013 31/12/2013

Servicespecificworkshops SeeAppendixDapproach 01/12/2013 31/12/2013

QA InterimreportforcustomerproposalforALLendtoendparkingtransactionstoprojectboard 01/01/2014 14/01/2014


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Project Management


AppendixB:CommunicationsPlan

Internalcommunications:

ProjectHighlightreportswillbedistributedtothekeyinternalstakeholdersona

monthlybasis

Updatereportstotherelevantgovernancemeetingswillbemadeavailablemonthly

ProjectPlanswillbedistributedtoSeniorusers/internalstakeholdersonamonthly

basis

Highlightreport,ExceptionreportandRAIDlogstobimonthlyProjectboard

meetings

CustomerCommunicationsPlan

Keycustomerstakeholderswillbeinvitedtofocusgroupstounderstandthekey

issuesonparkingandcommunicateandQAtheparkingimprovementproject

TheProjectInitiationdocumentwillbemadeavailableonlinetoresidents

ProjectPlans

willbeupdatedongoingandpublishedtothewebsitemonthly

Focusgroupattendeeswillbekeptupdatedonamonthlybasisviaaproject

summaryupdate


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AppendixC:InitialRiskRegister

Ref Risk Description Impact

Likelihood

Impact

ICESimplementation isdelayed IncreasedCivicacostimpactspressurisedparkingexpenditure budget ImpactsCSG'sAbilitytodeliverseamlessonlineparkingtransactionsontime Impactstimelineforintroducingmovingtrafficviolations Delaysimprovedmanagementinformationonenforcement ImpactsthePCNappeals/payprocessandcustomerexperience DelaysNSLContractManagementimprovements Impacts

LBBs

ability

to

be

transparent

with

enforcement

data

Commissioningreputationisdamagedwithmembers Project signed

Impactsabilitytoproducesufficientandriskfreebudgetforecast Focus gfor Dec

CustomersatisfactionsremainslowProject

joined u

parties

CSG'sabilitytochannelshifthighlevelofparkingcalls risktoincreasecostCSG ha

and exp

and inte

planning

Abilitytoimporvecustomersatisfactionandshannelshift. Investmenthigherthannecessary

2

Website does not deliver end to end

online parking transactions that satisfy

customer demand/expectations

Low High 3

Draft Policy is rejected by members in

JanuaryMedium High

Initial

Assessment

Civica do not release data in order for

NSL to implement new enforcement

system ICES on 1.04.2014

1 High High

Street s

paymen

New systems e.g. ICES, Parkmap and

customer portal not fit for purpose fromcustomer perspective4

Medium Medium

a

and exp

and intelannin


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AppendixD:ParkingOnLine DesignFlowDiagram

CSG CRM and Website - Design Process Diagra

CSGService AreaWorkshops

Technical Design and

Integration (CSG)

Website and Customer Portal

Parking ServicesStreet Scene

Customer Services

Co Design Resident WorkshopsInsi ht Customers To Ten


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Project Management


DocumentControlFilepath E:\ParkingImprovement ProjectManagement\PID

Reference P_I_D_ParkingImprovementProject

Version PMDRAFTV1.1

Datecreated 08_11_2013

Status DRAFT

DocumentHistoryDate Version Reasonforchange Changesmadeby

05_11_2013 DRAFT

V1.0

Draftinconstruction PaulMillardand

ClaireSymonds

27

11

2014

Draft

2.0

Final

Draft

Claire

Symonds

DistributionList:Name Role Date

ClaireSymonds ProjectSponsor 28112014

DeclanHoare LeadCommissioner 28112014

LynnBishop StreetSceneDirector 28112014

ChrisPalmer HeadofCommunications 28112014

PaulBragg HeadofParkingSystems 28112014

TomPike

Head

of

Programme

Management

28

11

2014

GabrielleMelvin ProgrammeandResourcesAdvisor 28112014

ApprovalsName Role Signature Date

ChrisNaylor,

DeliveryBoard

Representative

ChiefOperatingOfficer