The Governance ‘Chore’

• Capturing Business Performance and

Governance information is the end in itself.

• The report is produced and ‘sent’.

• Then what?

• Why is governance actually important?

Governance

• The word governance derives from the Greek verb κυβερνάω [kubernáo] which means to steer and was used for the first time in a metaphorical sense by Plato.

• What information will you use and what activities will you undertake to define how you ‘steer’ your business?

Governance Data is the input. Value is the output.

• Data or evidence relating to your business performance

• Data or evidence relating to understanding your customer

satisfaction

VALUE

Governance Data?

• Information on service performance against key

metrics

• Information on key issues and risks

• Information on customer satisfaction

Getting to Value and World Class..

• The key activity should be analyzing evidence and data – not collecting it, aggregating it etc.

• The outputs should be – Better / Excellent Service– Continuously Improving– Adding Value / Innovation– Communicating Effectively– Reducing Cost– Developing specialized competence– Expanding role

To World Class…..

What is the evidence telling you?

Key points for analysis?

• Are you measuring the correct things?• Is the issue profile aligned to KPI performance? • Is the risk profile of the service red, amber or green?• Is the customer satisfaction score aligned to the KPI

performance and the issue score?• What is driving KPI score – process efficiency,

resource availability, skills, volumetrics?

Accelerate the path to value

• Gather the governance information you need quickly and easily.

• Ensure you have a consistent approach to capturing information on performance, issues and risks.

• An approach that allows the information collected to be aggregated effectively to provide clear visibility of the effectiveness and development of your relationships.

What’s our approach?

• An online portal that allows users to capture information on KPIs, Issues and Risks.

• Workflow engine to alerts users as appropriate to capture data or follow up on actions.

• Online dashboards and downloadable reports.• Our approach? Simpler is better.

Governance Dashboards

• Governance Dashboards can be aggregated by specific areas, services etc

• High level dashboards product automatic scoring and extract key issues and risks for executive review.

Your approach?

• Get the information you need quickly. • Analyse it.• Take the actions necessary to be world class.

• BUILD BETTER BUSINESS RELATIONSHIPS