1 Extract from management workshop slides – project scope ESD Toolkit Cost Architecture

2 What is the Process Review Scope? –This project is focussed on: The Registration Service –The processes within scope are: Issue of extracts Citizenship ceremony administration Genealogy searches and enquiries –The processes out of scope are: Licensing administration Court administration Nationality Checking Service administration Education appeals; Attendance Council; and Work Permits General registration enquiries i.e. change of name Parlour based registration services – 4% of total no of registrations Call Service Centre work queue management Civil marriage and partnership ceremonies – 13% Naming ceremonies and renewal of vows ceremonies Citizenship ceremonies Registration of Births – 43% Registration of Deaths – 42% Registration of Marriages and Civil Partnerships – 7% Registration of Still Births – 0.1%

3 What is the Process Review Scope? –Geographical areas to be included: Cambuslang Carluke East Kilbride Hamilton Lanark Larkhall (citizenship back office) Lesmahagow (extracts only) Rutherglen *Strathaven (extracts only) –Stakeholder areas to be included: Q&A (filter services) CSC (first point of contact for all telephone service requests) Parlour services data collection: Biggar, Crawford, Douglas, *Strathaven (cost calculation only)

4 What is the Process Review Scope? Out of scope: –Costing of overheads

5 Why we chose these activities? Non standard areas of registration Opportunities to identify improvements in each of the processes Currently developing genealogy service Policy and legislative changes mean that the service workload will reduce in the near future

6 Who are the Customers and Stakeholders? The recipients of the service: Internal –Council staff (genealogy) –Council services requiring extracts –Members services (citizenship) External –Members of the public Stakeholders –General Register Office (registration) –Home Office (citizenship) –Lord Lieutenant's Office (citizenship) –Unions

7 Who delivers the service? The service is delivered by: Internal –Management team –Team leaders and assistant team leaders –Administration team –Call service centre team –Q&A teams at Blantyre, East Kilbride and Lanark –Administration team for Citizenship ceremonies External –Parlour service registrars

8 Core System Goals What are the specific things you want to achieve?: –Overview of service costs for Executive Director –Improve customer service –Streamline processes –Generate income

9 Key process stages and timescales w/c w/c w/c w/c w/c w/c w/c w/c Financial data collection Staff awareness and consensus session Process data collection Process mapping workshop (As Is process and value analysis) Customer journey mapping Process mapping workshop (To Be process, business case, implementation plan) Common process mapping exercise Value analysis and consensus workshop Presentation to management team Case study Pilot evaluation report

10 What team do we need to ensure success? Project Sponsor: Geraldine McCann (Head of service) Senior data user: Teresa Stone (Operational Manager) Senior data supplier: Moira Cooper Project improvement officer: Aileen Shiells Financial data collection team: Carol McKee and ad-hoc support as required Process data collection team: Moira Cooper and Aileen Shiells. Moira to confirm ad- hoc requirements Customer journey mapping team: Moira Cooper and Aileen Shiells. Moira to agree additional resource requirements with Teresa Project improvement team (workshops) As Is and To Be process mapping, value analysis and consensus: –Moira Cooper –Lindsay Robertson –Paula Wells –Emma Crossan

11 Action Checklist –What are the timescales for the project? Case study to be reported by December 2009 –What communication to the team and organisation is required? The following communication is required: –Workshop teams ABC training – Aileen Shiells –Wider staff group ABC briefing – Aileen Shiells/Moira Cooper –Union (Unison) - Aileen to speak to Union –CSC and Q&A ABC briefing – Aileen to speak to Anne Brown –Risk assessment To be completed and copy returned to Aileen Shiells

12 What’s next? Plan each stage in more detail Deliver awareness and training sessions to staff Collect and evaluate current data

13 ESD Toolkit Cost Architecture