Developing Partnership Working – A case study Sara Teers, Head of Registration 12 May 2010

Making the Case for Change New governance – removal of former District boundaries Customer expectations ‘Double counting’ of work Withdrawal of bank cheques from everyday usage Business Continuity/Emergency Planning Wider sharing of best practice

Business Challenges Relationships with neighbouring authorities Finding common ground – Efficiency Agenda A phased approach to change Movement of security stock – or not? Security/transfer of register pages .

Business Challenges Changes to working practices Communication with customers regarding future certificates Cultural change & staff buy-in Potential loss of certificate income Impact of future legislation

Anticipated Outcomes Improved customer experience ‘One and done’ approach Income from certificate sales An efficiency saving (officer time) No requirement for transfer of security stock Improved partnership working

Developing an Agreement Determine scope Consider any wider benefits/opportunities Deputise staff Agree duration Review period

Developing an Agreement Implementation timescales Complaints and Customer feedback Monitoring technical standards Involving GRO Account Manager

Summary of Benefits Improved customer service All parties benefit Developing partnerships Tangible time savings Potential to expand into other areas

Any questions? Sara Teers Sara.teers@hants.gov.uk 01962 873508 0773 831 2749