Change management and the harder CPA Initiative overload Drivers for change Direction and priorities Change management priorities Low taxes, value for money, real choice

Change management priorities Managing change SAP Prioritisation of performance management measures Customer service Value for money and best practice management

Shared services centre HR Behavioural change Change management priorities Value for money and best practice management

Change management and the harder CPA Initiative overload Drivers for change Direction and priorities Change management priorities Low taxes, value for money, real choice

Shared services centre Low taxes Efficiency savings Financial priorities Value for money and best practice management Financial management

MTFP Budget 2006/07 to 2009/10 Budget Requirement Available to Allocate Efficiencies & Savings Council Tax Increase £m 2006/ % 2007/ % 2008/ % 2009/ %

MTFP Budget 2006/07 £m Base Budget584.0 Inflation15.4 Previously Agreed Policy Plans1.0 Other Variations Agreed in MTFP0.1 Available to allocate to Council Priorities9.2 Efficiencies and Savings-5.0 Budget Requirement604.7

Key priorities for the future  Successful completion of the SAP project  Developing our managers  Delivering efficiency savings: better procurement; improving productivity  Continuing to strengthen financial management  Better use of property assets  Improving performance management, customer focus  Finding resources to fund change  Supporting the new political environment

HIP POCKET SLIDES FOR QUESTIONS 1.BALANCED SCORE CARD 2.CUSTOMER EXPERIENCE

VALUES Customer focus Accountability One firm culture Can-do attitude etc LOW TAXES, VALUE FOR MONEY, REAL CHOICE SPECIFIC MANIFESTO PLEDGES + BUSINESS AS USUAL ?

Financial focus GoalsMeasures People focus GoalsMeasures Process focus GoalsMeasures Customer focus GoalsMeasures VALUES Customer focus Accountability One firm culture Can-do attitude etc LOW TAXES, VALUE FOR MONEY, REAL CHOICE SPECIFIC MANIFESTO PLEDGES + BUSINESS AS USUAL

Financial focus GoalsMeasures People focus GoalsMeasures Process focus GoalsMeasures Customer focus GoalsMeasures Principal service focus: if we are not doing our job our customers will let us know Low taxes, efficiency savings, budgeting, procurement Establishment, skills, targeting of resource Internal processes

© Copyright Chris Daffy 2005     Customer service ?  Customer satisfaction ?  Customer focus ? Too easy Too shallow Too narrow  Customer Experience ? All of the above plus worthwhileadditions A Change of Focus Making the Difference

© Copyright Chris Daffy 2005 “From the customer’s point of view, if they can see it, smell it, touch it, taste it, hear it, feel it, sense it, hold it, carry it, use it, step on it, step over it, or step in it ………… it becomes a part of the customer experience!” Cyril Gates – Executive Director. SOCAP What are Customer Experiences ? Making the Difference

© Copyright Chris Daffy 2005 What are Customer Experiences ? Forgettable Un-forgettable Memorable Terrible OK Terrific The Experience Zone XXX The Expectation Zone WOW OUCH RECOVERY Remarkable 95% plus of all activities Un-noticeable Making the Difference