Rushcliffe – great place, great lifestyle, great sport Rushcliffe Borough Council From good to great…

Rushcliffe – great place, great lifestyle, great sport great council Rushcliffe What does Performance Management look like in your organisation?

Rushcliffe – great place, great lifestyle, great sport Where we were CPA Good “Although there is a framework for performance management, the council still has some way to go to establish a performance management culture” Challenge: Making a good authority great

Rushcliffe – great place, great lifestyle, great sport What staff said Reward good performance, tackle poor performance USE performance management information – don’t just record it Encourage people to develop a greater sense of responsibility towards their work More of a personal touch, face to face communications I will have to leave to get on, I want to be developed

Rushcliffe – great place, great lifestyle, great sport great council Rushcliffe PEOPLE CULTURE SYSTEMS PERFORMANCE MANAGEMENT

Rushcliffe – great place, great lifestyle, great sport People DevelopmentRestructureLeadership Forum Back to the floor Generic and leadership competency framework Internal talent pool Shadowing Mentoring and coaching 360 degree appraisals

Rushcliffe – great place, great lifestyle, great sport great council Rushcliffe People

Rushcliffe – great place, great lifestyle, great sport Comfort zones People Education and professional training Professional Learning and development Current Professional Head of Service Professional Expertise Management expertise Head of Service Position discomfort Management competency Development and growth Future Career Choices e.g DCE Comfort Zone Experienced Manager Head Of Service New Comfort Zone Development and growth Reward plus Active Learning, Development and Support

Rushcliffe – great place, great lifestyle, great sport Senior Management Team Managerial Values and Focus  Performance Focus  Can do Attitude  People Matter – Customers, Members, Staff and Partners People given more authority to act Grown ups treating others as grown ups Exercise tight control of performance Focus on outcomes Look at horizons, challenge & adapt Everyone to be sharp of mind and kind of spirit Learning from each other and sharing experiences Opportunities for personal development Encourage and reward staff

Rushcliffe – great place, great lifestyle, great sport staff awards Recognition- People

Rushcliffe – great place, great lifestyle, great sport great council Rushcliffe Exercise One: People

Rushcliffe – great place, great lifestyle, great sport CULTURE Culture  Altering Attitudes  Customer Centric  Performance is not an add on, it’s part of the job  Accountability for own performance  People are ‘Proud’

Rushcliffe – great place, great lifestyle, great sport great council Rushcliffe Engagement Find out Friday’s Employee Liaison Group Tea and Biscuits sessions ListeningFeedback Chief Executive Newsletters Performance Displays Bacon Butty sessionsStaff and Members’ Matters Staff Sessions

Rushcliffe – great place, great lifestyle, great sport Reputation Management System  Service Pledges  Branding  Consultation  Customer feedback  Mystery Shopping  Redress  CCA award in customer service

Rushcliffe – great place, great lifestyle, great sport great council Rushcliffe People Exercise Two: Culture

Rushcliffe – great place, great lifestyle, great sport Systems COMMUNITY PARTNERSGOVERNMENT LOCAL GOVERNMENT SECTOR

Rushcliffe – great place, great lifestyle, great sport great council Rushcliffe

Rushcliffe – great place, great lifestyle, great sport  Holistic View Management of the service as a whole  Two way Process  Timely  Action Plans Performance Clinics

Rushcliffe – great place, great lifestyle, great sport Service Planning  Holistic View  Involve the whole team – Service planning away days ownership  Golden Thread

Rushcliffe – great place, great lifestyle, great sport great council Rushcliffe People Exercise Three: Systems

Rushcliffe – great place, great lifestyle, great sport Our Performance Percentage of Council Tax collected Percentage of Non-domestic Rates collected Percentage of household waste sent for reuse, recycling and composting Percentage of relevant land and highways that is assessed as having deposits of litter Percentage of enquires dealt with by the CSC at the first point of contact 98.7% 52.23% 2.8% 80.1% 98.96%

Rushcliffe – great place, great lifestyle, great sport Municipal Journal Achievement Awards Council of the Year finalist Municipal Journal Achievement Awards Public/ Private Partnership winner Winner of LGC Partnership Award 2009 Letsrecycle.com award - Crew of the Year 2009 National Training Award 2009 Contact Centre Association Accreditation 2009 Shortlisted for the Institute of Revenues Ratings and Valuation (IRRV) Benefits team of the Year award 2008 LGC Challenge second place 2009 Our Achievements

Rushcliffe – great place, great lifestyle, great sport Highest Customer Satisfaction Nationally amongst districts 65.7% (Place Survey 2008) Highest customer perception of value for Money Nationally amongst districts 52.2% (Place Survey 2008) Focused and committed staff CPA Excellent 56/60 CAA Assessment Our Achievements

Rushcliffe – great place, great lifestyle, great sport  Savings and budgets  Working in Partnership  Total place  Changing Governments  Flexibility and resilience Where next?

Rushcliffe – great place, great lifestyle, great sport Rushcliffe’s approach Know your customers needs (Performance Management led and resource switching) Know your organisations future need to maintain progress (Future Investment) Know your customers expectations (What must you continue go deliver ) Efficiency and Saving opportunities

Rushcliffe – great place, great lifestyle, great sport great council Rushcliffe People Exercise Four: New year’s resolution - What 3 promises do you make?

Rushcliffe – great place, great lifestyle, great sport Top Tips to become GREAT  Create The Culture  Invest in your staff  Reward success  Set the pace  Have your finger on the pulse  Have the right tools for the job