1. Transforming Edinburgh Building Services
Alex Burns & Caroline Purcell
The Partnership between City of Edinburgh Council and Pinnacle Group

2. A Winning Partnership! APSE Service Awards 2006 Winner
For Best Public/Private
Partnership Working Initiative

3. A huge personal and professional challenge
A Personal Insight...
What did the Partnership mean to me back in 2003?
A personal threat
Recognition that old ways not delivering
New way & style of managing required
Key (difficult) messages to be communicated with the staff SO
A huge personal and professional challenge

4. Partnership Working Aiming for Excellence Team Briefing
Building Futures
Trading Places
First Steps
Lunchtime Academy
Sofa Club
Modern Managers Initiative
Teambuilding

5. Partnership Working Tenants First Lettable Standard
Business Process Re-engineering
Mobile Working
Schedule of Rates
Bonus Review
Stores Review
Financial Reporting Systems
Project Management Office

6. Some Cultural Norms (for those needing a change)
Let’s wait until…
Why change?
It’s too risky
It’s too radical
The boss / board will not like it
We don’t have the money / time / people

7. EBS Vision
“ To be the best building services provider in the public sector - on paper and in practice - providing services that exceed customer expectations, delivered by people who recognise the need for constant improvement”

8. Partnership Values Be clear on what kind of change is required
Plan, plan, plan
Pre-empt resistance
Set short term goals
Prepare employees
Walk the talk
All hands on deck
Avoid complacency

9. The Partnership Approach
Communications plan
Cascade of meetings
Set agenda focusing on key issues
Focus on performance & improvements
Know your finances
Training & development

10. EBS Today I Letting the troops decide Communicating from the front
Performance matters
Letting managers manage
Learning from customers
New ways of working
Helping people perform

11. EBS Today II 5 days from call to appointment (was 8 weeks!)
Empty homes turnaround in 10 days (was over 20!)
Complaints reduced five fold
Kitchen & bathroom refurbishment halved
Training budget grown by 5000% (yes!)
80% of staff now have confidence in their manager (was 20%!)

12. A Winning Partnership reprise
Clear understanding of the objectives of the partnership and respective roles
Having agreed the roles, creating space for both sides to operate within the defined roles
Being clear, from the outset, about what the objectives mean in terms of delivery
On occasions being prepared to challenge and accept the challenge - its healthy in the long run!
Clarity
Trust
Responsibility
Honesty