1. Response Panel Tuesday 5 th April 2005 Keith Townsend, Joe Tavernier

2. Items for Discussion The Government’s Agenda – Gershon & Implementing e - Government Progress Update Making it ‘real’ Universal Services – Development Making it ‘real’ in Universal Services – Streets Making it ‘real’ in customer services (libraries) Questions & Discussion

3. The Government Agenda - Gershon Sir Peter Gershon reviewed public sector efficiency Strip out back office function (HR, ICT etc) Transfer resources to front-line services Total Local government target by 2007/08: £6.45 billion Improving productivity and enhancing value for money NOT about cuts in services

4. Response, Gershon & IeG Platform to deliver Gershon changes Puts our focus on becoming customer- centric Transforms whole council Moves resources to front-line services Delivers e-enabled services Enables our customers to contact in new ways e.g. internet Delivers flexible/mobile working

5. Progress Update Refurbishment of Perceval House underway Ground and first floors due to finish July The Village refurbishment complete Formal consultation with tranche one staff 90 day consultation has started Good Trades Unions working relationships Employee Forum, fortnightly meetings

6. Next Steps Streets, Development & Choice (Tranche 1): Implementation phase from July 05 Adult Soc Services, parking, housing & HR (Tranche 2): completing business design - Implementation from October 05 Children’s Soc Services, Schools, ‘Support’ functions & strategy (Tranches 3 & 4): beginning March 05 - Appoint change champions, project planning, business design Perceval House refurbishment continues with 5 th floor from July

7. What’s in a name Universal Services (Streets) = Street Environment Universal Services (development) = Built Environment Choice Services = Cultural Services

8. Making it ‘real’ in Street Environment Joe Tavernier

9. The public realm - whose borough is it anyway? Clean & Green contract Enforcement Best Value – BVPI 199 Customer Satisfaction

10. How is Response going to assist in real service improvement?

11. Clean & Green Contract will deliver… Integrated contract – a real chance for success Payment linked to performance Improved use of ICT to support services Contractor direct link to Response channels Council staff freed up to be (more) proactive

12. Response Council will deliver… Front line accountability Envirocrime Prevention The customer is always right … … we have the data to prove it. GIS Mobile technology - PDAs

13. Making it ‘real’ in Libraries Keith Townsend

14. £6.62 million investment starting 2005/06: Buildings, ICT and book stock improvements Creation of Response Points to provide further access to council services – telephone, internet and postal drop Consistent information and advice provided by our staff Libraries to be proud of

15. Libraries providing better and more consistent Service for customers Modern libraries able to provide 21 st Century services – (Supporting IeG) A more cost effective service (more visitors for the same cost) & improved performance against statutory PIs (Supporting Gershon) Response Council will deliver…

16. We’re doing it now and entering a new phase of transforming Ealing Delivering Response will deliver improved services and meet the Government’s agenda: - Better environment and services - Better customer service (including libraries) We’re here to help! Conclusions

17. Q & A