1. Harborough Contact Centre Project Governance 14/08/12

2. HDC Transformation Executive Harborough Contact Centre Project Board SRO Anna Graves ICT Leads Chris James Aymen Khan Service Move & Improve Administrative Agreement Governance Arrangements – Harborough Contact Centre Project Workstreams Programme Manager Belle Imison Lead Rachael Abbott Delegated Authority Anna Graves CC Staff Recruitment, Training & Operations Lead Graham Walton Other HDC & CBC Initiatives involving Customer Services Channel Shift Lagan Dev’ment Council Offices decant New waste arrangements Quality Assurance Bev Jolly

3. Draft Terms of Reference The Board is responsible for : Establishing a contact centre at Charnwood within the agreed project timescales Communications planning and implementation Drafting an administrative agreement for consideration and approval by each local authority Ensuring the project delivers within its agreed parameters Ensuring operational stability and effectiveness through the project implementation Plan for service review and continuous improvement Membership / role Customer Services Portfolio Holder - CBC : Cllr Jenny Bokor (joint chair ?) Customer Services Portfolio Holder : Cllr Paul Dann (joint chair ?) CBC Head of Service : David Platts (joint project manager) Interim HDC Customer Services Project Lead : Phil Whitaker (joint project manager) Project Co - ordinator : Caroline Marshall Quality Assurance : Bev Jolly Project Board ToR and Membership

4. Harborough Contact Centre Project Team Joint Project Managers : David Platts & Phil Whitaker Project Co – ordination : Caroline Marshall ICT Lead :Chris James Lead : Aymen Khan Revs & Bens Partnership Liaison :Tim Griffiths Project Team – Roles and Responsibilities by Workstream Service Move & Improve Lead : Rachael Abbott Revs & Bens Service Lead : Georgina Little Revs & Bens support : Sandra Laxton Waste Service Lead : Rachel Faulkner Other Services : Tracy Robinson Administrative Agreement Delegated Authority (HDC) :Anna Graves CBC Lead :David Platts HDC Lead : Phil Whitaker CC Staff Recruitment, Training & Operations Lead : Graham Walton

5. Draft Terms of Reference The workstream is responsible for : Establish and test voice and data connectivity between HDC, CBC and HBBC Configure telephony at CBC for automated payments Specifying and developing system interfaces as agreed Resources CBC ICT Manager : Aymen Khan HDC ICT Manager : Chris James : Revs & Bens Partnership Liaison : Tim Griffiths ICT Workstream ToR

6. Draft Terms of Reference The workstream is responsible for : Reviewing all HDC telephone contacts Developing scripts, process swimlane diagrams and workflows as appropriate in conjunction with service managers Specifying system interfaces to support the process flows as appropriate Developing training material to support both telephone and F2F service provision Develop User Acceptance Testing (UAT) test plans and conduct testing Resources HDC Head of Customer Services (Lead) : Rachael Abbott Contact Centre Business Analysts & Developers : Georgina Little Service ‘Move and Improve’ Workstream ToR

7. Draft Terms of Reference The workstream is responsible for : Drafting the administrative agreement that supports the service delegation to Charnwood Due diligence Resources Delegated Authority to develop : Anna Graves HDC Interim Customer Services Lead : Phil Whitaker CBC Assistant Director : David Platts : Administrative Agreement Workstream ToR

8. Draft Terms of Reference The workstream is responsible for : Recruiting Contact Centre Advisors and Lagan developers to support the Harborough Contact Centre Developing a training plan for all customer contacts Arrange for all contact centre infrastructure to be ready and tested before training begins Implementing the training programme Resources CBC Customer Contact Centre Manager : Graham Walton CC Staff Recruitment, Training & Operations Workstream ToR