Serco Internal

Serco core contract performance in Hertfordshire8th June 2012Matthew Bramwell – Serco Operations director

Serco Internal

What have we been trying to achieve?

Shared partnership goals

● Improve the customer experience whilst addressing the cost challenge

● Share responsibilities for the customer experience● Have an active role in the council’s transformation● Develop long‐term relationships● Achieve industry recognition by winning awards together● Become a ‘trusted partner’

Serco Internal

Functions within the partnership

Core Services and Programme Team 553 FTE

Programme Management Office 3 Staff

Programme Management Office 3 Staff

Customer Transformation Programme        16 Staff

Customer Transformation Programme        16 Staff

Exec               

8 Staff

Exec               

8 Staff

ICT             

141 Staff

ICT             

141 Staff

Facilities Management

142 Staff

Facilities Management

142 Staff

Occupational    Health          

4 Staff

Occupational    Health          

4 Staff

Catering    Services              22 Staff

Catering    Services              22 Staff

Customer   Service Centre & 

ASK US                 121 Staff

Customer   Service Centre & 

ASK US                 121 Staff

FM  24/7 Helpdesk              5 Staff                

(1st Mar 2012)

HCC Highways       15 Staff             

(23rd Jan 2012)

HCC Highways       15 Staff             

(23rd Jan 2012)

HCC Adult    Social Care              108 Staff           

(1st Apr 2012)

HCC Adult    Social Care              108 Staff           

(1st Apr 2012)

Dacorum FM     17 Staff              

(1st May 2012)

Dacorum FM     17 Staff              

(1st May 2012)

2011/12 Deepening & Widening 145 FTE

Transactional Services 

(HR/Payroll/Fin/OH)            

96 Staff

Transactional Services 

(HR/Payroll/Fin/OH)            

96 Staff

Serco Internal

Serco in Hertfordshire

Andy WilliamsFacilities Mgmt Head of Service

Andy WilliamsFacilities Mgmt Head of Service

Matthew BramwellOperations

Director

Matthew BramwellOperations

Director

Peter CorcoranTransactional Svcs

Head of Service

Peter CorcoranTransactional Svcs

Head of Service

Amanda Carey McDermott

Partnership Director

Amanda Carey McDermott

Partnership Director

Kathy JoelCustomer SvcsHead of Service

Kathy JoelCustomer SvcsHead of Service

Pauline PickeringSocial Care SvcsHead of Services

Pauline PickeringSocial Care SvcsHead of Services

Sylvester EseigbeProgramme DirectorSylvester EseigbeProgramme Director

Karen SuttonCommercial

Director

Karen SuttonCommercial

Director

Nefertiti Chukwuma

Performance &Reporting Mgr

Nefertiti Chukwuma

Performance &Reporting Mgr

Claire PhilipsFinance Manager

Claire PhilipsFinance Manager

Paul VaterICT

Head of Service

Paul VaterICT

Head of Service

Frazer DawkinsPartnership

Development Director

Frazer DawkinsPartnership

Development Director

Chris BarberOrganisation &

Change Manager

Chris BarberOrganisation &

Change Manager

Phil GrantSolution Delivery

Manager

Phil GrantSolution Delivery

Manager

Pierre MorelProgramme Office

Manager

Pierre MorelProgramme Office

Manager

Carl MatthewsHR/Payroll

Service Ops Mgr

Carl MatthewsHR/Payroll

Service Ops Mgr

Kathy JoelCSC

Service Ops Mgr

Kathy JoelCSC

Service Ops Mgr

Glenn WeaverAsk Us

Service Ops Mgr

Glenn WeaverAsk Us

Service Ops Mgr

Kim KattenhornService Ops MgrKim KattenhornService Ops Mgr

Sandra BarleyBusiness Support

Manager

Sandra BarleyBusiness Support

Manager

Julia EdwardsFacilities Manager

County Hall

Julia EdwardsFacilities Manager

County Hall

Dawn FurnellHR

Manager

Dawn FurnellHR

Manager

Andy BowieApplications

Manager

Andy BowieApplications

Manager

Julia ClarkeService Delivery

Mgr

Julia ClarkeService Delivery

MgrJames Leckie

Occ HealthJames Leckie

Occ Health

Nefertiti Chukwuma

Performance &Reporting Mgr

Nefertiti Chukwuma

Performance &Reporting Mgr

Emma AshleyBenefits Manager

Emma AshleyBenefits Manager

Andy BowieApplications

Manager

Andy BowieApplications

Manager

Phil PageSnr ProjectManager

Phil PageSnr ProjectManager

Justin MerryLead Project

Manager

Justin MerryLead Project

Manager

Dave HoughtonGovernance

Manager

Dave HoughtonGovernance

Manager

Siu-ki LauDesign Authority

Siu-ki LauDesign Authority

Debbie McCanceFacilities Manager

Stevenage

Debbie McCanceFacilities Manager

Stevenage

Shane NelFacilities Manager Apsley & Dacorum

Shane NelFacilities Manager Apsley & Dacorum

Eric MatthewsFacilities Manager

Mundells

Eric MatthewsFacilities Manager

Mundells

Lloyd LoveseySecurity/H&S

Lloyd LoveseySecurity/H&S

Steve BrentInfrastuctureSteve BrentInfrastucture

Beulau WhiteProgramme Office

Beulau WhiteProgramme Office

Sue CrossFinance

Sue CrossFinance

Elaine TreadgoldService Delivery

Mgr

Elaine TreadgoldService Delivery

Mgr

Ginnie MoodieService Delivery

Mgr

Ginnie MoodieService Delivery

Mgr

Steve GoodladService Delivery

Mgr

Steve GoodladService Delivery

Mgr

Sharon RuseService Delivery

Mgr

Sharon RuseService Delivery

Mgr

Lyn GwinnService Delivery

Mgr

Lyn GwinnService Delivery

Mgr

Herts SMS Strategic Partnership Delivering a leading edge full service operating model

Customer Service CentreCustomer Service Centre

HighwaysHighways

ServicesServices

Social Care Social Care

ServicesServices

Occupational Health ServicesOccupational Health Services

Facilities Management ServicesFacilities Management Services

Finance & HR Transactional ServicesFinance & HR Transactional Services

ICT ServicesICT Services

Transforming the Customer Journey

1 million pieces of Herts mail processed per annum

35,000 people paid across Herts every month 

630,000 calls a year covering over 20 services

Referrals improved from 10 week to 2 week wait time 

Over 80,000  IT helpdesk calls handled per annum

All10 Districts in active discussions to take core services

Serving over 1 million citizens

Ground breaking scaleable technology to enable channel shift and £12m savings in first phase of transformation 

Over 300 new staff   integrated in year 1

4Districts already contracted to take services

Framework to support Districts/PoliceA flagship model for local government partnership to drive 

synergies and efficiencies through scale

£35m in guaranteed savings on core services over 

the 8 year contract life

Serving Herts em

ployees

Core Service Performance – KPI’s

● The Relevant Services that currently make up the SHSMS are:

Human Resources and Payroll (HRP)

Occupational Health (OH)

Information Communication and Technology (ICT)

Finance (FN)

Facilities Management (FM)

Customer Contact Services (CCS)

Ask Us (formerly called IBSH – Integrated Business Support Helpdesk)

● Each Relevant Service has its own Key Performance Indicators (KPIs) with a potential to attract Performance Deductions where the defined level of performance is not achieved.

Core Service Performance

● Overall Monthly KPI achievement has  remained above 90%month on month 

● Averaging  96% for the year 2011/2012

Mar 2011

Apr2011

May 2011

June2011

Jul 2011

Aug2011

Sep2011

Oct2011

Nov2011

Dec 2011

Jan2012

Feb2012

Mar2012

KPIs that are Relevant for this Reporting Period

160 193 192 193 191 179 182 176 178 183 185 183 196

SFC 1 3 3 0 1 1 1 1 0 0 2 0 1 1SFC 2 3 0 1 1 0 0 0 0 0 1 2 1 2SFC 3 3 2 2 1 2 2 1 2 2 2 3 3 4

KPI Exceptions by Service Failure Category (SFC)

SFC 4 10 5 3 3 2 1 3 3 2 4 7 6 8

Total KPI Exceptions

19 10 6 8 5 4 5 5 4 9 12 10 15

Performance Deductions (Agreed Post SOB)

34,162 13,769 324 3,357 4,523 3,910 3,745 0 0 10,741 3,509 1, 267 9,322

ICT service desk had a challenging start

0

50

100

150

200

250

Apr‐11

May‐11

Jun‐11

Jul‐11

Aug‐11

Sep‐11

Oct‐11

Nov‐11

Dec‐11

Jan‐12

Feb‐12

Mar‐12

Average Queue  Time (in seconds) 2011‐2012

50%

55%

60%

65%

70%

75%

80%

85%

90%

Apr‐11

May‐11

Jun‐11

Jul‐11

Aug‐11

Sep‐11

Oct‐11

Nov‐11

Dec‐11

Jan‐12

Feb‐12

Mar‐12

First Time Fix 2011 ‐2012 

First Time Fix  Target of 68%

The overall performance of the ICT service desk has continually improved month on month since the start of the new contract, from a position last April where we were only achieving a 35% of calls being answered within 20 seconds and call wait time of up to 30 minutes, we are now delivering 79% of calls answered in 20 seconds with an average wait time of just over 20 seconds.

Customer Satisfaction

● Customer Service Centre

Mystery shopping exercises conducted by the Hertfordshire County Council staff post‐contact  customer surveys (by phone and email).

The average quality score for the 12 months leading up to December 2011 was 81%, 

Increased to 91% in the February 2012, the highest score recorded for the CSC

● Facilities Management

The Catering service result was 84%. This represents a 10% improvement from when the service began in October. 

Soft FM services recorded a satisfaction score of 99%. 

Hard FM services recorded a rating of 92.96% 

● Transactional Services

Finance scored a satisfaction rating of 92%,  

Occupational health General score was at 91% and OH Manager was at 97%.  

HR Payroll scored a combined 79%. 

● ICT

Overall Customer Satisfaction for the Information Technology Service was 96.53%

● All Service areas work with HCC colleagues on Service Improvement plans to increase service user satisfaction.

Hertfordshire Framework & Propositions Summary May 2012

North Herts

Welhat

Dacorum

 

East Herts

Stevenage 

Three Rivers 

Watford 

Broxbo

urne

 

St Albans 

Hertsmere 

Herts Con

stab

Accounts Payable 2 2 0 0 2Accounts Receivable 2 2 0 0 2HR & Payroll 2 2 0 2 2 0 1 2Occupational Health Services 4 3 4 0 0 3 3 0 0 2

Customer Contact Services 2 0 2 2 2

Facilities management 2 2 4 2 2 1 0 2

 ICT Service  2 0 0 2 2 2 2 2 2 2

Appetite for services 57% 39% 36% 21% 21% 18% 18% 18% 18% 7% 36%

22/08/2012

Key

To Qualify

0 No interest in outline business case for service

1 Detailed business case delivered ‐ decision not to proceed

2 Outline business case ‐ to follow up

3Detailed business case delivered ‐ Commitment to proceed to order  ‐ pending cabinet approval

4 In Service

●Appetite for service expressed as a % of maximum score (28)

22/08/2012

Performance Summary

● A very successful, but challenging first year of the contract

● Our aim, over the coming year, is to build on the good work done so far and continue to work together with HCC in Partnership. 

● User feedback for service provision suggests we are getting it right but have highlighted areas that need improvement. 

● It has been a good year, but one that could not have been achieved without the great work of the Serco and HCC teams together with the support of the Hertfordshire County Council Senior Officers, their commitment and time. 

● We look forward to continuing to provide a range of high quality services for HCC over the coming year.