Public Protection Service 20089 Charter Mark and Electronic

Public Protection Service 2008/9 Charter Mark and Electronic Data Management System (EDMS) Improve performance and efficiency together with improving customer service

Improve performance and efficiency together with improving customer service Two Major Projects for 2008/9 SMP Objective to assist the service to focus on and improve customer service and delivery issues and build on the work already undertaken • Charter mark • Electronic Data Management System (EDMRS)

Charter Mark Standard • What is Charter Mark? • Why Use Charter Mark? • Which Public Protection Service areas?

Charter Mark • Governments national standard for customer service for organisations delivering public services • Tool to Improve the service - Method of self assessment & toolkit for improvement - Expert external feedback from formal assessment - Achieve good value by listening to customers more, more satisfied users, perform better and use resources wisely

Charter Mark Need to show that the service: • Sets clear service and performance standards, meets standards, monitors and reviews standards • Actively engages with customers, partners and staff, consults, communicates clearly and provide full information about services

Charter Mark • Is fair and accessible to everyone and promotes choice • Continuously develops and improves • Uses resources effectively and imaginatively • Contributes to improving opportunities and quality of life in the communities we serve

Charter Mark • Aim to attain Charter mark for the whole service over the next 12 -18 months • - Starting with: Animal Health Consumer Advice Health and Safety Licensing

Electronic Data Management and Workflow Project • Implementation of document management and workflow project using Civica’s W 2 system linked to existing M 3 database • Already being successfully used by Revenues and Benefits • Currently being implemented by Planning

EDMRS Objectives: • Improve information flow in office and with stakeholders • Multi access to case files linked with M 3 • Improve Performance Management • Improve Efficiencies and Effectiveness • Create more office space (less paper use/ files)

EDMRS • A project Board and Project Team will be established to handle and manage the implementation which will take six months to complete • A training programme will need to be developed • Back scanning of archived documents will commence this financial year

EDMRS In addition This system should eventually enable the Service to provide electronic access to up to date Public Protection data, by the public, consultees and other departments and agencies through the web