Private Customer WorkshopPrivate Customer Workshop
Mark Rae, SBSA, Corporate Team
• General issues from audit.
• Private Customer Perspective.
SBSA Audit process do farSBSA Audit process do far
- History
- Ministerial Appointments
-Development of the Balanced Scorecard
SBSA Audit process so farSBSA Audit process so far
- Audit process
- Gathering information
- Auditing a verifier
Audits undertakenAudits undertaken
• Stirling 10 – 11 May 2006• North Lanarkshire 14 -15 June 2006• Perth and Kinross 22 – 23 August
2006• North Ayrshire 5 – 6 September
2006• Dundee City 25 -26 October 2006• Midlothian 28 -29 November 2006
The Five PerspectivesThe Five Perspectives
• Public Interest• Private Customer• Internal Business• Continuous Improvement• Finance
Balanced Scorecard workshopBalanced Scorecard workshop
Verifiers will have in place by Verifiers will have in place by 30 September 2006 the 30 September 2006 the principles of a customer charter principles of a customer charter which encompasses areas such which encompasses areas such as:as:
- guidance to stakeholders- accessibility of service- measurable targets- customer views
Private customerPrivate customer
• Wording of perspective
• Charters developed
• Guidance to stakeholders
Private customerPrivate customer
• Accessibility of service
• Performance targets
• Customer views
Customer ChartersCustomer Charters
• Promotion of service
• Information about service
• Cost
Guidance to stakeholdersGuidance to stakeholders
• Good range of material available
• Simplistic language
• Availability in different languages and different forms
• Contact details
Accessibility of serviceAccessibility of service
• Good access
• Reception areas
• Availability of staff
• Electronic/phone access
Performance targetsPerformance targets
• No statutory performance indicators.
• Targets have to be SMART
SBSA Corporate Target SBSA Corporate Target number 9number 9
• Target 9: Verifiers
• To audit the verifiers who have been appointed.
• To audit approximately eight local authorities by May 2007.
SMART TargetsSMART Targets
• Specific• Measurable• Achievable• Realistic• Targeted
Performance MeasuresPerformance Measures
• Clear vision
• Honesty about what is achievable
• Development of targets with your customers
Customer viewsCustomer views
• Key element
• What is a customer
• How do we engage with customers
• What are the benefits
Key points Key points
• Charters produced• Performance measures• Range of activities to seek
customer views• User-friendly guidance• Benchmarking activity