APPENDIX 1
GAGS PROJECTS
E-Government
|
E-Government |
E-enabling council services is an open ended task and ongoing work will be required as customer and service requirements evolve. However the project will be considered complete from a GAGS point of view when the authority has fully e-enabled all of the ODPM priority areas and all relevant items on the ESD toolkit process list. |
Enabling Projects
|
CRM |
The
project is responsible for developing and rolling out the CRM system to the
call centre, the website, the corporate help centres and other front and back
office service points. The system will require continued development and
support over its lifetime but the project will be considered complete from a
GAGS point of view when the system has been rolled out to all customer facing
services, when all services are capable of using it to record and track
enquiries from the public and when all back end systems are directly or
indirectly integrated with the system. |
|
Call
centre |
The
project is responsible for developing the corporate call centre and
increasing the number of enquiries which can be resolved by that means at the
point of first contact. The call centre is expected to grow organically over
several years and it is difficult to predict the future direction,
particularly with regard to the provision of services for other agencies. The
project will be considered complete from the GAGS point of view once the
Symposium call handling system has been implemented and once general enquiry
calls for all council services are being routed through the corporate call
centre. |
|
DIP |
The
project will roll out scanning and retrieval using the DIP system across the
authority. The project will be complete when all areas which require it have
DIP and when the project has generated sufficient benefits to pay for itself
as per the business case. |
|
Website
development |
The
project is responsible for the continuing development of the council’s award
winning website to meet e-government and other requirements. Although the
project will require ongoing development and maintenance, the project will be
considered complete from the GAGS point of view once all of the council’s
services have been e-enabled through the website. |
|
E-procurement |
The
project is developing a business case for the implementation of procurement
cards, use of the IDeA marketplace and the purchase of an e-procurement
system. It is also taking into account the need to replace the Wealdon cash
receipting system and other financial systems. The project is only funded up
to the production of a Full Business Case and the project will be considered
complete at that point. A
separate project outside of GAGS will be implemented if the business case is
self financing or if additional resources are made available. |
|
BS:7799
/ business continuity |
The
project is responsible for the appointment of a specialist officer who will
develop a business case for an ICT disaster recovery / business continuity
solution and who will also develop a project plan for the achievement of
BS:7799 ICT security accreditation. The project will be considered complete
from a GAGS point of view when a Full Business Case for business continuity
has been drafted and the authority is formally accredited to the BS:7799
standard. Implementation
of a disaster recover / business continuity solution requires additional
funding and a contingency provision has been made for this. A separate
project outside of GAGS will be implemented if the business case is supported
with the necessary funding. |
|
ICT
operational requirements |
Some
of the strategic development funding for GAGS has been used to develop and
maintain the core ICT infrastructure of the authority. With two exceptions,
this work is complete although the ongoing revenue consequences of several
pieces of work will continue to be funded through the GAGS budget. The
two outstanding items are the upgrade to the Outlook system which has reached
the end of its useful life and the need to implement a corporate report
writing system to enable the effective sharing of information from corporate
and service systems. This project will be considered complete when these two
systems have been implemented. |
Organisational Change
|
Common
standards |
The
project is responsible through the front office working group for developing
and implementing a common set of customer care standards across the
authority. This work will continue to evolve with the front office working
group evolving into a Customer Service Development Group that will
continually look at the way we deliver our services will be considered
complete as a project when the following have been agreed and are embedded in
the organisation: ·
Customer service strategy / access strategy ·
Help centres development strategy ·
Customer charter ·
Customer standards ·
Performance management processes ·
NVQ based customer care training programme |
|
Call
resolution |
The
project is responsible for the development of customer care practices across
the organisation and the development of new ways of working to ensure that as
many enquiries as possible are resolved at the point of first contact. Work
in this area will continue over a number of years but from a GAGS point of
view, the project will be considered complete when 80% of the total number of
enquiries received by the organisation are regularly being resolved at the
point of first contact. |
APPENDIX 2
STRATEGIC FUNDING EXPENDITURE
