A group of 10 Scottish councils has implemented a joint
performance management system within six months, helping them to
meet service standards set nationally.
The system has allowed the councils to present
performance-related information in a consistent format, focus
resources where they are most needed, get early warning of failing
services, reduce the burden of reporting and set up benchmarks to
share best practice.
The system, which measures performance in housing benefit
departments, also helped the councils monitor performance
interdependencies and measure the impact of new initiatives
designed to improve performance.
The consortium of councils, from southern and eastern Scotland,
found that although they had been improving performance, the
methods and processes to measure this were fragmented and not
always aligned with strategic priorities.
National performance management frameworks helped the councils
create the same measures of performance, and via a cross-council
design authority, build a final framework for councils to measure
performance.
From the outset the consortium aimed to create measurable
performance improvement without increasing work for housing benefit
and IT departments.
The councils chose a web-based hosted system because it could be
rolled out across the consortium without the need for major
hardware investment within each authority. It also offered users
secure access to performance data from any internet access
point.
The performance assessment system was built and is hosted by
supplier AspireView. The system extracts data from multiple
back-office systems and uses common XML schema based on Department
for Work and Pensions guides. Other data is captured in a
semi-automated fashion, via e-mail to a designated updater.
Within six months, the system was delivered across 10 local
authorities and all 150 users required training. Face-to-face
training tailored to individual roles was supplemented by
computer-based training to allow any new users to be trained on the
system or current users to be refreshed.
One person from each authority received a range of training
including change management, performance management and a high
level of system training, as well as personal coaching twice a week
to support the implementation process.
The project has now secured further funding from the Department
for Work and Pensions to increase its scope. The consortium plans
to increase its range to cover 27 councils with representatives
from England and Wales. It also plans electronic reporting to the
Department for Work and Pensions and to bring all back-office
system suppliers into the project.
After reviewing the project, the consortium said the main lesson
learned was to agree an action plan from each participating local
IT department for their role in ensuring the automated process
could be efficiently implemented.
Participating authorities
- Dundee City Council
- East Ayrshire Council
- East Renfrewshire Council
- East Lothian Council
- Renfrewshire Council
- North Ayrshire Council
- North Lanarkshire Council
- Midlothian Council
- West Lothian Council
- Scottish Borders Council