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et.Inaddition therearetwo3rdpartyoperationalservicecontracts,CSG,deliveredbyCapita whichincludesmanagingthecustomerparkingapplicationelementandNSL, whoenforceTrafficManagementOrdersandtheControlledParkingZonesfor onandoffstreetparking. Inadditiontothesecomplexities,variousfrontandbackofficeICTsystemsare currentlybeingusedtosupportservicedeliverywhilstreplacementor additionalICTsystemsarebeingprocuredorimplementedseparatelybythe varyinggroups. ParkinginBarnethascomeunderparticularscrutinyfromMembersand residentsinrecentmonths,largelyduetoarefundofparkingfeesfollowinga JudicialReview(JR),whilstcustomersatisfactioninparkingservicesiscurrently theworstofallcouncilservices.Inadditiontolowsatisfactionratings,there arealsofinancialpressuresontheMediumTermFinancialPlan(MTFP). TheseissueswereraisedataspecialMembersSummitandledtothecreation oftheproject. Thereisaneedtojoinupalloftheworkstreamsongoingwithinthescopeof oneprojectandtoensureaplannedandeffectiveprogrammeofimprovement activitiesistransparent,visiblebutmostimportantlythatresponsibilityfor deliverysitswithinonesingleprojectboard.Thisapproachwillenhancethe successofallimprovementactivitiesthatcutacrossthevariousworkareas whilstreducingthecurrentrisktotheMTFPandsubsequentlyensureparking incomeandexpenditureisatleastcostneutralgoingforward.Itshouldbe notedthattheoverridingobjectiveistoimprovethecustomerexperienceand ensurethattrafficismanagedeffectivelyandflowsefficientlywithinthe LondonBoroughofBarnet;howeverthefinancialpressurescannotbeignored. TheCommercial&CustomerServicesDirectorhasbeenappointedasproject sponsor.Thisprojectinitiationdocumentdefinestheapproachand methodologytobetakenfortheremainderofthe2013/14financialyearforall parkingimprovementactivities.
Filename: E:\Parking Improvement\PID\P_I_D_Parking_Improvement_Project PM_DRAFT_V2.0 Date: 15/11/2013 Version: V1.2 Reference:
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2.2Objectives
TheProjectInitiationDocumentisalivedocumentandshouldbe updatedandamendedastheprojectcontinues. TheprojectscopeincludesallLBBarnetdepartmentsandserviceareas toincludeall3rdpartycontractors,NSL,CSG(Capita)andRe. Thereare4workpackagesthatcapturealloftheimprovementworks streamsongoingacrossthecouncilandrelatedcontractors. 1. TocreatecomprehensiveparkingpolicyforMemberagreement 2. Toprovidetransparencyinouraimsandobjectivesforparking 3. Togainasignificantimprovementincustomersatisfaction 4. Toprotectthegeneralfundbyensuringparkingservicesareself funding 5. Toprovideanenhancedcustomerexperienceonlineandon phone 6. TodeliverallnewICTsystemsinsupportofparkingfunctionsand ensurethesearejoinedupandsupportthenewCustomerPortal 7. Tostreamlinerelationshipsacrossallelementsofthecouncil 8. ToImproveNSLContractmanagementandCustomerFocus DeliverableDescription Delivery Objecti Date veLink SignandLinesReviewPhase1Completed 31stJan2014 8 ICES**EnforcementICTSystemImplemented SignsandLinesReviewPhase2 TransparentContractManagementPublish ContractPerformance NSLContractManagementImprovementPlan MovingTrafficViolationProject OutlinePolicydraft PolicyFocusGroupsPhase1 InterimReport(FormativeConsultation) PolicyFocusGroupsPhase2 ValidationandFinalReport 1stApril2014 1stApril2014 1stMay2014 1stJuly2014 1stSept2014 1stDec2014 20thDec 2014 13thJan2014 6 8 2 8 4
1 1,2 1,2
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Project Management 2.3.3 WP3Customer Experience LeadMemberforParkingConsultation ThemeMeeting 1stDraftPolicyCabinetBriefing FinalDraftPolicyCabinet CustomerInsightanalysisofinsightto produceourcustomersnominal values/priorities EndtoEndparkingproceduresandprocesses documented TMOsReconciledandParkmapImplemented andavailabletocustomers AllE2EParkingTransactionsOnLineand integratedwithParkmap*andICES**IT Systems(seeappendix1flowdiagram) NSLreviewofcodeofconduct December 2014 29thJan2014 24thFeb 2014 31stDec2014 1stFeb2014 1stApril2014 1stJuly2014 1stApril2014 31stDec2013 1 1 1
3,7
3 3,6 3,6,5
2.3.4 WP4Communications
3,8
BarnetGuidetoParking
WebContentupdatedbasedoncustomer 31stDec2013 feedback ReviewofParkingcustomercommunications 31stDec2013 (plainEnglishlettersandforms) FormativeConsultationParkingfocusgroups 13thJan2014 ResidentCommunicationPlan PublicConsultation ongoing 31stMay 2014
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Project Management 3.ProjectOrganisationandStructure 3.1Project ProjectExecutive Members/Senior ProjectSponsor Users ProjectBoardMembers ProjectManager ParkingServicesWork Package(WP1) ParkingPolicyWork Package(WP2) CustomerExperience WorkPackage(WP3) Marketingand CommunicationsWork Package(WP4)
ChrisNaylor,ChiefoperatingOfficer ClaireSymonds,Commercial&CustomerServices Director ClaireSymonds,LynnBishop,ChrisPalmer,Robert McDougall,DeclanHoare,PaulBragg PaulMillard,ParkingImprovementProject Manager LynBishop,DirectorofStreetScene PaulBragg,HeadofParkingServices DeclanHoare,LeadCommissionerHousing& Environment ClaireSymonds,DirectorofCommercialand CustomerServices ChrisPalmer,HeadofMediaandCommunications
ProjectStructure
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Project Board Members Lynn Bishop, Paul Bragg, Declan Hoare, Chris Palmer, Robert McDougall
WP4 Communications
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Project Management 4.ProjectApproachandControls 4.1ProjectApproach 4.2.Project documentation 4.2.1 4.2.2 4.2.3 4.2.4
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Project Management 4.ProjectApproachandControls(Cont.) 4.3ProjectControl Summary Summary: Allworkpertainingtoimprovementsforparkingto includeall3rdpartycontractors,shouldhave oversightthroughtheprojectviatheworkpackage documentsandhighlightreportupdates. ProgrammePlanoverviewofmilestonesfromall workpackages.Maintainedandproducedbiweekly andtrackedagainstdeliverabletimeframesMS Project ProjectPlanscontainedwithinworkpackage. Reportedbiweeklyandtrackedagainsttimeframe deliverablesMSproject HighlightreportRAGStatus;Highlightandupdates oneachworkpackage;Exceptionsandissues RiskLogOverallriskregisterforallworkpackages withintheproject.Excel ProjectManager
4.3.1ProjectControl Documents
ProjectManager
ProjectManager
ProjectManager ProjectManager
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09/12/2013 13/12/2013
16/12/2013 04/12/2013 06/12/2013 10/12/2013 07/01/2014 10/01/2014 13/01/2014 13/01/2014 13/01/2014 13/01/2014 19/01/2014 19/01/2014 29/01/2014 30/01/2012 18/02/2014 25/02/2014 26/02/2014 01/03/2014
Communications
CommunciationsProject Plan Action BarnetParkingguideaplainenglishparking guideto[parking sevices Analysis ofresidentfeedbackonthecurrentparkingwebpages WebContentreviewbasedonresidentfeedback LetterandCommunicationtoresidents onparkinggathering reviewallletterandcomms toresidnets onparking ResidentCommunciations Plansupportandguidance ResidentFocus groups designFormativeConsultationSupportandGuidance PublicConsultation Start 01/11/2013 01/11/2013 30/11/2013 01/12/2014 02/12/2014 01/01/2014 18/11/2013 01/03/2014
20/12/2013 04/12/2013 06/12/2013 10/12/2013 10/01/2014 13/01/2014 17/01/2014 17/01/2014 17/01/2014 17/01/2014 19/01/2014 19/01/2013 29/01/2013 07/02/2013 18/02/2014 25/02/2014 28/02/2014 30/05/2014
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Project Management AppendixB:CommunicationsPlan Internalcommunications: ProjectHighlightreportswillbedistributedtothekeyinternalstakeholdersona monthlybasis Updatereportstotherelevantgovernancemeetingswillbemadeavailablemonthly ProjectPlanswillbedistributedtoSeniorusers/internalstakeholdersonamonthly basis Highlightreport,ExceptionreportandRAIDlogstobimonthlyProjectboard meetings CustomerCommunicationsPlan Keycustomerstakeholderswillbeinvitedtofocusgroupstounderstandthekey issuesonparkingandcommunicateandQAtheparkingimprovementproject TheProjectInitiationdocumentwillbemadeavailableonlinetoresidents ProjectPlans willbeupdatedongoingandpublishedtothewebsitemonthly Focusgroupattendeeswillbekeptupdatedonamonthlybasisviaaproject summaryupdate
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Ref
Risk Description
Impact
Initial Assessment
Likelihood Impact
Action
Revised Assessment
Likelihood Impact
ICESimplementationisdelayed IncreasedCivicacostimpactspressurisedparkingexpenditure budget ImpactsCSG'sAbilitytodeliverseamlessonline parkingtransactionsontime Impactstimeline forintroducingmovingtrafficviolations Delaysimprovedmanagementinformationonenforcement Impactsthe PCNappeals/payprocessandcustomerexperience DelaysNSLContractManagementimprovements ImpactsLBBsabilitytobe transparentwithenforcementdata Commissioningreputationisdamagedwithmembers
Medium High
Civica do not release data in order for NSL to implement new enforcement system ICES on 1.04.2014
Street scene to look into withholding payment until data transfer is available
High High Medium High
Website does not deliver end to end online parking transactions that satisfy customer demand/expectations
New systems e.g. ICES, Parkmap and Abilitytoimporvecustomersatisfactionandshannel shift. customer portal not fit for purpose from Investmenthigherthannecessary customer perspective
Medium Medium
Project plan has been agreed and signed off by Project Board Focus groups are designed and set up for Dec and Jan to feed into policy Project structure and plan with CSG is joined up and inclusive across all third parties and systems. CSG have "in-house" technical ability and expertise to deliver middleware and integration with proper scoping and planning CSG have "in-house" technical ability and expertise to deliver middleware and integration with proper scoping and planning
Low
Medium
Low
High
Low
Medium
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Co Design Resident Workshops Insight Customers Top Ten Parking Services Street Scene CSG Service Area Workshops Services Re (DRS) ParkMap Technical Design and Integration (CSG) Website and Customer Portal NSL ICES Systems
Customer
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DocumentHistory Date Version 05_11_2013 DRAFT V1.0 27112014 Draft2.0 DistributionList: Name ClaireSymonds DeclanHoare LynnBishop ChrisPalmer PaulBragg TomPike GabrielleMelvin Approvals Name ChrisNaylor, DeliveryBoard Representative Role Signature ChiefOperatingOfficer Date Role ProjectSponsor LeadCommissioner StreetSceneDirector HeadofCommunications HeadofParkingSystems HeadofProgrammeManagement ProgrammeandResourcesAdvisor Date 28112014 28112014 28112014 28112014 28112014 28112014 28112014 Reasonforchange Draftinconstruction FinalDraft Changesmadeby PaulMillardand ClaireSymonds ClaireSymonds
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