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The understanding of service levels and their delivery is critical to effective budgeting and carrying out operations in a way that ensures financial sustainability. A well-developed service catalogue allows Council to make decisions on what it wants delivered and through the budget process, resource the organisation appropriately to allow the desired outcomes to be delivered.
Key positive outcomes of a service level review are:
- Ensuring services are financially sustainable through effective budgeting
- Understanding and adjusting service levels to align with growth and financial imperatives
- Effective management of assets
- Providing Council with the capacity to determine service levels
At Mead Perry Group we believe that a structured approach to the establishment of a service catalogue is vital to ensure project outcomes are delivered within required timeframes. We are passionate about assisting with performance and service delivery within organisations.
Delivering a project of this type involves conducting a structured engagement with staff from all functional areas to map “current state” services and conduct an analysis of them.
This analysis and further research will allow us to establish what staff consider to be an ideal “future state” which will allow Management and ultimately Council to decide on and resource desired service levels.
Our approach is based on engagement with the team to ensure that we achieve staff “buy in” and ownership of any required change to their operations. In addition, it will ensure that the project will benefit from the analysis of current processes and practices and identification of opportunities to make improvements to operations through the review.
In undertaking a service level review, our suggested methodology is outlined below.
- Prepare project plan – including staff engagement/communication plan (if required)
- Prepare content and support the delivery of staff information sharing meetings
- Establish a data base tool to capture all information gathered and allow for timely reporting and an ongoing reference point
- Facilitate project functional working groups
- In this phase the groups will conduct a current analysis of services and identify any opportunities for improvement.
- Establish what staff consider to be target level/ideal future state based around best practice service delivery
- Provided workshop outcomes to groups and Management for review
- Prepare service Catalogue
A quality service catalogue is invaluable in directing organizational activity, providing clarity to the community on what will be delivered, ensuring accountability for performance in delivering agreed service levels and supporting effective budgeting.
Our holistic approach to this project is demonstrated in the diagrams below.
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