Service Improvement Plan. A table of planned service improvements comprising identification, a very brief description, status, the expected delivery date, resource allocated and any other information of interest: Description Progress and status Actions and Issues Delivery Date Responsibility
Service Improvement Plan. The service improvement plan shall set out SHP’s proposals for improving service delivery during the coming year and shall be set in a ‘SMART’ format, with specific, measurable and achievable actions, target dates and lead officer names. It shall also be in an organised structure, related to function area, and shall address areas of previously identified underperformance where these have occurred. Finance Plan The finance plan shall comprise a summary of the approved Housing Revenue Account (HRA) estimates for the forthcoming year and a breakdown of the SHP management fee by key expenditure area. The latter shall also show any additional sources of SHP income projected for the following year. In addition, the finance plan shall set out a summary of the approved HRA capital programme, showing key areas of expenditure and sources of income.
Service Improvement Plan. Customer Involvement Opportunities This report contains involvement priorities for the year. Twice a year • Managers • Barnsley Federation of Tenants and Residents • Website has a full report • Summary in Open House and Annual Report. Measuring impact We can deliver against and monitor all of the promises we’ve made in this agreement but how do we know it’s made a difference for all of our customers and that those involved have been happy with their involvement. We measure impact of resident involvement in the following ways. STAR Survey Each year we employ an independent company to undertake the STAR survey on our behalf. The survey is sent to a random 2500 Berneslai Homes tenants. The survey will always contain two questions aimed at assessing satisfaction with our involvement service. Based on the 2014 survey we expect the following level of satisfaction: • We expect that at least 70% of customers are satisfied that they have the opportunity to make their views known. • We expect that at least 74% of customers are satisfied that we listen to and act upon their views. XXXX and Barnsley Federation Satisfaction Survey We undertake a XXXX and Federation review every two years. We aim to have satisfaction of at least 75% with the overall support given to them by Xxxxxxxxx Homes. Steering Group Review We will complete a steering group review once every two years and we aim to have at least 75% satisfaction. Complaints about our Customer Involvement • We would not expect to receive more than 5 complaints in any one year relating to the customer involvement service. • We would not expect more than 25% of complaints about the service to be upheld. Customer Involvement Impact Assessments We have many different methods and opportunities for customers to become involved in our service. It’s vital that we assess each method for impact and cost. This ensures that we know whether the involvement has made a difference and at what cost. We do this via our Customer Involvement Impact Assessment process which considers the following. • What we expect to get out of the involvement. • Who was involved. • How were they involved. • The cost of the involvement (which includes officer time and other associated costs). • How satisfied were the involved people with the process. • Outcomes – or the difference the involvement has made. • Overall value for money of the activity. We aim to complete this and publish it by the end of September each year and agree with Barnsley Federati...
Service Improvement Plan. 5.2 A Service Improvement Plan must specify:
