Post on 24-Jun-2020
Imp
rovem
en
t P
lan
– H
eri
tag
e
Th
em
es
Ac
tio
ns
an
d k
ey m
ile
sto
ne
s
Ac
co
un
tab
leo
wn
er
Sta
rtD
ate
(m
m/y
y)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
f D
escri
ptio
n
Str
ate
gic th
em
es
2
1D
eve
lop
a s
tra
teg
y f
or
He
rita
ge
E
sta
blis
h k
ey t
he
me
s a
cro
ss
He
rita
ge
Se
rvic
es,
wh
ich
are
a
lign
ed
to
the
jo
int
Cu
lture
S
erv
ice
s s
tra
teg
y
He
rita
ge
M
an
age
r
(HM
)
Und
erw
ay
Mar
20
13
He
rita
ge
Sta
ff
Th
e H
eri
tag
e
Se
rvic
ere
str
uctu
re w
ill
en
su
re t
ha
t th
e
se
rvic
e is
reso
urc
ed
ap
pro
pria
tely
to d
eliv
er
the
m
ed
ium
– t
o
lon
g t
erm
vis
ion
an
d
pri
ori
tie
s.
Lin
k t
o t
he
co
rpo
rate
aim
s a
nd
o
bje
ctive
s
HM
Und
erw
ay
Mar
20
13
Se
t cle
ar
ob
jective
s f
or
sta
ff -
se
ttin
g o
ut
the
lin
ks b
etw
ee
n t
he
fu
nctio
ns
HM
Und
erw
ay
Mar
20
13
Co
nsu
lta
tio
n w
ith
in
tern
al a
nd
e
xte
rna
l p
art
ne
rs
HM
Fe
b2
01
3M
ar
20
13
Fin
alis
e a
nd p
ub
lish
HM
Und
erw
ay
Mar
20
13
2
De
live
r C
om
me
rcia
l A
rch
ae
olo
gy –
Ma
na
ge
me
nt
Actio
n P
lan
(M
AP
)
D
eliv
er
the
MA
P in
fu
ll H
MU
nd
erw
ay
Ap
r2
01
3H
eri
tag
eE
nte
rpri
se
(HE
) M
an
ag
er
R
evie
w o
f th
e M
AP
m
id J
an
ua
ry
20
13
Clo
se
mo
nito
rin
g o
f th
e
ma
na
ge
me
nt
of
pro
jects
an
d t
he
fin
an
cia
l po
sitio
n o
f th
e u
nit
HM
Und
erw
ay
Ap
r2
01
3H
E M
an
ag
er
En
su
re c
urr
en
t in
co
me
ta
rge
t is
a
ch
ieve
d t
o e
limin
ate
an
y
sh
ort
falls
aga
inst
targ
et.
HM
Und
erw
ay
Ap
r2
01
3H
E M
an
ag
er
Re
po
rt t
o C
om
mu
nitie
s S
ele
ct
Co
mm
itte
e t
o o
n in
co
me
a
ch
ieve
d a
nd
op
tio
ns f
or
the
fu
ture
HM
Ap
r2
01
3Ju
n2
01
3
1T
his
co
lum
n is for
futu
re u
se
to
re
po
rt o
n p
rog
ress in
de
live
rin
g t
he
re
co
mm
en
da
tio
ns
An
ne
x 1
6
Page 5
Th
em
es
Ac
tio
ns
an
d k
ey m
ile
sto
ne
s
Ac
co
un
tab
leo
wn
er
Sta
rtD
ate
(m
m/y
y)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
fD
escri
ptio
n
Str
ate
gic th
em
es
1
3Im
pro
ve
Bra
nd
ing
Imp
rove
ma
rke
tin
g a
nd
p
rom
otio
n o
f th
e S
urr
ey H
isto
ry
Ce
ntr
e a
s a
bro
ad
er
cu
ltu
ral a
nd
to
uri
st
facili
ty a
nd
use
oth
er
ch
an
ne
ls o
f d
eliv
ery
(o
nlin
e a
nd
o
nsite
) to
pro
mo
te t
he
mu
lti-
use
o
f S
urr
ey H
isto
ry C
en
tre
. P
rom
ote
Su
rre
y H
erita
ge
se
rvic
es t
o c
om
mu
nitie
s a
cro
ss
Su
rre
y –
De
live
r in
lin
e w
ith
th
e
He
rita
ge
Str
ate
gy
HM
&
Ju
lian
Po
ole
y(J
P)
Und
erw
ay
Ju
l2
01
3H
eri
tag
e S
taff
In
tern
al
Co
mm
s S
taff
IMT
Sta
ff
Dir
ecto
rate
Su
pp
ort
Ju
lian
P
oo
ley L
ea
d
Off
ice
r
En
su
re t
ha
t e
asy s
elf-s
erv
ice
o
ptio
ns a
re a
va
ilab
le f
or
cu
sto
me
r con
ve
nie
nce
an
d t
o
red
uce
ad
min
istr
ative
ove
rhe
ad
s
HM
&
JP
Ja
n2
01
3Ju
l2
01
3H
eri
tag
e S
taff
IM
T S
taff
C
on
tact
Ce
ntr
eD
ire
cto
rate
Su
pp
ort
Ju
lian
P
oo
ley L
ea
d
Off
ice
r
En
su
re t
ha
t a
ll H
eri
tag
e s
erv
ice
s
we
b p
ag
es a
re lin
ke
d,
em
plo
yin
g in
telli
ge
nt sea
rch
an
d
oth
er
fea
ture
s t
ha
t e
nh
an
ce
th
e
cu
sto
me
r’s jo
urn
ey w
he
re c
ost-
eff
ective
HM
&
JP
Ju
l2
01
3D
ec
20
13
He
rita
ge
Sta
ffIM
T S
taff
In
ve
stm
en
tco
sts
Ju
lian
P
oo
ley L
ea
d
Off
ice
r
Imp
rove
sig
na
ge
at
the
ce
ntr
e
an
d u
nd
ert
ake
an
Exp
o E
ve
nt
to
pro
mo
te s
erv
ice
s w
ith
bo
th t
he
co
mm
un
ity a
nd
pa
rtn
ers
.
HM
&
JP
Ju
n2
01
3A
pr
20
14
He
rita
ge
Sta
ff
Pro
pe
rty
Se
rvic
es
Ju
lian
P
oo
ley L
ea
d
Off
ice
r
An
ne
x 1
7
Page 6
Th
em
es
Ac
tio
ns
an
d k
ey m
ile
sto
ne
s
Ac
co
un
tab
leo
wn
er
Sta
rtD
ate
(m
m/y
y)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
fD
escri
ptio
n
Str
ate
gic th
em
es
1
Imp
rove
pe
rfo
rma
nce
by
incre
asin
g c
om
mu
nity
en
ga
ge
me
nt
an
d p
art
ne
rsh
ip
wo
rkin
g a
cro
ss t
he
co
un
ty.
HM
Nov
20
12
Ju
l2
01
3H
eri
tag
e S
taff
All
Te
am
s
4
Re
vie
w F
acili
tie
s a
t S
urr
ey
His
tory
Ce
ntr
e
Re
vie
w f
acili
tie
s a
t S
urr
ey
His
tory
Ce
ntr
e a
nd
ne
ed
s f
or
ad
ditio
na
l a
rch
ive
an
d
arc
ha
eo
log
ica
l sto
rag
e to
en
su
re
tha
t fa
cili
tie
s a
re a
pp
rop
ria
te a
nd
co
st
eff
ective
. A
s p
art
of
a lo
ng
-te
rm p
rop
ert
y
str
ate
gy,
revie
w r
ece
ption
are
a,
use
of
the
se
arc
hro
om
, o
the
r p
ub
lic a
rea
s a
nd
th
e I
T
pro
vis
ion
s th
at
are
ava
ilab
le t
o
the
pu
blic
HM
Mar
20
13
Ap
r2
01
5H
eri
tag
e S
taff
, IM
T S
taff
P
rop
ert
yS
erv
ice
sIn
ve
stm
en
tco
sts
-re
ve
nu
e a
nd
p
ossib
leca
pita
l
Po
ten
tia
l to
in
cre
ase
inco
me
ge
ne
ratio
n
Imp
rove
fo
otf
all
– E
nco
ura
gin
g
gre
ate
r a
ccess b
y p
art
icu
lar
eq
ua
lity g
rou
ps
HM
Und
erw
ay
Ap
r2
01
5H
eri
tag
e S
taff
O
pp
ort
un
itie
s
to I
ncre
ase
In
co
me
Ma
inta
in p
erf
orm
an
ce
sta
nd
ard
s
in r
ela
tio
n t
o c
usto
me
r sa
tisfa
ctio
n
HM
Und
erw
ay
Ap
r2
01
5H
eri
tag
e S
taff
O
pp
ort
un
itie
s
to I
ncre
ase
In
co
me
5
Imp
rove
Sh
are
d S
erv
ice
s
S
ha
re b
est
pra
ctice
in r
ela
tio
n t
o
de
live
rin
g
a c
usto
me
r –
fo
cu
se
d
se
rvic
e
HM
Und
erw
ay
De
c2
01
3H
eri
tag
e S
taff
An
ne
x 1
8
Page 7
Th
em
es
Ac
tio
ns
an
d k
ey m
ile
sto
ne
s
Ac
co
un
tab
leo
wn
er
Sta
rtD
ate
(m
m/y
y)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
fD
escri
ptio
n
Str
ate
gic th
em
es
1
Ra
tio
na
lise
th
e w
eb
site
s a
nd
im
pro
ve
th
e c
usto
me
r jo
urn
ey
HM
Ju
l2
01
3D
ec
20
13
He
rita
ge
Sta
ff
IMT
Sta
ff
Cu
sto
me
rS
erv
ice
s S
taff
An
e-p
aym
en
t syste
m is
req
uir
ed
to
fa
cili
tate
de
live
ry o
f th
e in
co
me
ta
rge
t £
22
2k o
ve
r 6
ye
ars
HM
Und
erw
ay
De
c2
01
3H
eri
tag
e S
taff
IM
T S
taff
C
usto
me
rS
erv
ice
s S
taff
D
ire
cto
rate
Su
pp
ort
H
M t
o
ch
ase
IM
T
an
d k
ee
p
PV
R le
ad
a
nd
Ho
S u
p
to d
ate
with
th
e p
rog
ress
6
Bro
ad
en
lin
ks w
ith
oth
er
Co
un
cil
Se
rvic
es
B
roa
de
n s
erv
ice
use
rs th
rou
gh
p
art
ne
rsh
ip w
ork
ing
!
Lin
k t
o t
he
de
ve
lop
me
nt
of
the
Cu
ltu
ral H
ub
!
To
uri
sm
Ag
en
da
HM
Ap
r2
01
3A
ug
20
13
He
rita
ge
Sta
ff
Cu
ltu
reS
erv
ice
s S
taff
D
ire
cto
rate
Su
pp
ort
7D
eve
lop
Ze
ro B
ase
d
Bu
dg
ets
th
at
will
dri
ve
in
co
me
exp
an
sio
n a
nd
co
st
eff
icie
ncie
s
Pla
nn
ing
Ad
vis
e –
Ch
arg
ing
to
a
lign
th
e s
erv
ice
with
oth
er
au
tho
ritie
s a
nd
oth
er
de
pa
rtm
en
ts w
ith
in
the
Co
un
cil
!
Se
t q
ua
lity s
tan
da
rds f
or
activity b
ein
g d
eliv
ere
d
!
Imp
rove
te
ch
no
log
y t
o
en
ha
nce
th
e H
eri
tag
e
da
ta
!
Incre
ase
opp
ort
un
itie
s to
o
ffe
r p
rofe
ssio
na
l se
rvic
es t
o p
art
ne
rs
HM
Und
erw
ay
Ap
r2
01
3
Und
erw
ay
Se
pt
20
13
De
c2
01
3
De
c2
01
3
He
rita
ge
Sta
ff
Exp
ecte
d
inco
me
£1
77
k
fou
r ye
ars
An
ne
x 1
9
Page 8
Th
em
es
Ac
tio
ns
an
d k
ey m
ile
sto
ne
s
Ac
co
un
tab
leo
wn
er
Sta
rtD
ate
(m
m/y
y)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
fD
escri
ptio
n
Str
ate
gic th
em
es
1
Lo
ok a
t th
e p
ote
ntia
l to
in
cre
ase
in
co
me
th
rou
gh
th
e s
elli
ng
of
loca
l p
rod
ucts
HM
Und
erw
ay
De
c 1
3
He
rita
ge
sta
ff
C&
CD
ire
cto
rate
Su
pp
ort
Pu
blis
h f
am
ily h
isto
ry r
eco
rds o
n
line
- O
pp
ort
un
ity t
o g
en
era
te
inco
me
an
d a
lso
to
ha
ve
fre
e
use
of
the
dig
itis
ed
an
d in
de
xe
d
reco
rds a
nd
pro
vid
e e
nh
an
ce
d
acce
ss to
the
dig
itis
ed m
ate
ria
l
HM
Und
erw
ay
He
rita
ge
sta
ff
£1
00
k
(in
clu
din
gV
AT
) in
co
me
a
ssu
red
ove
r th
e p
eri
od
2
01
1/1
2-
20
15
/16
with
fu
ture
in
co
me
to
be
d
ete
rmin
ed
ba
se
d o
n
nu
mb
er
of
we
bsite
hits.
Th
is p
roje
ct
als
o c
rea
tes
the
po
ten
tia
lsa
vin
gs o
f £
12
k o
n
su
bscri
ptio
ns
with
in C
ultu
re
Se
rvic
es
An
ne
x 1
10
Page 9
Mo
nit
ori
ng
& r
ep
ort
ing
arr
an
ge
me
nts
The S
erv
ice I
mpro
vem
ent
Pla
n w
ill b
e d
eliv
ere
d t
hro
ugh s
erv
ice-s
pecific
managem
ent
meeting.
Pro
gre
ss a
gain
st
the p
lan w
ill b
e a
sta
ndard
agenda
item
, and indiv
idual actions w
ill f
orm
part
of
1-2
-1 a
nd t
he a
ppra
isal ta
rget
settin
g p
rocess.
Pro
gre
ss w
ill b
e m
onitore
d a
nd w
here
appro
priate
report
ed t
o t
he C
usto
mers
and C
om
munitie
s S
ele
ct
Com
mitte
e.
Co
mm
un
ica
tio
ns
arr
an
ge
me
nts
Recom
men
dations in t
his
Im
pro
vem
ent
Pla
n a
nd o
ngoin
g p
rogre
ss w
ill b
e c
om
munic
ate
d t
o r
ele
vant
sta
kehold
ers
via
exis
ting n
etw
ork
s.
An
ne
x 1
11
Page 10
Pu
bli
c V
alu
e R
ev
iew
of
Su
rre
y A
du
lt &
Co
mm
un
ity L
ea
rnin
g
Imp
rovem
en
t P
lan
T
hem
es
Ac
tio
ns
an
d O
utc
om
es
P
rim
ary
In
terd
ep
en
den
cie
sA
cco
un
tab
le
ow
ne
r S
tart
Da
te
(mm
/yy)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
f D
escri
ptio
n
1R
e-a
lign t
he
Org
anis
ation
al
Str
uctu
re t
o
supp
ort
the
deliv
ery
of th
e
str
ate
gy,
to
achie
ve
excelle
nt
outc
om
es f
or
resid
ents
an
d
to e
nha
nce
Su
rre
y’s
re
puta
tion
Ac
tio
n:
Deli
ver
sta
ffin
g
restr
uctu
re
A)
Identify
pre
ferr
ed o
ptio
n
B)
Cost
pro
posed s
tructu
re w
ithin
curr
ent
sta
ffin
g b
udg
et
B)
Take t
o w
ider
mana
gem
en
t te
am
fo
r in
itia
l consu
ltation.
C)
Agre
e o
ptio
n f
or
wid
er
sta
ffin
g
consultation,
in c
onsultation w
ith
leg
al, f
ina
nce,
HR
M,
unio
ns,
etc
.
E)
Undert
ake s
taffin
g E
IA.
F)
Pre
pare
mate
rials
and p
ut
supp
ort
in p
lace f
or
consultation.
G)
Undert
ake c
onsu
ltatio
n .
H)
Imple
me
nt
chan
ges f
ollo
win
g
co
nsu
lta
tio
n.
Ou
tco
mes:
New
str
uctu
re t
o
supp
ort
the d
eliv
ery
of
impro
ved
pro
cess,
sta
ffin
g a
nd s
yste
ms
supp
ort
ed f
or
Qualif
ication b
ased
cours
es,
effective u
tilis
ation o
f th
e
ma
na
ge
me
nt
info
rma
tio
n s
yste
m,
busin
ess d
evelo
pm
ent
and
mark
etin
g s
trate
gy a
nd o
vera
ll cu
ltu
ral str
ate
gy.
Tim
eli
ne
s: T
his
sta
ffin
g s
tructu
re
will
nee
d t
o t
ake p
lace b
efo
re
deliv
ery
of
ne
w p
rocesses,
an
d
ma
rke
tin
g s
tra
teg
y,
etc
.
Red
efine
d s
en
ior
role
s t
o b
e a
ppoin
ted
at
a s
uffic
iently e
arl
y
sta
ge t
o e
nable
re
spo
nsib
ilities f
or
subse
qu
ent
actions t
o
be id
entified.
Esta
blis
hm
ent
of
Busin
ess
Develo
pm
ent
team
w
ill p
rovid
e r
esourc
e
for
support
to d
eliv
ery
of
final m
ark
eting
str
ate
gy a
nd n
ew
m
ana
gem
ent
pro
cesses.
Paul H
offm
an
(PH
)Janu
ary
–
April 2
013
Consultati
on f
rom
13/2
to
29/3
July
20
13
T
o b
e L
ed o
n B
y
Lea
d S
erv
ice
Mana
ger.
Mana
gem
ent
tim
e
in t
erm
s o
f m
ana
gin
g t
he
pro
cess.
C&
C P
PT
support
w
ith E
IA a
nd
pre
para
tio
n o
f supp
ort
ing
mate
rials
.
Bu
sin
ess S
up
po
rt
in r
ela
tion t
o t
he
adm
inis
tratio
n o
f th
e c
onsu
ltatio
n
and r
estr
uctu
ring
pro
cess.
Pro
tect
the
£28
0,0
00 t
hat
will
in
futu
re r
equire
deliv
ery
of
qua
lific
ation
base
d c
ours
es.
E
nab
le t
he
Serv
ice t
o p
rote
ct
and g
row
fee
incom
e in a
n
envir
onm
ent
wh
ere
onlin
e
purc
hasin
g is
becom
ing t
he
norm
.R
efo
cus t
he
Serv
ice t
o g
row
its
le
arn
er
num
bers
and f
ee incom
e
pote
ntial.
1 T
his
colu
mn is for
futu
re u
se to r
eport
on
pro
gre
ss in
de
live
ring
th
e r
ecom
me
nd
atio
ns
An
ne
x 1
12
Page 11
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
P
rim
ary
In
terd
ep
en
den
cie
sA
cco
un
tab
le
ow
ne
r S
tart
Da
te
(mm
/yy)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
f D
escri
ptio
n
2D
evelo
p a
nd
Imple
me
nt
Serv
ice
Impro
vem
ent
Pla
n a
nd Z
ero
B
ased
Budg
ets
that
will
dri
ve
incom
e
gen
era
tio
n
and c
ost
effic
iencie
s
Ac
tio
n:
Cre
ate
Zero
Based
B
ud
get
for
AC
L.
Tim
eli
ne
s:
Due t
o t
he
ind
epe
nd
encie
s,
this
can o
nly
be
deliv
ere
d a
fter
the r
estr
uctu
re
outlin
ed in A
ction 1
, ab
ove.
This
action w
ill b
e
info
rmed b
y
1)
Sta
ffin
g r
estr
uctu
re
2)
Technic
al pro
cess
enh
ancem
ents
3)
Impro
ved in
com
e
Genera
tion.
PH
H
old
ing
sta
tem
ent
to b
e
pro
vid
ed in
Marc
h201
3.
Fully
deve
lop
ed
bud
get
positio
n,
as
appro
ved
by S
CC
F
inance,
in
July
20
13
Sept-
Dec
201
3
SC
C F
ina
nce .
Develo
pm
ent
of
Zero
base
d
bud
get
will
be
supp
ort
ed b
y C
&C
P
PT
.
See 1
ab
ove
3R
e-a
lign t
he
Org
anis
ation
al
Str
uctu
re t
o
supp
ort
the
deliv
ery
of th
e
str
ate
gy,
to
achie
ve
excelle
nt
outc
om
es f
or
resid
ents
an
d
to e
nha
nce
Su
rre
y’s
re
puta
tion
Ac
tio
n:
Co
nd
uct
a r
ap
id
imp
rove
me
nt
eve
nt
(RIE
) to
im
pro
ve C
urr
iculu
m P
lann
ing.
Ou
tco
me:
New
pro
cess,
based o
n
the r
evis
ed s
taffin
g s
tructu
re t
hat
ena
ble
s m
ore
fle
xib
le a
nd
responsiv
e c
urr
iculu
m d
evelo
pm
ent
and d
eliv
ery
th
at
is info
rmed b
y
impro
ve
d m
ark
et
and c
usto
mer
inte
llig
ence.
Tim
eli
ne
s:
Needs t
o b
e u
nde
rtaken
once k
ey p
osts
in t
he n
ew
str
uctu
re
are
ap
poin
ted b
ut
in t
ime t
o
und
erp
in p
lann
ing o
f 20
13/1
4
acad
em
ic y
ear.
This
action w
ill info
rm
deliv
ery
of:
1)
Sta
ffin
g r
estr
uctu
re
2)
A m
ark
eting
str
ate
gy
3)
The c
ase f
or
and
imple
menta
tion
of
a
ne
w m
anag
em
ent
info
rmation s
yste
m
5)
Impro
ved in
com
e
Genera
tion.
PH
M
ay /
Ju
ne
201
3 (
tbc)
June 2
01
3
Repre
senta
tive
offic
ers
fro
m A
CL.
Supp
ort
fro
m t
he
corp
ora
te L
ean
P
rogra
mm
e a
nd
the C
&C
PP
T.
Reduce w
aste
fr
om
curr
ent
pro
cesses t
o
rele
ase s
avin
gs in
teachin
g c
osts
and r
esourc
es t
o
drive q
ualit
y
impro
vem
ent
An
ne
x 1
13
Page 12
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
P
rim
ary
In
terd
ep
en
den
cie
sA
cco
un
tab
le
ow
ne
r S
tart
Da
te
(mm
/yy)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
f D
escri
ptio
n
4D
evelo
p a
n
overa
rchin
g
mark
eting
str
ate
gy,
an
d
pla
n,
centr
ed
on e
ffective
inte
ractive
we
b p
resence,
to d
rive
incre
ased
part
icip
atio
n
rate
s a
nd
incom
e.
Ac
tio
n:
Red
evelo
p W
eb
an
d
so
cia
l m
ed
ia p
resen
ce a
s a
mo
del
of
excellen
ce t
hat
is r
esp
on
siv
e
to p
ub
lic p
refe
ren
ces a
nd
mak
es
inn
ovati
ve
us
e o
f w
eb
an
d m
ob
ile
tech
no
log
y t
o e
nh
an
ce p
ub
lic
acc
es
s a
nd
in
co
me g
en
era
tio
n.
A)
Work
with W
ebO
ps o
n d
esig
n o
f w
eb p
ag
es
B)
IMT
leadin
g w
ork
to e
nsure
A
QU
A f
unction
alit
y a
nd q
ualit
y o
f searc
h t
ools
, is
effective t
hro
ugh
we
b p
ag
es
C)
Investigate
and e
mplo
y m
obile
te
chno
log
y a
nd
socia
l m
edia
to
incre
ase p
ublic
access t
o s
erv
ices
D)
Ensure
that
easy s
elf s
erv
ice
optio
ns a
re a
vaila
ble
for
custo
mer
conve
nie
nce a
nd t
o r
educe
adm
inis
trative o
verh
eads
E)
Ensure
man
agem
ent
info
rmation
is r
ead
ily a
cce
ssib
le t
o info
rm
mark
etin
g a
nd b
usin
ess
deve
lopm
ent
Ou
tco
mes:
AC
L’s
on-lin
e p
resence is e
asily
accessib
le a
nd s
uffic
iently f
lexib
le
and im
pre
ssiv
e t
o e
nable
the
serv
ice t
o m
ain
tain
a p
resence a
nd
impact
com
me
nsura
te w
ith o
ther
learn
ing p
rovid
ers
. P
ublic
accessib
ility
is r
esponsiv
e t
o
dem
and a
nd e
nab
les a
much
gre
ate
r d
egre
e o
f in
tera
ction a
cro
ss
a r
ang
e o
f pla
tform
s a
nd a
t a
ny
tim
e.
Tim
elin
es:
Web im
pro
vem
ents
alre
ad
y
und
erw
ay.
Initia
l en
ha
ncem
ents
to
be a
va
ilable
for
2013/1
4 e
nro
lment
Dep
end
ent
on
effective inte
rface
betw
een A
QU
A
function
alit
y a
nd S
CC
syste
ms
On-lin
e f
unctio
nalit
y
deliv
ere
d w
ill
dete
rmin
e h
ow
a w
ide
rang
e o
f A
SC
L
activitie
s w
ill b
e
deliv
ere
d,
inclu
din
g
enro
lment, c
ou
rse
pro
motion a
nd w
eb
pre
se
nce
PH
Jan 2
013
July
20
13
?
AC
L t
ime (
in
pla
ce)
IMT
pro
ject
deve
lopm
ent
and
deliv
ery
(in
pla
ce)
WebO
ps inp
ut
(In
pla
ce)
The e
mbedd
ing o
f onlin
e e
nro
lme
nt
will
dri
ve
reductions in s
taff
adm
inis
tratio
n
rele
asin
g
resourc
es f
or
incre
ased
eng
ag
em
ent
in
adu
lt learn
ing.
Impro
ved w
eb
pre
se
nce,
on-l
ine
function
alit
y a
nd
pro
motion /
im
age
/ access a
re a
ll expecte
d t
o b
oth
pro
tect
and
incre
ase
enro
lment
and
there
fore
inco
me
gen
era
tio
n
Tota
l changes
deliv
ere
d b
y t
he
PV
R t
o g
en
era
te
an incre
ase in
incom
e o
f £80,0
00
Per
ann
um
fro
m
201
4-1
5 f
inancia
l ye
ar
an
d e
ach o
f th
e f
ollo
win
g t
wo
ye
ars
..
An
ne
x 1
14
Page 13
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
P
rim
ary
In
terd
ep
en
den
cie
sA
cco
un
tab
le
ow
ne
r S
tart
Da
te
(mm
/yy)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
f D
escri
ptio
n
5D
evelo
p a
n
overa
rchin
g
mark
eting
str
ate
gy,
an
d
pla
n,
centr
ed
on e
ffective
inte
ractive
we
b p
resence,
to d
rive
incre
ased
part
icip
atio
n
rate
s a
nd
incom
e.
Ac
tio
n:
De
velo
p a
nd
deli
ve
r an
A
CL
Ma
rketi
ng
Str
ate
gy
A)
Revie
w e
xis
ting A
CL m
ark
eting
deliv
ery
, in
clu
din
g w
eb
pag
es/p
resence (
both
inte
rna
l and
exte
rna
l),
hard
cop
y p
roducts
, and
mark
etin
g s
kill
s w
ith
in t
he S
erv
ice .
B)
Identify
exis
ting b
arr
iers
, evid
ence o
f curr
ent
gaps a
nd
pre
dic
ted n
eed
s (
e.g
socia
l m
edia
, onlin
e b
ookin
g a
nd d
igitalis
ation
age
nd
a)
C)
Und
ert
ake c
usto
mer
segm
enta
tio
n a
na
lysis
to identify
opp
ort
unitie
s a
nd a
ppro
priate
ta
rgetin
g
C)
Tra
nsla
te r
esults into
action p
lan
– b
roke
n d
ow
n into
quic
k w
ins a
nd
lon
ger
term
deliv
ery
.
D)
Ensure
this
is lin
ke
d into
re
com
me
ndations o
f w
ider
SC
C
Com
ms r
evie
ws a
nd t
he a
ctio
n p
lan
for
deliv
erin
g t
he w
ider
cultura
l se
rvic
es m
ark
etin
g s
tra
teg
y.
Ou
tco
me:
Cle
ar
action p
lan f
or
takin
g f
orw
ard
mark
etin
g a
ppro
ach
with w
ider
gro
up o
f sta
keho
lde
rs
inclu
de t
he w
eb o
pera
tio
ns t
eam
(f
ocus o
n q
uic
k w
in in r
ela
tio
n t
o
we
b p
resence),
IM
T,
and c
orp
ora
te
com
munic
atio
ns t
eam
, etc
.
Tim
eli
ne
s:
Initia
l m
eetings b
etw
ee
n A
CL a
nd
ke
y in
tern
al sta
ke
ho
lde
rs t
o t
ake
pla
ce a
fter
dra
ft c
orp
ora
te C
om
ms
recom
me
ndations a
re p
ub
lish
ed
and R
estr
uctu
re in p
lace
Fin
al vers
ion o
f S
urr
ey A
rts
mark
etin
g p
lan
to b
e s
ign
ed o
ff
alo
ngsid
e C
ultura
l S
erv
ices
mark
etin
g p
lan
and in t
ime t
o
pro
mote
210
3/1
4 a
ca
dem
ic y
ear
Results o
f th
e
Corp
ora
te
Com
mun
icatio
ns
Revie
w
Work
on im
pro
vin
g
we
b p
resence a
nd
on-lin
e s
erv
ice o
ffer
JS
NA
refr
esh a
nd
deliv
ery
of
ke
y
pro
jects
such a
s t
he
Well-
be
ing c
en
tres
Work
on m
ark
eting b
y
oth
er
SC
C c
ultura
l serv
ices t
o c
om
e
togeth
er
in o
ve
rall
ma
rke
tin
g s
tra
teg
y,
com
bin
ed m
ark
eting
(e.g
of
off
ers
, cam
pa
igns,
events
, ro
adsho
ws a
nd
we
b
pre
se
nce).
PH
M
arc
h
201
3
Deliv
ery
of
initia
l actio
n
pla
n inclu
din
g
quic
k w
ins:
July
20
13.
Full
mark
eting
str
ate
gy a
nd
final action
pla
n f
ollo
win
g
pro
duction o
f w
ider
Cultura
l S
erv
ices
Str
ate
gy a
nd
Mark
etin
g P
lan
(D
ate
tbc)
C&
C P
PT
to
pro
vid
e s
up
port
to
Serv
ice o
n o
ve
rall
deve
lopm
ent
of
pro
filin
g,
str
ate
gy
etc
.
Dig
ita
l D
eliv
ery
/IM
T s
upport
ing
we
b p
resence a
nd
on-lin
e
function
alit
y.
Incre
ase
d inco
me
from
learn
er
fees
and
impro
ved
targ
etin
g
Tota
l changes
deliv
ere
d b
y t
he
PV
R t
o g
en
era
te
an incre
ase in
incom
e o
f £80,0
00
Per
ann
um
fro
m
201
4-1
5 f
inancia
l ye
ar
an
d e
ach o
f th
e f
ollo
win
g t
wo
ye
ars
..
An
ne
x 1
15
Page 14
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
P
rim
ary
In
terd
ep
en
den
cie
sA
cco
un
tab
le
ow
ne
r S
tart
Da
te
(mm
/yy)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
f D
escri
ptio
n
6D
evelo
p a
n
overa
rchin
g
mark
eting
str
ate
gy,
an
d
pla
n,
centr
ed
on e
ffective
inte
ractive
we
b p
resence,
to d
rive
incre
ased
part
icip
atio
n
rate
s a
nd
incom
e.
Ac
tio
n:
Usin
g M
OS
AIC
, cu
sto
mer
insig
ht
an
d o
ther
nati
on
al
an
d
local
data
so
urc
es,
bu
ild
a
learn
ing
pro
file
of
Su
rre
y a
s a
n
inte
llig
en
ce b
ase f
or
se
rvic
e
desig
n, p
rom
oti
on
an
d d
elive
ry
A)
Contin
ue M
OS
AIC
and C
ours
e
ana
lysis
, sta
rted a
s p
art
of
PV
R
B)
Surv
ey w
ide
r le
arn
ing
envir
onm
ent
within
Surr
ey (
Initia
l w
ork
un
dert
aken a
s p
art
of
PV
R)
C)
Dra
w o
n S
urr
ey-i
an
d o
ther
sourc
es t
o d
evelo
p a
ge
ogra
phic
al
pro
file
of
education
al attain
ment
and
attitudes /
opp
ort
unitie
s t
o lea
rnin
g.
(SF
&R
S /
CP
T p
rovid
e m
od
els
for
consid
era
tion).
M
echanis
m f
or
refr
esh a
nd r
evie
w w
ill b
e n
ee
ded t
o
main
tain
curr
ency.
D)
Develo
p m
eth
odo
log
y f
or
app
lyin
g t
his
kno
wle
dge a
s p
art
of
serv
ice d
evelo
pm
ent, m
ark
eting a
nd
curr
iculu
m p
lan
nin
g
Ou
tco
me:
Valu
ed p
rofile
of
county
ava
ilable
for
busin
ess a
nd info
rmatio
n u
se
Tim
eli
ne
s:
Som
e p
relim
inary
wo
rk in p
lace a
nd
on-g
oin
g.
Tem
pla
te n
ee
ds t
o b
e
defin
ed a
nd a
gre
ed w
ith s
erv
ice
users
. P
roduct
in p
lace t
o info
rm
mark
etin
g s
trate
gy a
nd p
lann
ing o
f 201
3/1
4 c
ours
e o
ffer
Will
info
rm m
ark
eting
str
ate
gy d
eve
lopm
ent
and info
rm c
urr
iculu
m
deve
lopm
ent
and
targ
ete
d learn
ing
PH
A
pril 2
013
M
ay 2
01
3
Ne
w r
esourc
e
within
Busin
ess
deve
lopm
ent
team
of
ne
w s
tructu
re.
PP
T t
o s
upport
Impro
ved inco
me
and lo
wer
cance
llation r
ate
s
as a
result o
f better
inte
lligence
Better
eng
ag
em
ent
with
dis
advanta
ge
d
adu
lts a
nd t
hose
in n
eed o
f sup
port
to
wa
rd
em
plo
ym
ent.
Tota
l changes
deliv
ere
d b
y t
he
PV
R t
o g
en
era
te
an incre
ase in
incom
e o
f £80,0
00
Per
ann
um
fro
m
201
4-1
5 f
inancia
l ye
ar
an
d e
ach o
f th
e f
ollo
win
g t
wo
ye
ars
..
An
ne
x 1
16
Page 15
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
P
rim
ary
In
terd
ep
en
den
cie
sA
cco
un
tab
le
ow
ne
r S
tart
Da
te
(mm
/yy)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
f D
escri
ptio
n
7D
evelo
p a
n
overa
rchin
g
mark
eting
str
ate
gy,
an
d
pla
n,
centr
ed
on e
ffective
inte
ractive
we
b p
resence,
to d
rive
incre
ased
part
icip
atio
n
rate
s a
nd
incom
e.
Ac
tio
n:
Deli
ver
a c
ou
rse p
ricin
g
str
uctu
re a
nd
in
cen
tive p
ac
kag
e
that
en
han
ces
in
co
me
gen
era
tio
n.
A)
Researc
h c
hara
cte
ristics o
f le
arn
ers
by c
ours
e,
inclu
din
g s
ocio
-econ
om
ic s
tatu
s,
level of
dem
and
for
indiv
idu
al cours
es a
nd t
op
ics,
and c
om
para
tive p
ricin
g e
lse
wh
ere
B)
Develo
p a
nd intr
od
uce a
more
flexib
le p
ricin
g m
ode
l to
enco
ura
ge
gro
wth
, m
axim
ise f
ee incom
e a
nd
deve
lop a
n o
ffer
that
sits o
uts
ide
that
funde
d t
hro
ug
h S
kill
s F
undin
g
Agency
C)
Intr
oduce in
centive a
nd r
ew
ard
schem
es a
nd o
ffers
to e
ncoura
ge
furt
her
use b
y e
xis
tin
g A
CL le
arn
ers
and a
s a
n ince
ntive t
o r
ecru
it n
ew
ones
Ou
tco
mes:
Imp
rove
d in
co
me
gen
era
tio
n a
nd
re
wa
rd f
or
learn
er
loyalty.
Enha
nced a
vaila
bili
ty o
f gen
era
ted f
und
ing f
or
subsid
ised
serv
ice o
ffer
Tim
eli
ne
s:
Not
depen
de
nt
on
oth
er
actions,
but
sh
ould
be t
rialle
d d
uri
ng
201
3/1
4 .
Nee
ds t
o b
e le
d b
y
Busin
ess
deve
lopm
ent
team
esta
blis
he
d in n
ew
str
uctu
re
Dep
end
ent
up
on
effective m
ark
eting
str
ate
gy
Hig
h q
ua
lity
mana
gem
ent
info
rmation r
equired
from
on-lin
e s
yste
ms
Syn
erg
ies w
ith s
imila
r w
ork
be
ing d
evelo
ped
in S
urr
ey A
rts
PH
A
pril 2
013
July
–
Sept
201
3
AC
L
Som
e P
PT
supp
ort
ma
y b
e
availa
ble
Better
utisatio
n o
f re
sourc
es
Impro
ved
ena
gem
ent
with
pote
ntial le
arn
ers
Opprt
unity f
or
fee
incom
e g
row
th
and t
o c
ross
subsid
y t
hose
without
the
resourc
es t
o
attend u
nder
the
curr
ent
fee
str
uctu
re.
Tota
l changes
deliv
ere
d b
y t
he
PV
R t
o g
en
era
te
an incre
ase in
incom
e o
f £80,0
00
Per
ann
um
fro
m
201
4-1
5 f
inancia
l ye
ar
an
d e
ach o
f th
e f
ollo
win
g t
wo
ye
ars
..
An
ne
x 1
17
Page 16
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
P
rim
ary
In
terd
ep
en
den
cie
sA
cco
un
tab
le
ow
ne
r S
tart
Da
te
(mm
/yy)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
f D
escri
ptio
n
8D
evelo
p a
nd
imple
ment
a
ne
w
perf
orm
ance
and q
ua
lity
fram
ew
ork
for
Cultura
l serv
ices .
Ac
tio
n:
De
velo
p a
n a
cti
on
pla
n
for
AC
L a
gain
st
the C
om
mo
n
Insp
ecti
on
Fra
mew
ork
th
at
will
lead
to
an
Ou
tsta
nd
ing
gra
de
ass
es
sm
en
t b
y 2
01
4.
A)
Cond
uct
rig
oro
us a
nn
ual self-
assessm
ent
of
serv
ice a
gain
st
the
CIF
and ide
ntify
are
as f
or
impro
vem
ent
B)
Drive o
ngoin
g im
pro
vem
ent
in
the q
ua
lity o
f ty
each
ing a
nd
learn
ing.
C)
Und
ert
ake b
enchm
ark
ing /
best
pra
ctice r
esearc
h t
o r
efine
impro
vem
ent
options
D)
Und
ert
ake m
ock insp
ectio
n
Ou
tco
mes:
Enha
nce
d r
eputa
tion in
the S
ecto
r le
ad
ing t
o f
un
din
g
opp
ort
unitie
s.
Tim
eli
ne
s:
Self A
ssessm
ent
nee
d
to b
e lod
ge
d w
ith S
kill
s F
und
ing
Agency b
y 3
1 D
ecem
ber
20
13
Will
be e
nha
nced b
y
impro
vem
ents
acro
ss
Se
rvic
e
Will
nee
d t
o
harm
onis
e w
ith
exis
tin
g a
nd
deve
lop
ing Q
A
fram
ew
ork
s a
cro
ss
Cultura
l serv
ices
PH
July
20
13
D
ecem
ber
201
3
C&
C P
PT
could
pote
ntially
sup
port
th
is r
esearc
h.
An o
uts
tan
din
g
gra
de w
ou
ld o
pen
opp
ort
unitie
s t
o
attra
ct
incre
ased
exte
rna
l fu
nd
ing
Tota
l changes
deliv
ere
d b
y t
he
PV
R t
o g
en
era
te
an incre
ase in
incom
e o
f £80,0
00
Per
ann
um
fro
m
201
4-1
5 f
inancia
l ye
ar
an
d e
ach o
f th
e f
ollo
win
g t
wo
ye
ars
..
An
ne
x 1
18
Page 17
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
P
rim
ary
In
terd
ep
en
den
cie
sA
cco
un
tab
le
ow
ne
r S
tart
Da
te
(mm
/yy)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
f D
escri
ptio
n
9R
e-a
lign t
he
Org
anis
ation
al
Str
uctu
re t
o
supp
ort
the
deliv
ery
of th
e
str
ate
gy,
to
achie
ve
excelle
nt
outc
om
es f
or
resid
ents
an
d
to e
nha
nce
Su
rre
y’s
re
puta
tion
Ac
tio
n:
Inves
t in
th
e c
ap
acit
y o
f A
QU
A v
5 t
o i
mp
rove f
lexib
le
man
ag
em
en
t o
f co
urs
e f
illin
g
du
rin
g e
nro
lme
nt,
min
imis
ing
can
cellati
on
s a
nd
maxim
isin
g
sw
ift
resp
on
se t
o d
em
an
d.
Ou
tco
mes:
Pro
ced
ure
to e
nab
le u
nder-
fille
d
cours
es t
o b
e identified e
arl
y
eno
ug
h t
o b
e t
arg
ete
d f
or
gen
era
l or
targ
ete
d m
ark
eting t
o b
oost
inte
rest,
for
cours
es t
o b
e c
om
bin
ed t
o
ensure
the
y a
re v
iab
le,
direct
pers
onalis
ed a
ppro
aches t
o
regis
tere
d le
arn
ers
to o
ffer
appro
pri
ate
altern
atives.
In
form
ation a
bout
cance
llatio
ns e
tc
to b
e c
aptu
red a
nd a
na
lysed t
o
info
rm f
utu
re p
lannin
g
Tim
eli
ne
s:
Pro
cess n
eeds t
o b
e in p
lace f
or
sta
rt o
f 21013/1
4 e
nro
lme
nt
Key r
ole
s in S
tructu
re
will
nee
d t
o b
e f
illed
to p
rovid
e r
eso
urc
es
to d
o t
his
RIE
into
curr
iculu
m
deve
lopm
ent
will
pro
vid
e o
pport
unity t
o
deve
lop t
hin
kin
g
Function
alit
y o
f A
QU
A v
5 t
o b
e f
ully
und
ers
too
d a
nd
active
PH
M
ay 2
01
3
June 2
01
3
AC
L r
eso
urc
e
AQ
UA
/
IMT
im
ple
menta
tion
of
Soft
wa
re
enh
ancem
ents
Red
uced
cance
llations a
nd
pote
ntial to
reta
in
busin
ess b
y
offering a
ttra
ctive
altern
atives,
rath
er
than
issuin
g r
efu
nds
and losin
g
reven
ue
10
Re-a
lign t
he
Org
anis
ation
al
Str
uctu
re t
o
supp
ort
the
deliv
ery
of th
e
str
ate
gy,
to
achie
ve
excelle
nt
outc
om
es f
or
resid
ents
an
d
to e
nha
nce
Su
rre
y’s
re
puta
tion
Ac
tio
n:
Pre
pa
re t
he S
erv
ice
fo
r th
e c
ha
ng
es
to
Sk
ills
Fu
nd
ing
A
gen
cy f
un
din
g t
hat
will
req
uir
e
new
skills
sets
in
th
e t
eam
to
re
cru
it l
earn
ers
, p
rovid
e
Info
rmati
on
, A
dvic
e a
nd
G
uid
an
ce
, d
eli
ve
r q
ua
lifi
ca
tio
n
based
co
urs
es,
an
d a
dm
inis
ter
the a
sso
cia
ted
Exam
inati
on
an
d
SF
A d
ata
req
uir
em
en
ts
Ou
tco
mes:
Impro
ved s
kill
s d
evelo
pm
ent
lead
ing
to p
rogre
ssio
n t
o e
mplo
ym
ent
or
furt
her
education a
nd t
rain
ing
.
Tim
eli
ne
s:
Com
mence S
epte
mber
201
3,
real im
pact
quantifiab
le f
rom
S
um
mer
2014.
Key r
ole
s in S
tructu
re
will
nee
d t
o b
e f
illed
to p
rovid
e r
eso
urc
es
to d
o t
his
PH
Septe
mb
er
201
331 J
uly
201
4S
taffin
g r
eso
urc
es
identified in n
ew
str
uctu
re
Pro
tect
curr
ent
£28
0,0
00 t
hat
is
curr
ently g
rant
funde
d
An
ne
x 1
19
Page 18
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
P
rim
ary
In
terd
ep
en
den
cie
sA
cco
un
tab
le
ow
ne
r S
tart
Da
te
(mm
/yy)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
f D
escri
ptio
n
11
Develo
p a
str
ate
gy a
nd
vis
ion f
or
Cultura
l S
erv
ices t
hat
will
positio
n
Su
rre
y t
o
becom
e a
le
adin
g c
entr
e
for
cultura
l activity in t
he
countr
y
Ac
tio
n:
In
cre
ase l
eve
l an
d e
xte
nt
of
part
ners
hip
wo
rkin
g w
ith
oth
er
learn
ing
pro
vid
ers
to
exte
nd
an
d
en
han
ce t
he l
earn
ing
off
er
acro
ss
the w
ho
le c
ou
nty
.
!
Reach a
gre
em
ent
with E
ast
Surr
ey C
olle
ge
to im
pro
ve
learn
ing o
pport
unitie
s a
cro
ss t
he
wh
ole
cou
nty
!
Build
com
mis
sio
ne
d le
arn
ing
offer
to o
ther
pro
vid
ers
, in
clu
din
g
CV
F s
ecto
r w
here
this
will
im
pro
ve r
each a
nd e
ffectivene
ss
!
Revie
w t
he p
ote
ntia
l fo
r cro
ss-
serv
ice w
ork
ing w
ith o
ther
Cultura
l S
erv
ices,
inclu
din
g
"
Str
onger
links o
n s
erv
ice
offers
in c
om
mon t
hem
atic
are
as,
such a
s m
usic
, art
s,
no
sta
lgia
, h
isto
ry,
tou
rism
"
Gre
ate
r jo
int
use o
f fa
cili
ties
such a
s A
CL c
entr
es
"
Join
tly p
lan
ne
d d
eliv
ery
to
specific
com
munitie
s o
r on
specific
top
ics a
nd e
vents
"
Impro
ved a
nd inte
r-lin
ked
inte
rnal pro
motion,
inclu
din
g
S-N
et
pre
se
nce
"
Cro
ss-s
erv
ice p
rom
otion t
o
enh
ance c
usto
mer
experi
ence
and o
ffer
se
am
less t
ransitio
ns
betw
een t
he c
ultura
l serv
ices
Ou
tco
me
:G
reate
r co-o
rdin
ation
and e
ffic
iencie
s a
nd a
more
learn
er
focused c
ross s
ecto
r offer.
Tim
escale
s:
Ongoin
g.
Initia
l pro
gra
mm
e t
o b
e d
evelo
pe
d b
y
Septe
mb
er
20
13.
Key r
ole
s in S
tructu
re
will
nee
d t
o b
e f
illed
to p
rovid
e r
eso
urc
es
to d
o t
his
PH
July
20
13
July
20
14
Sta
ffin
g r
eso
urc
es
identified in n
ew
str
uctu
re
Impro
ved o
ffer
for
resid
ents
at
no
add
itio
nal cost
An
ne
x 1
20
Page 19
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
P
rim
ary
In
terd
ep
en
den
cie
sA
cco
un
tab
le
ow
ne
r S
tart
Da
te
(mm
/yy)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
f D
escri
ptio
n
12
Re-a
lign t
he
Org
anis
ation
al
Str
uctu
re t
o
supp
ort
the
deliv
ery
of th
e
str
ate
gy,
to
achie
ve
excelle
nt
outc
om
es f
or
resid
ents
an
d
to e
nha
nce
Su
rre
y’s
re
puta
tion
Ac
tio
n:
Bu
ild
part
ners
hip
s w
ith
h
ealt
h,
so
cia
l care
an
d f
am
ily
serv
ice
s,
iden
tify
an
d a
gre
e n
ew
o
pp
ort
un
itie
s f
or
deli
very
of
learn
ing
an
d s
up
po
rt t
o t
ho
se
co
mm
un
itie
s,
fam
ilie
s a
nd
in
div
idu
als
in
gre
ate
st
need
.
A)
Com
munity b
ase
d le
arn
ing
deficits a
re ide
ntified,
part
icula
rly
focussin
g o
n b
asic
skill
s,
em
plo
ym
ent
skill
s a
nd p
repari
ng f
or
furt
her
education a
nd t
rain
ing
.
Part
ners
hip
deliv
ery
pla
ns t
o
addre
ss t
hese a
re d
evelo
pe
d a
nd
imple
mente
d.
B)
The F
am
ily L
earn
ing t
eam
in t
he
Serv
ice t
o d
evelo
p c
loser
wo
rkin
g
with t
he S
up
po
rtin
g F
am
ilies
initia
tive t
o e
nsure
that
learn
ing
inte
rve
ntions a
roun
d b
asic
la
ngua
ge,
litera
cy a
nd n
um
era
cy
skill
s,
an
d h
elp
ing P
are
nts
to
supp
ort
their c
hild
ren
’s e
duca
tion
are
effective a
nd a
va
ilable
C)
The S
erv
ice t
o d
evelo
p jo
int
appro
ach
es w
ith P
ublic
Hea
lth
, S
urr
ey A
rts a
nd o
ther
serv
ice
s t
hat
addre
ss t
he t
hera
peutic,
learn
ing
and leis
ure
ne
eds o
f th
ose
recupera
ting f
rom
se
rio
us illn
ess,
experi
encin
g d
em
entia a
nd o
ther
menta
l ill
ness,
and a
t risk o
f socia
l is
ola
tion
Ou
tco
mes:
Indiv
idua
ls,
fam
ilies a
nd
com
munitie
s in
gre
ate
st
ne
ed
pro
vid
ed w
ith o
pport
unitie
s t
hat
will
im
pro
ve t
heir life c
hances.
Tim
eli
ne
s:
Work
in p
rogre
ss,
ho
wever
form
al
revie
w o
f effectiven
ess o
f curr
ent
part
ners
hip
arr
ang
em
ents
to info
rm
deve
lopm
ent
pla
n b
y 0
9/1
3
Resourc
es t
o d
eliv
er
this
will
be id
en
tified
and a
llocate
d a
s a
re
sult o
f serv
ice r
e-
str
uctu
re
Tra
nsfe
r of
public
hea
lth f
ully
to S
CC
fr
om
April 20
13
, and
part
icula
rly t
he f
utu
re
deliv
ery
of he
alth-
base
d t
hera
py
serv
ices
PH
Janu
ary
201
3
July
201
4
Develo
pm
ent
tim
e
and teachin
g
resourc
es
This
will
re
qu
ire
an in
put
of
resourc
es
gen
era
ted b
y
incre
ased f
ee
incom
e f
rom
the
univ
ers
al
pro
gra
mm
e w
hic
h
will
cro
ss
subsid
ise t
his
ta
rgete
d w
ork
.
An
ne
x 1
21
Page 20
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
P
rim
ary
In
terd
ep
en
den
cie
sA
cco
un
tab
le
ow
ne
r S
tart
Da
te
(mm
/yy)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
f D
escri
ptio
n
13
Develo
p a
n
overa
rchin
g
mark
eting
str
ate
gy,
an
d
pla
n,
centr
ed
on e
ffective
inte
ractive
we
b p
resence,
to d
rive
incre
ased
part
icip
atio
n
rate
s a
nd
incom
e.
Ac
tio
n:
Re
vie
w a
nd
wid
en
th
e
us
e o
f A
CL
fa
cil
itie
s a
nd
re
so
urc
es t
ow
ard
s a
n i
nit
ial
targ
et
of
50
% c
ap
acit
y,
thro
ug
h
exte
nd
ed
ho
urs
of
deli
very
, n
atu
re o
f u
se a
nd
th
ird
part
y
occu
pan
cy
A)
Esta
blis
h a
nd im
ple
me
nt
colle
ction a
nd r
evie
w p
rocesses f
or
room
utilis
atio
n
B)
Esta
blis
h b
aselin
e f
or
each
centr
e
B)
Identify
sig
nific
ant
spare
capacity t
hat
could
be u
sed t
o
exte
nd t
he d
ire
ctly p
rovid
ed le
arn
ing
off
er.
C)
Identify
ca
pacity /
facili
ties t
hat
could
be m
ade
availa
ble
to i)
Oth
er
learn
ing p
rovid
ers
ii) o
ther
SC
C
serv
ices
iii)
com
munity g
rou
ps
iv)
superv
ised d
rop-in u
se f
or
indiv
iduals
D)
Develo
p m
ark
eting c
han
nels
in
line w
ith s
trate
gy
E)
Annua
l re
vie
w o
f occup
an
cy w
ith
incre
me
nta
l ta
rgets
Ou
tco
mes:
Impro
ved u
se o
f fa
cili
ties,
inclu
din
g
we
ekends a
nd n
on-t
erm
tim
e,
with a
m
ixtu
re o
f dire
ctly d
eliv
ere
d
learn
ing,
superv
ised info
rmal use,
and t
hir
d p
art
y u
se.
Initia
l ta
rget
for
firs
t year
to incre
ase u
se t
o b
y 1
0%
in
pilo
t centr
e (
s)
by S
epte
mb
er
201
4
Tim
eli
ne
s:
Targ
ets
and m
ark
etin
g a
ppro
ach in
pla
ce b
y S
epte
mber
20
13
Will
im
pact
sig
nific
antly o
n
deve
lopm
ent
of
an
exte
nd
ed c
urr
iculu
m /
cours
e o
ffer
Lin
ks t
o c
loser
wo
rkin
g w
ith o
ther
Cultura
l S
erv
ices,
oth
er
SC
C s
erv
ices,
and s
take
ho
lde
rs
Nee
ds t
o b
e r
eflecte
d
in M
ark
eting s
trate
gy
wo
rk
PH
June 2
01
3
Sept
201
5
Identifie
d C
LS
le
ad.
PP
T /
BS
su
pp
ort
w
ith c
apacity
revie
win
g
Mark
eting /
C
om
ms s
upport
(P
PT
/ C
om
ms)
Pro
vid
ing
impro
ve
d v
alu
e f
or
mone
y f
rom
th
e
impro
ve
d u
se o
f valu
able
facili
ties.
An
ne
x 1
22
Page 21
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
P
rim
ary
In
terd
ep
en
den
cie
sA
cco
un
tab
le
ow
ne
r S
tart
Da
te
(mm
/yy)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
f D
escri
ptio
n
14
Develo
p a
str
ate
gy a
nd
vis
ion f
or
Cultura
l S
erv
ices t
hat
will
positio
n
Su
rre
y t
o
becom
e a
le
adin
g c
entr
e
for
cultura
l activity in t
he
countr
y
Ac
tio
n:
Su
pp
ort
th
e d
evelo
pm
en
t an
d c
on
su
ltati
on
on
th
e C
ult
ura
l S
trate
gy v
isio
n,
pri
ori
ties a
nd
o
pti
on
de
velo
pm
en
t to
en
su
re
that
AC
L p
rio
riti
es a
re r
efl
ec
ted
, an
d t
hat
AC
L c
on
trib
ute
s
eff
ecti
vely
to
th
e s
trate
gy
imp
lem
en
tati
on
.
Ou
tco
me
:T
he
Com
munity
Learn
ing a
nd S
kill
s S
erv
ice a
nd its
sta
keho
lders
to e
nsure
the
ir v
isio
n
and v
iew
s a
re inte
gra
ted into
the
optio
n a
ppra
isal pro
cess.
Tim
eli
ne
: Initia
l develo
pm
ent
in
pla
ce.
Com
ple
tion b
y J
uly
,
Overa
ll priorities f
or
the C
ultura
l S
trate
gy
will
pro
vid
e a
fr
am
ew
ork
for
AC
L
serv
ice d
eliv
ery
Pete
r M
ilton
(PM
)Jan 2
013
July
20
13
M
anag
em
ent
Tim
e –
Identify
le
ad f
rom
Serv
ice
None a
ssocia
ted
15
Und
ert
ake a
fu
ll deta
iled
researc
h a
nd
evalu
atio
n
pro
ject
of
altern
ative
busin
ess
mode
ls t
hat
positio
ns
cultura
lserv
ices t
o
deliv
er
susta
inable
solu
tions o
f a
natio
nal
sta
ndin
g.
Ac
tio
n:
Co
ntr
ibu
te in
form
ati
on
, ass
es
sm
en
t a
nd
su
pp
ort
to
th
e
ove
rall
re
vie
w o
f C
ult
ura
l S
erv
ices g
ove
rnan
ce.
A)
Advis
e o
n e
xis
ting g
overn
ance
mode
ls f
or
adu
lt a
nd c
om
mu
nity
learn
ing s
erv
ices
B)
Pro
vid
e a
ssessm
ent
/ evalu
atio
n
of
options b
ein
g d
eve
loped
Ou
tco
me:
Ensure
that
inte
llig
ence
on h
ow
diffe
rent
pro
vid
er
mo
dels
m
ight
imp
act
on A
CL p
rovis
ion in
Surr
ey is m
ad
e a
vaila
ble
within
the
wid
er
revie
w o
n C
ultura
l S
erv
ices
Govern
ance.
Tim
eli
ne: A
lread
y u
nderw
ay.
O
ptions r
ep
ort
due t
o b
e d
eliv
ere
d
to C
abin
et
in N
ov 2
01
3
P
M
Feb 2
01
3
Nov 2
013
C
&C
PP
T a
re
lea
din
g o
n t
his
re
vie
w.
None a
ssocia
ted
An
ne
x 1
23
Page 22
Mo
nit
ori
ng
& r
ep
ort
ing
arr
an
ge
me
nts
Th
e S
erv
ice
Im
pro
ve
me
nt
Pla
n w
ill b
e d
eliv
ere
d t
hro
ug
h s
erv
ice
-sp
ecific
ma
na
ge
me
nt
me
etin
gs.
Pro
gre
ss a
ga
inst
the
pla
n w
ill b
e a
sta
nd
ard
age
nd
a ite
m,
an
d
ind
ivid
ua
l a
ctio
ns w
ill f
orm
pa
rt o
f 1
-2-1
an
d t
he
ap
pra
isa
l ta
rge
t se
ttin
g p
roce
ss.
Pro
gre
ss w
ill b
e m
on
ito
red
an
d w
he
re a
pp
rop
ria
te r
ep
ort
ed
to
th
e C
usto
me
rs a
nd
Co
mm
un
itie
s S
ele
ct
Co
mm
itte
e.
Co
mm
un
ica
tio
ns
arr
an
ge
me
nts
Re
co
mm
en
da
tio
ns in
this
actio
n p
lan
an
d o
ng
oin
g p
rog
ress w
ill b
e c
om
mu
nic
ate
d t
o r
ele
va
nt
sta
ke
ho
lde
rs v
ia e
xis
tin
g n
etw
ork
s,
inclu
din
g s
taff,
tuto
rs,
lea
rne
rs a
nd
ke
y e
xte
rna
l p
art
ne
rs
An
ne
x 1
24
Page 23
Pu
bli
c V
alu
e R
ev
iew
of
Su
rre
y A
rts
Imp
rovem
en
t P
lan
: S
urr
ey A
rts
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
P
rim
ary
In
terd
ep
en
den
cie
s1
Acco
un
tab
le
ow
ne
r S
tart
Date
(m
m/y
y)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s2
(RA
G &
co
mm
en
ts)
Re
fD
escri
ptio
n
1D
evelo
p a
nd
Imple
me
nt
Serv
ice
Impro
vem
ent
Pla
n a
nd Z
ero
B
ased B
udg
ets
th
at
will
dri
ve
incom
e
gen
era
tio
n a
nd
co
st
eff
icie
ncie
s
Ac
tio
n:
Un
dert
ak
e r
ap
id
imp
rove
me
nt
eve
nt
(RIE
) to
im
pro
ve c
usto
mer
journ
ey p
rocess.
Ou
tco
me:
A)
Imp
lem
en
tatio
n o
f pro
cess c
han
ge t
o im
pro
ve
custo
mer
journ
ey a
nd lin
k into
ne
w
sta
ff s
tructu
re a
nd m
ana
gem
ent
info
rma
tio
n s
yste
m.
B)
Reduction in m
usic
lesson
w
aitin
g lis
t
Tim
eli
ne
s:
Due t
o t
he
ind
epe
nd
encie
s s
et
out
belo
w,
this
action n
ee
ds t
o b
e d
eliv
ere
d b
efo
re
oth
er
actio
ns in
this
pla
n.
This
action w
ill info
rm
deliv
ery
of:
1)
Sta
ffin
g r
estr
uctu
re
2)
A m
ark
eting
str
ate
gy
3)
The c
ase f
or
and
imple
menta
tion
of
a
ne
w m
anag
em
ent
info
rmation s
yste
m
4)
Impro
ved in
com
e
Genera
tion.
Phili
p T
rum
ble
(P
T)
Und
erw
ay
By J
une 2
013
R
IE:
Mem
bers
of
Su
rre
y A
rts T
ea
m.
Supp
ort
ing
resourc
es w
ou
ld
be p
rovid
ed f
rom
th
e c
orp
ora
te
Lea
n P
rogra
mm
e
and the C
&C
PP
T.
Incre
ase
d
custo
mer
inco
me
thro
ug
h im
pro
ved
pro
cesses –
re
duction in
wa
itin
g lis
t /incre
ased u
pta
ke
of
music
lessons
Targ
et
– 2
5%
re
duction in
wa
itin
g lis
t.
£36k a
dd
itio
nal
incom
e in 2
014
-15.
1P
rogre
ss a
gain
st
all
actio
ns is d
epe
nd
ent
upon t
he t
imescale
for
relo
cation f
rom
Westfie
ld t
o G
uild
ford
.
2 T
his
colu
mn is for
futu
re u
se to r
eport
on
pro
gre
ss in
de
live
ring
th
e r
ecom
me
nd
atio
ns
An
ne
x 1
25
Page 24
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
In
terd
ep
en
den
ci
es
Acco
un
tab
le
ow
ne
r S
tart
Date
(m
m/y
y)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
fD
escri
ptio
n
2D
evelo
p a
nd
Imple
me
nt
Serv
ice
Impro
vem
ent
Pla
n a
nd Z
ero
B
ased B
udg
ets
th
at
will
dri
ve
incom
e
gen
era
tio
n a
nd
co
st
eff
icie
ncie
s
Ac
tio
n:
Imp
lem
en
t n
ew
pri
cin
g
str
ate
gy.
Inclu
din
g s
tream
linin
g t
he
num
ber
of
lesson o
ptions (
i.e.
20
min
vers
us 3
0 m
in v
ers
us 4
0 m
in
etc
) based u
po
n c
oste
d s
ce
na
rios o
f pro
jecte
d inco
me,
and id
entify
ing
trends in d
em
and f
or
instr
um
enta
l tu
itio
n.
Ou
tco
me:
Maxim
ises incom
e
gen
era
tio
n,
whils
t bala
nce t
he n
ee
d
for
fairness a
nd a
ccess.
Tim
eli
ne
s:
Follo
win
g
imple
menta
tion
of
Parito
r syste
m –
see 6
. B
elo
w –
and s
taff r
estr
uctu
re.
Phase
d o
ver
follo
win
g a
cad
em
ic
ye
ars
.
This
action w
ill info
rm
deliv
ery
of:
1)
Mark
etin
g s
trate
gy
2)
Impro
ved in
com
e
Genera
tion.
PT
O
ct
2013
O
ct
2014
M
em
bers
of
Su
rre
y A
rts T
ea
m.
Supp
ort
fro
m
Fin
ance T
eam
.
Additio
na
l in
co
me
achie
ved w
ill
contr
ibute
to
wa
rds
targ
ets
within
the
MT
FP
. E
xpecte
d
add
itio
nal in
co
me
of
£40k
3D
evelo
p a
nd
Imple
me
nt
Serv
ice
Impro
vem
ent
Pla
n a
nd Z
ero
B
ased B
udg
ets
th
at
will
dri
ve
incom
e
gen
era
tio
n a
nd
co
st
eff
icie
ncie
s
Ac
tio
n:
Cre
ate
of
Zero
Based
B
ud
get
for
Su
rre
y A
rts.
Tim
eli
ne
s:
Due t
o t
he
ind
epe
nd
encie
s,
this
can o
nly
be
deliv
ere
d a
fter
a n
um
ber
of
actions
set
out
above h
ave b
ee
n d
eliv
ere
d.
This
action w
ill b
e
info
rmed b
y
1)
RIE
1)
Sta
ffin
g r
estr
uctu
re
2)
A m
ark
eting
str
ate
gy
3)
An im
pro
ved
m
ana
gem
ent
info
rmation s
yste
m
(that
can p
rodu
ce
more
effective
financia
l re
port
ing)
5)
Impro
ved in
com
e
Genera
tion.
PT
F
ully
deve
lop
ed
bud
get
positio
n t
o
be a
ppro
ved
by S
CC
F
inance in
Ju
ly.
Sept-
Dec
201
3
Develo
pm
ent
of
Zero
base
d
bud
get
will
be
supp
ort
ed b
y C
&C
P
PT
.
An
ne
x 1
26
Page 25
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
In
terd
ep
en
den
ci
es
Acco
un
tab
le
ow
ne
r S
tart
Date
(m
m/y
y)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
fD
escri
ptio
n
4R
e-a
lign t
he
Org
anis
ation
al
Str
uctu
re t
o
supp
ort
the
deliv
ery
of th
e
str
ate
gy,
to
achie
ve
excelle
nt
outc
om
es f
or
resid
ents
an
d t
o
enh
ance
Su
rre
y’s
re
puta
tion
Ac
tio
n:
Deli
ver
sta
ffin
g
restr
uctu
re
A)
Identify
pre
ferr
ed o
ptio
n
(follo
win
g initia
l w
ork
sho
p in 2
012)
B)
Take t
o w
ider
mana
gem
en
t te
am
fo
r in
itia
l consu
ltation.
C)
Agre
e o
ptio
n f
or
wid
er
sta
ffin
g
consultation,
in c
onsultation w
ith
leg
al, f
ina
nce,
HR
M,
unio
ns,
etc
.
E)
Undert
ake s
taffin
g E
IA.
F)
Pre
pare
mate
rials
and p
ut
supp
ort
in p
lace f
or
consultation.
G)
Undert
ake c
onsu
ltatio
n .
H)
Imple
me
nt
chan
ges f
ollo
win
g
co
nsu
lta
tio
n.
Ou
tco
mes:
New
str
uctu
re t
o
supp
ort
incre
ased r
eve
nu
e
gen
era
tio
n v
ia t
he d
eliv
ery
of
impro
ve
d p
rocesses,
a n
ew
m
an
ag
em
en
t in
form
atio
n s
yste
m,
mark
etin
g s
trate
gy a
nd o
vera
ll cu
ltu
ral str
ate
gy.
Ne
w t
asks t
ha
t O
ps T
eam
could
take o
n,
inclu
din
g
ne
w p
ricin
g p
olic
y,
desig
nin
g
cu
sto
me
r su
rve
ys e
tc.
Rati
on
ale
–
Drive r
esponsib
ility
for
tasks
do
wn
wa
rd/fre
e t
ime t
o p
lan
ahe
ad/g
row
bu
sin
ess.
Maxim
ise s
taff t
ime t
o s
tudent
ratio
and incre
ase m
ana
gem
ent
effic
iency
Tim
eli
ne
s:
Core
sta
ff d
uring 2
013,
phasin
g o
f cha
nges t
o s
essio
nal
sta
ff/
stu
de
nt
ratio
s o
ve
r n
ext
18
m
onth
s.
RIE
could
info
rm
ne
w s
tructu
res.
Esta
blis
hm
ent
of
pro
motiona
l te
am
s
could
info
rm n
ew
str
uctu
res.
Restr
uctu
re t
o
better
positio
n t
eam
to
deliv
er
final
mark
eting s
trate
gy
and n
ew
pro
ce
sses
and m
ana
gem
ent
info
rma
tio
n s
yste
m.
PT
July
(fo
r 3
month
consultation
peri
od).
Oct
2013 in
line w
ith n
ew
acad
em
ic y
ear
To b
e L
ed o
n B
y
Lea
d S
erv
ice
Mana
ger.
Mana
gem
ent
tim
e
in t
erm
s o
f m
ana
gin
g t
he
pro
cess.
C&
C P
PT
support
w
ith E
IA a
nd
pre
para
tio
n o
f supp
ort
ing
mate
rials
.
Bu
sin
ess S
up
po
rt
in r
ela
tion t
o t
he
adm
inis
tratio
n o
f th
e c
onsu
ltatio
n
and r
estr
uctu
ring
pro
cess.
Funds r
ele
ase
d b
y
re-o
rganis
ing
str
uctu
re t
o b
e
redis
trib
ute
d t
o
ensure
serv
ice
s is
fit
for
purp
ose t
o
drive a
dditio
nal
incom
e g
en
era
tion
to c
over
savin
gs
requ
ired in t
he
MT
FP
and
reduction in g
rant
incom
e.
An
ne
x 1
27
Page 26
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
In
terd
ep
en
den
ci
es
Acco
un
tab
le
ow
ne
r S
tart
Date
(m
m/y
y)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
fD
escri
ptio
n
5D
evelo
p a
n
overa
rchin
g
mark
eting
str
ate
gy,
an
d
pla
n,
centr
ed
on e
ffective
inte
ractive w
eb
pre
se
nce,
to
drive incre
ased
part
icip
atio
n
rate
s a
nd
incom
e.
Ac
tio
n:
Deli
ver
Imp
roved
M
ark
eti
ng
Str
ate
gy
A)
Revie
w e
xis
ting S
urr
ey A
rts
mark
etin
g d
eliv
ery
, in
clu
din
g w
eb
pre
se
nce (
both
inte
rna
l an
d
exte
rna
l),
hard
cop
y p
roducts
, and
mark
etin
g s
kill
s w
ith
in S
urr
ey A
rts .
B)
Develo
p o
nlin
e b
ookin
g s
yste
m.
C)
Identify
exis
ting b
arr
iers
, evid
ence o
f curr
ent
gaps a
nd
pre
dic
ted n
eed
s (
e.g
socia
l m
edia
, dig
italis
ation)
D)
Tra
nsla
te r
esults into
action p
lan
– s
hort
/lon
ger
term
deliv
ery
.
E)
Ensure
this
is lin
ked into
re
com
me
ndations o
f C
om
ms
revie
w.
Ou
tco
me:
Cle
ar
action p
lan f
or
takin
g f
orw
ard
mark
etin
g a
ppro
ach
with w
ider
gro
up o
f sta
keho
lde
rs
inclu
de t
he w
eb o
pera
tio
ns t
eam
(f
ocus o
n q
uic
k w
in in r
ela
tio
n t
o
we
b p
resence)
, IM
T,
and c
orp
ora
te
com
munic
atio
ns t
eam
, e.g
. P
ort
al
typ
e a
ccess f
or
teachers
an
d
pa
ren
ts,
so
th
at
the
y c
an
ob
tain
tim
eta
ble
s a
nd info
rmation e
tc.
Tim
eli
ne
s:
A)
Initia
l m
eetings b
etw
ee
n S
urr
ey
Art
s r
epre
senta
tives a
nd k
ey
inte
rnal sta
ke
hold
ers
to t
ake p
lace
after
dra
ft c
orp
ora
te C
om
ms r
ecs
are
pu
blis
he
d.
B)
Initia
l S
urr
ey A
rts m
ark
etin
g p
lan
can b
e p
rod
uced a
lon
gsid
e the
pro
duction o
f C
ultura
l S
trate
gy.
C)
fin
al ve
rsio
n o
f S
urr
ey A
rts
mark
etin
g p
lan
to b
e s
ign
ed o
ff
alo
ngsid
e s
ign o
ff o
f C
ultura
l S
erv
ices m
ark
eting p
lan.
Results o
f th
e
Corp
ora
te
Com
mun
icatio
ns
Revie
w
Work
on d
eve
lopin
g
Su
rre
y A
rts O
ffe
r,
inclu
din
g
netw
ork
ing w
ith
inte
rnal an
d
exte
rna
l com
mis
sio
ners
to
ensure
that
Su
rre
y
Art
s a
re c
onne
cte
d
into
curr
ent
JS
NA
re
fresh a
nd
deliv
eri
ng o
f ke
y
pro
jects
such a
s t
he
Well-
be
ing c
en
tres i
Work
on m
ark
eting
by o
ther
SC
C
cultura
l serv
ices t
o
com
e t
ogeth
er
in
overa
ll m
ark
eting
str
ate
gy,
com
bin
ed
mark
eting (
e.g
of
offers
, cam
paig
ns,
events
, ro
adsh
ow
s
and w
eb p
rese
nce).
Work
on im
pro
vin
g
we
b p
resence a
nd
on-lin
e s
erv
ice
offic
er.
PT
Ka
thy
Ne
wm
an
(KN
), K
arl
Ne
wla
nds
(KN
),H
ugh
Cra
ig (
HC
)
Feb 2
01
3
Deliv
ery
of
initia
l actio
n
pla
n inclu
din
g
quic
k w
ins:
July
20
13.
Full
mark
eting
str
ate
gy a
nd
final action
pla
n f
ollo
win
g
pro
duction o
f w
ider
Cultura
l S
erv
ices
Str
ate
gy a
nd
Mark
etin
g P
lan
(D
ec 2
013)
KN
, K
N,
HC
C&
C P
PT
could
fa
cili
tate
me
etings
with w
eb o
ps
tea
m,
co
mm
s, IT
, com
mis
sio
ners
, etc
, and s
up
po
rt
with t
he
ma
rke
tin
g,
revie
w
and g
ap a
naly
sis
, and r
esultin
g
action p
lan.
They c
ould
als
o
pro
vid
e s
up
port
to
the s
erv
ice o
n
overa
ll deve
lopm
ent
of
custo
mer
pro
filin
g
appro
ach,
etc
.
Incre
ase
d
reven
ue
gen
era
ted
of
£10k w
ill
contr
ibute
to
requ
irem
ents
of
th
e M
TF
P a
nd
offset
reductio
n in
gra
nt
fund
ing.
An
ne
x 1
28
Page 27
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
In
terd
ep
en
den
ci
es
Acco
un
tab
le
ow
ne
r S
tart
Date
(m
m/y
y)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
fD
escri
ptio
n
6D
evelo
p a
n
overa
rchin
g
mark
eting
str
ate
gy,
an
d
pla
n,
centr
ed
on e
ffective
inte
ractive w
eb
pre
se
nce,
to
drive incre
ased
part
icip
atio
n
rate
s a
nd
incom
e.
Ac
tio
n:
De
live
r im
pro
ve
d
man
ag
em
en
t In
form
ati
on
Syste
m,
wit
h f
ocu
s o
n im
pro
ved
cu
sto
mer
insig
ht
an
d r
ela
ted
en
han
cem
en
t o
f m
ark
eti
ng
ca
pa
bil
ity.
A)
Pro
cure
Pari
tor
syste
m
B)
Explo
re p
ote
ntia
l to
matc
h t
o
venu
e info
rmation f
rom
oth
er
serv
ices e
.g A
CL.
C)
Identify
ho
w P
refe
rred s
yste
m
can b
e c
onn
ecte
d t
o o
ther
custo
mer
insig
ht
info
rmation inclu
din
g M
osaic
(w
ith p
rovid
ers
) and w
ider
SC
C
syste
ms e
.g C
itrix.
Ou
tco
mes:
A)
Impro
ved e
vid
encin
g o
f effectiveness o
f M
usic
Hub
B)
Reduction in w
aitin
g lis
ts f
or
music
lessons
C)
incre
ase in u
se o
f m
ore
co
st
effective a
cco
mm
odation f
or
deliv
ery
e.g
. S
CC
build
ings.
D)
More
effective u
se o
f custo
mer
insig
ht
(both
in t
erm
s o
f data
colle
ction a
nd a
naly
sis
to t
ake
pla
ce)
and im
pro
ved c
usto
me
r jo
urn
eys a
nd in
cre
ase
d c
ap
acity f
or
gen
era
tin
g incom
e.
E)
Reduction in a
dm
inis
tratio
n o
f m
usic
lessons –
fre
ein
g u
p s
taff
tim
e t
o c
oncentr
ate
on a
dditio
nal
incom
e g
en
era
tionl.
Tim
elin
es:
Surr
ey A
rts a
re a
lread
y
in t
he p
rocess o
f seekin
g t
o p
rocure
P
arito
r an
d a
re in n
eg
otiations w
ith
IMT
in r
ela
tion t
o t
his
.
Result o
f R
IE o
n
custo
mer
journ
eys
wo
uld
info
rm t
his
.
Revie
w o
f ven
ue
availa
bili
ty fro
m
oth
er
serv
ices
wo
uld
info
rm t
his
.
Sta
ff r
estr
uctu
re
wo
uld
als
o s
up
port
im
pro
ve
d
info
rmation
mana
gem
ent
syste
m u
sage.
Syste
m is r
equ
ired
to im
pro
ve
d lin
k-u
p
betw
een c
usto
mers
, tu
tors
, p
art
ne
rs,
accom
mo
datio
n a
nd
instr
um
ent
availa
bili
ty,
an
d
SC
C s
taff
. T
his
conn
ectivity is v
ital
to d
eliv
er
of
incre
ased incom
e.
PT
/KN
U
nd
erw
ay
Has t
o b
e in
pla
ce b
y
Decem
ber
201
3 in o
rder
to s
upport
deliv
er
of
ne
w
mark
eting
str
ate
gy
KN
/PT
alread
y in
neg
otiations w
ith
IMT
and P
arito
r.
Impro
ved c
ost
effectiveness w
ill
co
ntr
ibu
te £
10
k t
o
requ
irem
ents
of
th
e M
TF
P a
nd
offset
reductio
n in
gra
nt
fund
ing.
An
ne
x 1
29
Page 28
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
In
terd
ep
en
den
ci
es
Acco
un
tab
le
ow
ne
r S
tart
Date
(m
m/y
y)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
fD
escri
ptio
n
7D
evelo
p a
n
overa
rchin
g
mark
eting
str
ate
gy,
an
d
pla
n,
centr
ed
on e
ffective
inte
ractive w
eb
pre
se
nce,
to
drive incre
ased
part
icip
atio
n
rate
s a
nd
incom
e.
Ac
tio
n:
Re
vie
w in
co
me
gen
era
tio
n i
deas f
rom
sta
ff
(pro
vid
ed
as p
art
of
the A
rts P
VR
) an
d i
mp
lem
en
t m
ost
pro
mis
ing
o
pti
on
s.
A)
Esta
blis
h p
rocess f
or
revie
w a
nd
agre
em
ent
e.g
esta
blis
hin
g a
robust
busin
ess c
ase e
.g a
sk s
taff t
o p
ut
forw
ard
option
s w
ith m
ore
deta
iled
info
rmation.
B)
Esta
blis
h b
udget
for
deliv
ery
C)
Esta
blis
h d
eliv
ery
pla
n f
or
the
agre
ed o
ptions.
Ou
tco
mes:
Imp
rove
d I
nco
me
G
enera
tion.
Tim
escale
s:
No
t n
ece
ssa
rily
dep
en
dent
on o
ther
actio
ns
Ma
y b
e d
epe
ndent
upo
n s
taff
restr
uctu
re.
Pote
ntia
l fo
r w
ider
app
lication o
f som
e
ide
as a
cro
ss o
ther
serv
ice a
reas.
Invest
to S
ave
fundin
g m
ay b
e
availa
ble
for
larg
er
pro
jects
.
PT
M
ay 2
01
3
Oct
20
13
S
urr
ey A
rts S
taff
T
ime.
Incre
ase
d
reven
ue
gen
era
ted o
f £10k
will
contr
ibute
to
requ
irem
ents
of
th
e M
TF
P a
nd
offset
reductio
n in
gra
nt
fund
ing.
8D
evelo
p a
n
overa
rchin
g
mark
eting
str
ate
gy,
an
d
pla
n,
centr
ed
on e
ffective
inte
ractive w
eb
pre
se
nce,
to
drive incre
ased
part
icip
atio
n
rate
s a
nd
incom
e.
Ac
tio
n:
Imp
lem
en
t th
e “
Th
ink
Ag
ain
” M
ed
ia A
cti
on
Pla
n
de
ve
lop
ed
in
201
1.
A)
Develo
pm
ent
of
Pro
motion
al
Team
s,
cro
ss/u
p s
elli
ng o
f se
rvic
es.
Ou
tco
mes:
Imp
rove
d I
nco
me
G
enera
tion.
Tim
escale
s:
These d
o n
ot
necessarily
ne
ed t
o b
e d
epe
ndent
on o
ther
action
s.
Where
the
y a
re,
tim
escale
s w
ould
need t
o b
e
Ma
y b
e d
epe
ndent
upo
n s
taff
restr
uctu
re.
Pote
ntia
l fo
r w
ider
app
lication o
f som
e
ide
as a
cro
ss o
ther
serv
ice a
reas.
PT
O
ct
2013
O
ngoin
g
Surr
ey A
rts S
taff
Tim
e.
Incre
ase
d
reven
ue
gen
era
ted o
f £12k
will
contr
ibute
to
requ
irem
ents
of
th
e M
TF
P a
nd
offset
reductio
n in
gra
nt
fund
ing.
An
ne
x 1
30
Page 29
Th
em
es
Ac
tio
ns
an
d O
utc
om
es
In
terd
ep
en
den
ci
es
Acco
un
tab
le
ow
ne
r S
tart
Date
(m
m/y
y)
Du
e D
ate
(mm
/yy)
Re
so
urc
es
re
qu
ired
E
xp
ecte
ds
avin
gs
P
rog
res
s1
(RA
G &
co
mm
en
ts)
Re
fD
escri
ptio
n
9D
evelo
p a
n
overa
rchin
g
mark
eting
str
ate
gy,
an
d
pla
n,
centr
ed
on e
ffective
inte
ractive w
eb
pre
se
nce,
to
drive incre
ased
part
icip
atio
n
rate
s a
nd
incom
e.
Ac
tio
n:
Exte
nd
“F
irst
Ac
ces
s”
wh
ole
cla
ss m
usic
lesso
ns a
t K
ey
Sta
ge 1
to
all i
nfa
nt
an
d p
rim
ary
sch
oo
ls i
n S
urr
ey.
Could
be influ
enced
by r
esults o
f
RIE
Sta
ff r
estr
uctu
re
Impro
ved
Mana
gem
ent
Info
rma
tio
n s
yste
m.
The r
esults o
f th
is
action a
re n
ee
ded
to info
rm t
he z
ero
base
d b
udget.
SA
M
Feb-M
arc
h
201
3
July
–
Sept
201
3
KN
Targ
et
incre
ase o
f £95k d
urin
g 2
013-
14 fin
ancia
l ye
ar
to p
art
ly m
eet
expecte
d
reduction (
£16
6k)
in g
rant
fundin
g
from
Art
s C
ouncil
Engla
nd.
Mo
nit
ori
ng
& r
ep
ort
ing
arr
an
ge
me
nts
Th
e S
erv
ice
Im
pro
ve
me
nt
Pla
n w
ill b
e d
eliv
ere
d t
hro
ug
h s
erv
ice
-sp
ecific
ma
na
ge
me
nt
me
etin
gs.
Pro
gre
ss a
ga
inst
the
pla
n w
ill b
e a
sta
nd
ard
age
nd
a ite
m,
an
d
ind
ivid
ua
l a
ctio
ns w
ill f
orm
pa
rt o
f 1
-2-1
an
d t
he
ap
pra
isa
l ta
rge
t se
ttin
g p
roce
ss.
Pro
gre
ss w
ill b
e m
on
ito
red
an
d w
he
re a
pp
rop
ria
te r
ep
ort
ed
to
th
e C
usto
me
rs a
nd
Co
mm
un
itie
s S
ele
ct
Co
mm
itte
e.
Co
mm
un
ica
tio
ns
arr
an
ge
me
nts
R
eco
mm
en
da
tio
ns in
this
actio
n p
lan
an
d o
ng
oin
g p
rog
ress w
ill b
e c
om
mu
nic
ate
d t
o r
ele
va
nt
sta
ke
ho
lde
rs v
ia e
xis
tin
g n
etw
ork
s e
.g.
Su
rre
y A
rts E
-Ne
wsle
tte
r,
Mu
sic
Ed
uca
tio
n H
ub
ste
eri
ng
gro
up
, A
rts P
art
ne
rsh
ip S
urr
ey,
Su
rre
y L
eis
ure
Off
ice
rs G
rou
p.
An
ne
x 1
31
Page 30