Newry & Mourne District Council

An Applicant’s Perspective

Eddie NewellSenior Building Control Surveyor

Building Control Department

Council Setting

Range of Services

• Building Regulations Services

• Dangerous Structures

• Licensing

• Amusement Permits

• Street Trading

• Postal Numbering

• Development Naming

• Estates

Director of Building ControlPA

Assistant Director

AdministrationOfficer

Admin Asst (Scale 3)

Estates Surveyor

BCS BCS BCS

3 Senior BCSArea/Support/Specialities

BCS BCSEstates Officer BCS

LicensingAdmin Officer

LicensingTech Officer

LicensingOfficer

LicensingAdmin Asst.

Admin Asst (Scale 3)

Newry & Mourne Building Control Office Structure

Admin Asst (Scale 3)

Mission Statement

• “To be a valued service that protects people and the environment by ensuring safe, sustainable and accessible buildings for all.”

Charter Mark vs CSE

• First achieved Charter Mark in 2002

• Renewal date was October 2008

• Had met all our partial compliances within Charter Mark

• Compared standards in May 2008

• As a team we decided we could achieve the CSE Standard

Criterion 1 – Customer Insight

• Stakeholders - groups

• Journey mapping

• Customer satisfaction surveys

• Customer focus groups

• Customer comments cards

• Mystery Shoppers

• Compliments Book

Stakeholder Grouping

Needs Hard to Reach(1 = Easy,5 = Hard)

Group Size(1 = Large5 = Small)

Communication Tools

Level of Importance(1 = Very Important5 = Less important)

Verification Tools

Evaluation

Elected MembersStaffPartners (NIFRS/NIHE/ Planning Service)Southern Group

Constituent NeedsInforming them of Unauthorised WorksMonthly Report UpdatesMaking complaints / complimentsFOI RequestsMaking an applicationRequesting inspectionsTechnical queriesLiaising with Departments

1 2 TelephoneEmailFaxLetter/PostFace-to-face

2 Level of ServicePosition held within CouncilCouncil EmployeeLiaising with DepartmentsConsultationPartnershipFee IncomeTraining

3

AgentsBuilders/ DevelopersEngineers

Making an applicationRequesting inspectionsTechnical queriesComplaints / ComplimentsDangerous StructuresUnauthorised WorksContraventionsFee queriesConsultationJoint inspections

4 1 TelephoneEmailFaxLetter/PostFace-to-face

1 Level of ServiceFee IncomeCustomer Focus GroupsConsultation

1

Solicitors Making an applicationComplaints / ComplimentsFee queriesFOI Requests

3 4 EmailFaxTelephoneLetter/Post

4 Level of ServiceCustomer Focus GroupFee Income

4

Example of journey mapping

Criterion 1 – Customer Insight

• Stakeholders - groups

• Journey mapping

• Customer satisfaction surveys

• Customer focus groups

• Customer comments cards

• Mystery Shoppers

• Compliments Book

Criterion 2 – Culture of the Organisation

• Corporate policies

• Service level agreement

• Customer charter

• Customer Care training for all staff

• Customer focus group

• Staff suggestion box

• Staff Achievement Awards

Criterion 3 – Information and Access

• Access to our services

• Produced leaflets in other languages

• Customer Input• Partnership arrangements

Criterion 4 - Delivery

• Customer satisfaction levels• Benchmarking• Government Performance Indicators • Complaints procedure

Criterion 5 – Timeliness and Quality of Service

• Measurable and achievable targets

• Advise customers of any delays

• Comparison of standards throughout Southern Group

• Publicise our Customer Charter

CSE & the Future

• Partial compliances

• Continuous improvement

• Action plan

• Annually review stakeholder mapping

Thanks for listening