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Private Customer Workshop Mark Rae, SBSA, Corporate Team General issues from audit. Private Customer...
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Transcript of Private Customer Workshop Mark Rae, SBSA, Corporate Team General issues from audit. Private Customer...
![Page 1: Private Customer Workshop Mark Rae, SBSA, Corporate Team General issues from audit. Private Customer Perspective.](https://reader035.fdocuments.us/reader035/viewer/2022062315/56649ee65503460f94bf6447/html5/thumbnails/1.jpg)
Private Customer WorkshopPrivate Customer Workshop
Mark Rae, SBSA, Corporate Team
• General issues from audit.
• Private Customer Perspective.
![Page 2: Private Customer Workshop Mark Rae, SBSA, Corporate Team General issues from audit. Private Customer Perspective.](https://reader035.fdocuments.us/reader035/viewer/2022062315/56649ee65503460f94bf6447/html5/thumbnails/2.jpg)
SBSA Audit process do farSBSA Audit process do far
- History
- Ministerial Appointments
-Development of the Balanced Scorecard
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SBSA Audit process so farSBSA Audit process so far
- Audit process
- Gathering information
- Auditing a verifier
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Audits undertakenAudits undertaken
• Stirling 10 – 11 May 2006• North Lanarkshire 14 -15 June 2006• Perth and Kinross 22 – 23 August
2006• North Ayrshire 5 – 6 September
2006• Dundee City 25 -26 October 2006• Midlothian 28 -29 November 2006
![Page 5: Private Customer Workshop Mark Rae, SBSA, Corporate Team General issues from audit. Private Customer Perspective.](https://reader035.fdocuments.us/reader035/viewer/2022062315/56649ee65503460f94bf6447/html5/thumbnails/5.jpg)
The Five PerspectivesThe Five Perspectives
• Public Interest• Private Customer• Internal Business• Continuous Improvement• Finance
![Page 6: Private Customer Workshop Mark Rae, SBSA, Corporate Team General issues from audit. Private Customer Perspective.](https://reader035.fdocuments.us/reader035/viewer/2022062315/56649ee65503460f94bf6447/html5/thumbnails/6.jpg)
Balanced Scorecard workshopBalanced Scorecard workshop
Verifiers will have in place by Verifiers will have in place by 30 September 2006 the 30 September 2006 the principles of a customer charter principles of a customer charter which encompasses areas such which encompasses areas such as:as:
- guidance to stakeholders- accessibility of service- measurable targets- customer views
![Page 7: Private Customer Workshop Mark Rae, SBSA, Corporate Team General issues from audit. Private Customer Perspective.](https://reader035.fdocuments.us/reader035/viewer/2022062315/56649ee65503460f94bf6447/html5/thumbnails/7.jpg)
Private customerPrivate customer
• Wording of perspective
• Charters developed
• Guidance to stakeholders
![Page 8: Private Customer Workshop Mark Rae, SBSA, Corporate Team General issues from audit. Private Customer Perspective.](https://reader035.fdocuments.us/reader035/viewer/2022062315/56649ee65503460f94bf6447/html5/thumbnails/8.jpg)
Private customerPrivate customer
• Accessibility of service
• Performance targets
• Customer views
![Page 9: Private Customer Workshop Mark Rae, SBSA, Corporate Team General issues from audit. Private Customer Perspective.](https://reader035.fdocuments.us/reader035/viewer/2022062315/56649ee65503460f94bf6447/html5/thumbnails/9.jpg)
Customer ChartersCustomer Charters
• Promotion of service
• Information about service
• Cost
![Page 10: Private Customer Workshop Mark Rae, SBSA, Corporate Team General issues from audit. Private Customer Perspective.](https://reader035.fdocuments.us/reader035/viewer/2022062315/56649ee65503460f94bf6447/html5/thumbnails/10.jpg)
Guidance to stakeholdersGuidance to stakeholders
• Good range of material available
• Simplistic language
• Availability in different languages and different forms
• Contact details
![Page 11: Private Customer Workshop Mark Rae, SBSA, Corporate Team General issues from audit. Private Customer Perspective.](https://reader035.fdocuments.us/reader035/viewer/2022062315/56649ee65503460f94bf6447/html5/thumbnails/11.jpg)
Accessibility of serviceAccessibility of service
• Good access
• Reception areas
• Availability of staff
• Electronic/phone access
![Page 12: Private Customer Workshop Mark Rae, SBSA, Corporate Team General issues from audit. Private Customer Perspective.](https://reader035.fdocuments.us/reader035/viewer/2022062315/56649ee65503460f94bf6447/html5/thumbnails/12.jpg)
Performance targetsPerformance targets
• No statutory performance indicators.
• Targets have to be SMART
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SBSA Corporate Target SBSA Corporate Target number 9number 9
• Target 9: Verifiers
• To audit the verifiers who have been appointed.
• To audit approximately eight local authorities by May 2007.
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SMART TargetsSMART Targets
• Specific• Measurable• Achievable• Realistic• Targeted
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Performance MeasuresPerformance Measures
• Clear vision
• Honesty about what is achievable
• Development of targets with your customers
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Customer viewsCustomer views
• Key element
• What is a customer
• How do we engage with customers
• What are the benefits
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Key points Key points
• Charters produced• Performance measures• Range of activities to seek
customer views• User-friendly guidance• Benchmarking activity