Process Excellence
The key motto for Xentrall Shared Services is 'delivering excellence for all'. There is an extensive programme of change within Xentrall Shared Services and in particular Xentrall ICT. Its purpose is to achieve both strategic and tactical change in the working practices of our services; to become more customer focussed and achieve a closer alignment of Xentrall services with the needs of the services in Stockton and Darlington Councils.
Within ICT the changes will have a big impact on the way our services are delivered thereby changing our customers' perception of ICT services from a support utility to one of strategic partnership, providing value to the services they wish to deliver to the their customers.
A wide range of initiatives are being implemented:
- quality standards (such as ISO9001, ITIL)
- process mapping (using the PROTOS tool, developing exemplars across our customer base)
- strategy groups (including ICT, HR and Finance)
- customer liaison groups (across all customer groups)
All of these initiatives constitute an ongoing programme of change and
improvement. We have an ambitious programme which should take several years
to complete, but for which significant short and medium term gains should
be achievable. It is expected that our customers will begin to see
improvements in our services within a short space of time. Customer
feedback is, and will continue to be, actively sought at all
levels of the organisation.