Case Study – Georges River Council Pre-merger preparations, Proclamation Day and Customer Service Transformation Project
Pre-merger preparations
The councils formerly known as…
Parallel integration teams • Hurstville & Kogarah set up Integration teams YOUR TITLE HERE to focus on merger preparations – Kogarah team: Working on a ‘Custom’ Checklist & Advice from consultant – Hurstville team: LGNSW Amalgamation Tool Checklist – Planning for amalgamation in isolation
Parallel integration teams One day…..Allowed to talk!
Integration teams co-operating Happiness…. YOUR T…ITLE HERE …followed by…
Integration teams co-operating Confusion!!!!!!!!!! YOUR T…ITLE HERE
Decision making framework for Integration teams • How do we make decisions? …ITLE HERE • Two different cultures and different paces of change. • Who is the leader? • How does communication take place? • What’s most important? • Different focus - Day 1 vs first 100 day list?
Who’s the boss?
Decision making framework for Integration teams • Agreement on decision-making framework – reports …ITLE HERE to both GM’s via Integration Managers • Communication framework • Guiding principles • Assumptions • Focus on Day 1 • Abandoned due diligence exercise and 100 day checklist…for now
Outcomes & Recommendations Report Action Responsibility Due Date Decision to accept all forms as long as no Craig & Margaret 13 May 2016 …ITLE HERE payment is required. Make list of forms we will accept for Hurstville/Kogarah customer service desk i.e. change of address, pensioner rebate, GIPA request Remind all frontline customer service staff to Jess & Margaret 9 May 2016 check address details with customers early in transaction to ensure enquiries are handled by the correct former council. Create cheat sheet for standard greeting to Jess 13 May 2016 give to frontline customer service points Ensure staff at frontline services know Craig & Margaret 13 May 2016 switchboard number for Kogarah/Hurstville & Jess locations Check with Angelina that she has common Jess 7 May 2016 seal on her priorities list Check with Communications team if they Margaret 9 May 2016 have suggested text for a poster at Customer Service
Communication Framework • Multi channel communication YOUR TITLE HERE – Intranet, paper based and Outdoor Operations • Key messages from Integration – Staff questions, concerns and rumors – “Okay” to not have all the answers – communicate regardless • Common landing page for GRC – Direct people back to former Council homepage
Communication Framework • Day 1 Staff Information Pack YOUR TITLE HERE – FAQs for Customer Service/anticipated questions from Customers – Guide for staff in changing electronic email signature and voicemails – Interim new web domain and Council Phone Number 1300 – Standard telephone greeting – Consolidated staff contact list on both intranets
Farewell Party • Plan a farewell party (or Wake) for former YOUR TITLE HERE Council – Take lots of photos –hire a photo booth – Have “Memorabilia” to give away (i.e.. Old stationery) – Recognise past and celebrate future
Proclamation Day
Proclamation Day – Day 1 • 12 May 2016 at 12.10pm • No warning…. • No phone call…. • No lead in time…. • Effective immediately – Feelings of shock, disbelief & excitement that it ACTUALLY happened!
Proclamation Day – Day 1 • Proclamation itself – See GRC Proclamation as example – Most high level considerations covered • Who is the GM & Administrator • Ward names and boundaries • Delegations • References to former Council on legal documents • Activate Day 1 Plan • You can never feel sufficiently prepared • Staff were calm
Transformation & Change
Framework for Transformation • Business as usual • Interim measures – “Veneer of One Entity” • Transformation Project work
Business as usual • Do your best to maintain “Business as usual” – Retirement of Kogarah Customer Service Manager – Hurstville Customer Service Manager seconded on Transformation & Change T eam – 12 months – New/Acting Coordinators to maintain operations – Recruitment delays and short staff in both centres
Interim Measures • Georges River Council website landing page • Pressure for Quick wins & benefits of amalgamation • No reduction of services • Centralised GRC Phone number – Press button options for Waste, former Hurstville and former Kogarah Councils • GM directive for Hurstville’s PO Box to be GRC PO BOX – Internal courier service between service centres for hard copies – Centralised email for GRC with triaging to former Hurstville and former Kogarah emails
Interim measures – Quick wins • Standardisation of Service Centre hours • Payment of rates at both customer service centres – Expansion to enable rate payments for former Kogarah residents at Hurstville Library after hours
Transformation Project Work • Transformation team set up – Director, Project Manager, 11 Stream Leaders – Direct report to GM Office • Project Manager - Marissa Racomelara seconded from Sutherland Shire Council • Stream Leaders officially seconded for 12 months - 24 months – Stream Leaders with various backgrounds • Mix of “Subject matter experts” and non-subject matter experts • Mix of staff that are Managers, Coordinators and Officers • Selected for ability to drive and promote change
Customer Service Project Stream • Project Initiation Document (PID) – Scope, key deliverables, inclusions, exclusions, risks, communications • Project Plan - Framework, Charter, Service Centres, Satellite Sites, Non face to face contacts, After-hours telephone service, CRM, Customer Service Initiative Program, Electronic ‘Quick reference’ tool for internal knowledge management - Working Groups
Lessons learnt
Lessons learnt • GM Calls the shots YOUR TITLE HERE – Once the Interim GM and Administrator commence, they have their own priorities for the organisation. Get ready! • Preparation is key – But remain flexible. The goal posts will move constantly. • Regroup the Integration Team – Post Day 1, regroup to decide which 100 day tasks need to be completed, which tasks can be abandoned, which tasks are owned by business unit managers. Things can get missed!!
Lessons learnt • Confusion is rife YOUR TITLE HERE – There will be confusion and uncertainty Day 1 and beyond. Communicate. Communicate. Communicate. Even if it’s reiterating the obvious. • FAQs – Maintain regular Staff FAQs – Good way to keep everyone up to date with changes. • Be kind… – ...to yourself & each other. Even Change Agents need time to cope and make sense of the changes.
Any questions? Contact details YOUR TITLE HERE Margaret Le: mle@georgesriver.nsw.gov.au Angelina Aversa-Morassut: aaversa-morassut@georgesriver.nsw.gov.au
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