Customer First - Progress
The Strategic Business Review (SBR) was taken forward in three phases:
Phase 1
Phase 1 involved an in depth analysis of the Agency to establish a baseline position against which its continuing ability to deliver services to the required standards, in light of the forthcoming programme of change, could be measured.
Key Findings
The analysis confirmed the need for change and that “Doing Nothing” was not an option.
The main reference documents from Phase 1 were:
- Overview of the Baseline Position
- Current Assessment Analysis Report- Baseline Position.
- Overview of the Future Look Report
- Impact Assessment Analysis Report.
Phase 2 – Identification of Options/Outline Business Case
Based on the evidence of Phase 1 the main objectives of Phase 2 were to explore options for a new service delivery model for the network and to subject those options to economic appraisal in order to determine a preferred option.
The Outline Business Case was completed and approved by Modernisation Board in June 2008. The Outline Business Case was also approved by Minister who requested that the preferred option should be subjected to public consultation.
Phase 2 – Public Consultation
Public consultation on the preferred option commenced on 27 November 2008.
The first phase of consultation ran for a period of nine weeks from 27 November 2008 to 29 January 2009. The SBR Project team sought views on the proposed changes, comments received were analysed and published in an Equality Impact Assessment (EQIA). The EQIA was then issued for a further eight week consultation period in April 2009 and concluded on 17 June 2009.
Phase 3 – Implementation of the Preferred Option
A final report summarising the response to the EQIA on the implementation arrangements for the Strategic Business Review (SBR) within the SSA was published on 8 July 2009 and the findings identified only limited Section 75 impacts. A Ministerial statement (Word 27KB) was subsequently issued announcing that the review would proceed under the banner of the ’Customer First’ initiative, commencing with a pilot in North District which will be operational in April 2010.
The pilot will allow all of the proposed changes to be carefully tested and fully evaluated in a controlled manner. Subject to the outcomes of the pilot, Minister will then consider how best to rollout the changes across the rest of the network.
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