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Part 4 - Strategic & Corporate Services
4.5 Communication
1. Achievements 2001- 2004 and Key Actions for 2004/05
| What we have achieved through the Strategic Programme (2001-2004) | Actions to Improve Performance (2004 - 2005) |
|---|---|
1. Public Internet Site |
|
The full range of social care services we provide have been listed on our website so meeting Devon County Council's Public Service Agreement (PSA) target. The site structure has been completely revised to match new client group-based Directorate and is jointly branded with the NHS for Mental Health and Learning Disability services. |
Migrate whole of public website to new content management system (Core pages - Dec 2003; partnership pages - Dec 2004). |
2. Staff Intranet Site |
|
Staff intranet site development subsumed into overall public website revision. Key intranet pages moved into public domain, e.g. Single Assessment Process site. |
Publish as many new web pages as possible on the public internet site rather than the private intranet site, in response to Freedom of Information Act and need to share information with partner agencies. |
| Social Services staff added to intranet staff search system. | Participate in corporate project enabling staff to update their own entries to intranet staff search system. |
3. Telephone Handling |
|
Telephony infrastructure reviewed and corporate investment secured to improve system. Voicemail implemented for staff. |
Explore use of citizen relationship management systems as part of DCC Public Access Strategy. |
4. Staff newsletter |
|
PCT and other relevant NHS communication officers added to ‘Steller’ distribution list. |
‘Steller’ staff newsletter to be re-launched when 6 Local Information Officers in place, one per PCT. |
5. Public e-mailboxes |
|
Public e-mailboxes set up for most offices and standards set for their use. |
Public e-mailboxes must be revised to reflect new Directorate structure, then encrypted for increased security, as ‘communications bundle’ of transactional services on revised DCC website. |
6. Special needs communication mechanisms and interpreter services |
|
Text-phones and induction loops installed in all drop-in offices. Subscription to Language Line interpreting services maintained. |
Text-phone training to be arranged with Sensory Team. New Local Information Officers to audit use of local facilities. New Local Information Officers to promote use of Language Line. |
7. Media handling |
|
| Successful transition from centralised media handling for all issues to local management of local issues, with increase in joint press releases with partners. | New Local Information Officers to encourage more pro-active local use of media. |
8. Online policies and procedures |
|
Move Social Services policies and procedures from staff intranet site to public internet site in response to Freedom of Information Act. |
Develop relevant Obtree template for policies and procedures pages. |
9. Public Access Strategy - communication component(see also Public Information) |
|
| Support implementation of social care part of Devon County Council’s emerging public access strategy (Corporate project initiated in 2003.) | Detailed implementation still to be determined as strategy in early formative stage. DCC signed up to Public Service Agreement to resolve 80% of all issues at first point of contact using call centres and citizen relationship management system, but re-configuration of services still at developmental stage. |
2. Medium Term Strategy to 2008
- Support SMG and Operational Divisions in the implementation of the Directorate’s Modernisation Programme.
- Jointly brand appropriate pages within new web template system and publish information on behalf of partners.
- After migrating current public information into new content management system, the staff intranet site will require migration, and with maximum information transferred to the public domain - including all policies and procedures.
- Use Local information Officers to report on local developments for ‘Steller’, explore staff information exchange with communications officers in partner agencies
- Develop enhanced e-mailboxes as part of e-govt transactional services programme.
- Work with Sensory Team, corporate Valuing Diversity groups and learning disability communication specialists to ensure communication mechanisms are comprehensive and functional.
- Further develop existing lines of communication between staff and managers in partnership agencies to foster trust when liaising with the media.
- Explore opportunities to migrate this information from private to public domain using e-govt funds.
- We will either integrate Social Services public access points into the wider County Council access arrangements, develop new health and social care access points with our NHS partners, or pursue a combination of both approaches.