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ANNEX 2

Cultural Services Improvement Plan 2004/05 (Draft)

	Objective	Key actions	Performance measures/
Targets	

1	
Strengthen consultation processes, to improve input to planning and evaluation of performance

CSMT lead: Karen Warren and Keiron Shortt	Make clear link between consultation strategy and medium term priorities 
	Consultation strategy in place by Apr 04, structured around medium term priorities
Evidence from consultation cited in performance monitoring reports, and in medium term plan 2005/06	
		Unify collection of customer comments	Unified system in place by Apr 04	
		Actively encourage staff ideas on possible improvements (standing item on agenda for staff meetings and appraisals, virtual suggestions box on intranet)
	Number of suggestions from staff	
		Regularly monitor comments from customers and staff	Quarterly reports to CSMT from June 04	
		Introduce service standards for each service, based on general statement of values/principle, with clear, measurable commitments	Service standards consulted on and in place Sept 04
Used to monitor performance from Dec 04	

2

	
Develop strategic and service planning, to enhance clarity of objectives, priorities, performance measures and links between plans

CSMT lead: Richard Munro
	Draw up CS medium term plan (MTP) and service plans 2004/05 within corporate framework
	Plans in place by Feb 04
Explicit links between plans and corporate and Directorate objectives	
		Regularly monitor CS MTP, CS improvement plan, and service plans

	Quarterly reports to CSMT from June 04
Quarterly self-assessment by CSMT and service MTs from Apr 04	
		Link service management and performance to financial management and performance
	
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Clear resource implications in MTP and service plans
Significant service performance issues linked to monthly budget monitoring	
		Develop mutually supportive challenging behaviours
	Annual peer review of CSMT and service MT meetings

		Link service targets to individual appraisals
	Explicit reference to service targets in all appraisals	
		Develop techniques for measuring long-term impacts of services (includes learning from others’ good practice)
	CS MTP 2005/06 contains more impact measures (as opposed to inputs and immediate outputs)	
		Systematically benchmark performance against other authorities	Agreed set of performance indicators and comparator authorities in place for all services by June 04	

3	
Co-ordinate targeting of services, to increase use of services by excluded sections of the community

CSMT lead: Martyn Brown
	Use information about current user profiles (including through Galaxy, libraries survey, annual BVPI survey) to plan targeting
	Current user profiles of services as complete as possible by May 04
Consultation with target groups included in consultation strategy (Apr 04)
Evidence of exclusion used to inform priorities in CS medium term plan and service plans 05/06	
		Develop staff awareness of exclusion issues and positive attitudes to overcoming exclusion
	Number of equality training opportunities
Number of suggestions from staff to improve inclusivity of services	
		Share and celebrate existing good practice, and learn from others (including job swaps and visits to other authorities)
	Annual staff forum, with invitees from outside CS, on social inclusion issues	
			Overall: increased take-up of services by target groups
increased expressed satisfaction with services by target groups	

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4	
Increase service effectiveness through joint working

CSMT lead: Dick Hallam
	Promote the range of Cultural Services within all individual CS premises
	Promotional material produced and in place Sept 04	
		Undertake customer-focused planning and delivery across services (e.g. cultural entitlement, culture bus, creative education, digitisation of collections)
	Cross-service projects/activities identified in CS MTP 04/05
	
		Bid for Invest to Save funding to develop new ways of working jointly
	Proposal submitted Jan 04	
		Develop existing and new working links within Learning & Culture
	Number of appropriate joint projects with Community Learning, Schools Development and Children’s Services	
		Plan for greater shared use of existing and future premises
	Integrated proposals for Central Library, Abingdon Old Gaol, Banbury Cultural Quarter	

5	
Improve the experience for customers through e‑Government and other customer service applications

CSMT lead: Andrew Coggins

	Adopt overall plan for digitising heritage collections, linked to resources available
	Preferred software agreed Apr 04
Costed, phased plan adopted July 04	
		Provide web-based access to heritage collections	Common web portal in place Jan 05	
		Trial on-line self-service applications	Web-based library reservations &c Jun 04
Music Service on-line payments Mar 05	
		Improve physical appearance and welcoming aspect of CS buildings	Implement first phase of Central Library improvements by Dec 04
Install welcome boards in all CS facilities by Mar 05