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An overriding objective to change the way it managed performance enterprise-wide, within a month. This was the task undertaken by Capgemini Consulting on behalf of Surrey County Council (SCC)

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Surrey County Council

New performance management framework drives performance culture at Surrey County Council

Surrey County Council works with Capgemini to achieve a peak performance, simply, flexibly and with full employee engagement

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In the highly target-focused public sector Surrey County Council recognised that to facilitate the performance improvement needed to meet targets for citizen-centric service delivery, it had to move from a bureaucratic performance monitoring culture to one of performance management. Capgemini designed a new performance management framework that rested on three principles for improvement – simple, flexible and engaging. This has resulted in a high performance culture in which people have suitable skills and support and where they feel accountable for self, team and organisational performance.

Why the speed? SCC recognised that if it didn’t change fast its Comprehensive Performance Assessment rating as defined by the Government would be affected and its credibility undermined.  Previous performance regimes had become bureaucratic with little employee buy-in and a simpler way of achieving performance improvement was required to support a structural re-organisation in council services that aimed to deliver significant savings.

With a proven track record in public sector delivery, Capgemini Consulting was contracted to design and implement a new performance management framework. Working closely with members of SCC’s Planning and Performance team, Capgemini’s consultants designed a framework that rested on three principles for improvement – simple, flexible and engaging. This performance management framework…

  • gave SCC an approach that was simple for employees at every level to grasp – quickly
  • put in place new planning processes that the Council’s people could engage with – immediately
  • ensured that the performance management framework would be flexible enough to adapt as the Council moved forward and circumstances and uses changed.

User adoption of the new framework was advanced by clear communication of the sustainable service improvements benefits that would accrue and by the suitable targeting of performance improvements.

Organisational priorities were defined and the right set of performance measures put in place to link with goals and targets from corporate to individual levels.

With consistent, simple and competent processes supported by effective ICT at the collection and reporting points, Capgemini provided Surrey County Council with an appropriate performance culture – in record time.

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