Getting Started
Scope of Works – What does success look like?
To define success, you need to understand and determine what success looks like for your commercial waste service.
This could be explored through a simple workshop. You should consider:
- The approach to commercial services and income recovery to ensure alignment of goals and priorities.
- Capture what success looks like for the commercial wase service.
- What a future service may look and feel like for the authority and the customer.
- Desired outcomes, both financial and non-financial benefits.
- The current position, with a view on the LA’s strengths and also where there are areas of weakness that can be addressed.
- Horizon scanning for future requirements or legal changes.
- Risk appetite.
- Is there a desire to deliver the services inhouse or seek a partner.
- A timeline for change.
Consider
- Where are your proving strong outcomes
- What do you want to reduce or change
- What would your customers like to see
- How do you want to compete in the marketplace
- What resources and systems would help you to achieve your desired outcomes
- How would the future commercial waste team look
By clarifying the objectives and desired outcomes for the commercial waste service, you will have a firm footing to Move forwards that has a strategic fit for the service area and the authority.
Even at the early stages of the review it is important to have the right people involved to explore all aspects of the service and the potential opportunities. Equally the amount of time required to fully undertake the review and deliver the commercial waste delivery plan should not be underestimated. Having an engaged and enthusiastic team from the start can make all the difference.
Typically, it is key to have input from:
- any current commercial or contract managers
- operational teams, including collections and delivery teams
- finance
- data controllers
- customer care representatives
- potentially also legal, communications and/or HR.
It may be useful to consider bringing in new/specialist skills and knowledge on a temporary basis if there is not a long-term need to have those skills in the organisation.
Depending on the scale of proposed change, you may wish to consider bringing in external support to the review to provide challenge and ensure a robust process.
Managing The Workstreams
It is recommended that the work streams feed into an overarching Project Board, who steer the direction of travel and approve service changes.
A light touch terms of reference can provide clarity of roles and responsibilities to support strong decision-making. Depending on the level of change and decision-making, this board can feed into the Cabinet approval processes as needed.
The board and workstreams work best when supported by project management resource to assist in recording the activities and actions. Consideration should be given to how the review will be managed and supported.
