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Harborough Contact Centre Project Governance 14/08/12

This document outlines the governance arrangements for the Harborough Contact Centre Project, including the roles and responsibilities of the project team members. It covers workstreams such as ICT service move and improvement, administrative agreement, CC staff recruitment, training, and operations.

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Harborough Contact Centre Project Governance 14/08/12

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  1. Harborough Contact Centre Project Governance 14/08/12

  2. Governance Arrangements – Harborough Contact Centre Project SRO Anna Graves HDC Transformation Executive • Other HDC & • CBC • Initiatives involving • Customer Services • Channel Shift • Lagan Dev’ment • Council Offices • decant • New waste • arrangements Quality Assurance Bev Jolly Programme Manager Belle Imison Harborough Contact Centre Project Board Workstreams ICT Service Move & Improve Administrative Agreement CC Staff Recruitment, Training & Operations Leads Chris James Aymen Khan Lead Rachael Abbott Delegated Authority Anna Graves Lead Graham Walton

  3. Project Board ToR and Membership

  4. Project Team – Roles and Responsibilities by Workstream Harborough Contact Centre Project Team Joint Project Managers : David Platts & Phil Whitaker Project Co – ordination : Caroline Marshall ICT Lead : Chris James Lead : Aymen Khan Revs & Bens Partnership Liaison : Tim Griffiths Service Move & Improve Lead : Rachael Abbott Revs & Bens Service Lead : Georgina Little Revs & Bens support : Sandra Laxton Waste Service Lead : Rachel Faulkner Other Services : Tracy Robinson Administrative Agreement Delegated Authority (HDC) : Anna Graves CBC Lead : David Platts HDC Lead : Phil Whitaker CC Staff Recruitment, Training & Operations Lead : Graham Walton

  5. ICT Workstream ToR

  6. Service ‘Move and Improve’ Workstream ToR

  7. Administrative Agreement Workstream ToR

  8. CC Staff Recruitment, Training & Operations Workstream ToR

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