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SERVICES AND ESB ELECTRIC IRELAND
Oct/Nov 2011 www.esb.ie/em
ESB’s new Business Service Centre will be launched on 5th October 2011
THE FIRST PHASE of the rollout of the Business Service Centre is now well underway with some key initiatives in the first 100 days:, including:
New Business Service Centre Organisation
The BSC organisation that will deliver value added and transactional services across ESB Group is now in place.
The Senior Management Team and majority of direct reports are now in place, representing a 20% reduction in management positions overall. The remaining appointments will be finalised over the coming weeks.
This new organisation is structured along functional lines (see figure 1) and facilitates the transitioning in of additional services as part of the Finance Transformation Programme and HR Review.
Customer Charter for the Business Service Centre
As part of the launch of the Business Service Centre, we have developed, in partnership with our customers, a Customer Charter that captures the overall ethos of the BSC and sets out the principles under which the BSC will operate and interact with it’s customers.
These principles are:
- We are your Service Partner
- We will maintain a strong Service Culture
- We will communicate clearly the Services we offer
- We will use Industry Best Practice
- We deliver Projects & Services together
- We help you develop New Business Ideas
- Your Customers are our Customers
- Your Business Goals are our Goals
- We help drive Value in your Business
See Image 1 on the next page for the full text of the Business Service Centre Customer Charter.
Detailed Implementation Plan for the BSC.
The new BSC management team are now in place and has developed a detailed plan to deliver the new strategy for the business.
This implementation plan is in three phases:
BSC Service Delivery and Investment Boards – the BSC owned by the Business Units!
A critical element of the new Business Service Centre is the Governance Structure. The BSC Steering Committee which comprises the Executive Directors and the Head of Business Service Centre, is already in place and meets quarterly.
During September and October, the BSC Service Delivery and Investment Boards will be appointed.
There will be four groupings along functional themes:
- Technology
- Finance
- Human Resources
- Legal, Procurement & Property
The Service Delivery and Investment Boards will focus on the two areas of Service Delivery and Investment. Themes at the quarterly meetings will include:
- Prioritising and approving annual plans and investments
- Reviewing service performance
- Approving BSC cost allocation and charges
They will also champion service improvements and benefits realisation across ESB.
The participants on each board will include the relevant Senior Managers from each Business Unit and the BSC. The IT Leadership Council will be subsumed into the Technology Service Delivery & Investment Board which will be chaired by the CIO.
One of the first tasks of the BSC Service Delivery & Investment Boards will be to approve the 2012 cost allocation for all BSC services.
The BSC Operational Management Boards will also be implemented over the coming months.
BSC Customer Service Centre and Intranet Site
From October 5th, there will be one contact number – 26699 - for IT and Facilities queries.
Customers dialling 26699, will be given a number of options from which to select, that will link them
