Candidate Briefing Document Prepared for HealthShare NSW Director, Customer Experience July 2017 1
Contents Executive Summary Page 3 About HealthShare NSW Page 4 HealthShare Strategy Page 6 Organisation Chart Page 7 Position Description Page 8 Useful Links and Contact Details Page 14 2
Executive Summary HealthShare NSW provides support services to the NSW health system. An organisation of over 6,500 staff, our services include food and patient support, linen, patient transport, procurement and logistics, and financial and employee transactions. We are the largest provider of these services in Australia. The Director, Customer Experience is a newly created, high profile, executive level role, responsible for leading, planning and managing the development and implementation of customer service strategies, frameworks and standards. This person will drive operational excellence across the organisation, through the inspirational leadership of the customer service and contact centre teams, and by constantly putting customer experience at the centre of what they do. This person will take a lead role in advocating for the adoption of emerging technologies and platforms which enhance overall customer experience. They will also forge strong relationships with internal and external stakeholders and customers, understanding their complex needs and ultimately providing cost effective solutions which are consistent with global best practice in customer care. We are seeking an outstanding customer service leader, with a track record of designing and delivering innovative strategies which create world class customer experience. The person will be an advocate of continuous improvement in work practices which improve customer service, add and sustain value, enhance service viability, and exceed industry benchmarks. They will have extensive experience in a large, complex, services organisation, which is renowned for its high level of customer experience. This may derive from a range of B2B or B2C industry sectors, possibly but not necessarily shared services, and from either the private or public sectors. Knowledge of current and emerging technologies which enhance customer experience is critical, as is the person s ability to lead and deliver, through their team, excellence in all aspects of customer service and experience. This represents an excellent opportunity to positively impact the success of HealthShare NSW, its diverse customer base, staff and the communities and patients they serve. 3
About HealthShare NSW HealthShare NSW is the largest public sector shared services organisation in Australia. It is a state-wide body of more than 6,500 employees who support the delivery of patient care in NSW Health. HealthShare NSW saves NSW Health around $60 million per annum through: Human resource services such as payroll, employee support and recruitment Financial services such as accounts payable, accounts receivable, general ledger and reporting Food and patient support Linen services Procurement EnableNSW, which assists people with a disability to live and participate in the community Patient Transport Service Today, and on any given business day, our organisation: Serves more than 65,000 meals to patients Supplies 110 tonnes of clean linen to hospitals Manages the payroll of 146,000 NSW Health employees Processes for NSW public hospitals nearly 12,000 accounts payable invoices valued at $72 million Transports more than 520 non-emergency patients Manages for NSW public hospitals the supply of 13,500 lines of medical and surgical supplies valued at $720,000 Delivers 362,000 items of linen to NSW public hospitals Travels 19,600km for linen collections and deliveries Provides 260 equipment items and services to people with disability Organises equipment repairs for 80 people with disability Manages 150 kitchens in NSW public hospitals Manages more than 986 non-emergency patient transport phone calls Assists 136 people with disability Dispatches more than 98 non-emergency vehicle shifts Customer Service The vision of HealthShare NSW is to be recognised by our customers as delivering services that compare favourably with the best comparable organisations in terms of quality, value and innovation. We aim to provide exactly what is needed, when it is needed for our customers, and to be recognised as a great place to work, where people are valued and engaged. 4
Culture and Values At HealthShare NSW, we are People helping people deliver excellent healthcare and so our people are integral to providing an exceptional customer experience and quality service. As Australia s largest public-sector shared-services provider, we are a team of 6,500 employees supporting a health workforce of about 140,000 who in turn care for more than one million patients every year. More than 90 per cent of our staff work in frontline roles in direct support of patient care whether by providing meals, clean linen, surgical supplies or disability services and equipment. Our work may take place behind the scenes but it is so important that without it, the health system simply could not operate. Our Values of Collaboration, Openness, Respect and Empowerment (CORE) provide our roadmap for how we deliver our work. 5
HealthShare NSW Strategy 2017-2020 We aim to be a valued and trusted partner delivering competitive services to NSW Health. Our Strategy describes what we need to do to achieve this aim. 6
Organisation Chart 2017 7
Role Description Director, Customer Experience Cluster NSW Health Agency HealthShare NSW Division/Branch/Unit Public Health System Support Location Chatswood Classification/Grade/Band HSSE Band 1 Senior Executive Work Level Standards Work Contribution Stream: Professional/Technical/Specialist Role Number 664102 ANZSCO Code 149212 PCAT Code 3331192 Date of Approval February 2017 Agency Website www.health.nsw.gov.au Agency overview HealthShare NSW provides support services to the NSW health system. Services include food and patient support, linen, non-emergency patient transport, procurement and logistics, financial (accounts payable, accounts receivable) and employee transactions (payroll, recruitment). For more information go to www.healthshare.nsw.gov.au and www.health.nsw.gov.au Primary purpose of the role The Director Customer Experience leads, plans and manages the development and implementation of the HealthShare NSW customer service strategies, frameworks & standards; guides business lines on management of the customer experience; and manages the organisation s customer contact centres. The role ensures HealthShare NSW is ready to deliver on its agreements with customers. Key accountabilities Lead and manage the Customer Experience directorate, defining our customer experience strategy and coaching and guiding HealthShare NSW business lines on the delivery of a high quality customer focused service to customers that meets customer commitments and expectations Lead and maintain organisation accountability and commitment to the principals of our Customer Charter and as to how our people engage and work with our customers Manage the customer contact experience in line with industry best practice, providing customers with timely and accurate answers to queries by ensuring all staff are well trained in customer service and the knowledge of the organisation s service offerings; and manage the customer relationship with Local Health District and health agency executives and other ley account customers 8
Manage customer data analytics, providing a perspective that covers both the real-time customer experience and the longer-term customer experience Identify and investigate opportunities to utilise and integrate emerging technologies to provide cost effective, innovative solutions that are consistent with emerging best practice in customer care Effectively manage operational issues and ensure compliance with relevant policies, procedures, legislation and regulations, particularly in the areas of finance, governance, procurement, asset management, vendor management, risk management, safety, and employee and contractor management Provide leadership and direction to the team to ensure continuous effective service delivery, a constructive workplace culture, a safe workplace, and a competitive performance based, innovative, responsive and accountable customer focused service Key challenges Ensuring a practical knowledge and understanding of the shared services business model from the customer perspective, and a practical ability to develop opportunities for enhancing organisational performance, business value and customer service, and a collaborative engagement style Guiding the customer experience across HealthShare NSW and the organisation s accountability for the principals of our Customer Charter; continually improving business line customer experience performance and relationships and the views the customer has of the organisation and our services. Creating, leading, and maintaining a constructive workplace culture. Key relationships Who Internal Senior Executives Direct reports Within HealthShare NSW External Senior executives and health managers Industry Contractors, consultants & suppliers Why As a member of the Executive team, contribute to corporate decision making, working closely with the Chief Executive and fellow Directors to ensure strategic directions are set and achieved and operational performance goals are met, proactively contributing knowledge and expertise Maintain a close collaborative relationship to provide leadership, direction and guidance in the delivery of services Provide advice, consult and gather information Discuss, clarify and seek information; collaborate in the development of strategies and management of operational issues Keep abreast of changes in adjacent market segments and in technologies likely to impact upon our operations and future Manage the provision of advice, products and services. 9
Role dimensions Decision making The Director is a member of the HealthShare NSW leadership team and acts with autonomy within the overall decision making and accountability limits for the Customer Experience Directorate. The role has accountability for decisions relating to the provision of services to achieve agreed business objectives and service performance; the engagement and management of staff, consultants and contractors; budget management and expenditure of funds; recognising that all decisions must always be made in accordance with NSW Health and HealthShare NSW policies, guidelines and Delegations Manual. Reporting line Chief Executive HealthShare NSW Direct reports 3 (Directorate FTE = 68, with expansion likely to 128) Budget/Expenditure Approximately $10 million Essential requirements Relevant tertiary qualifications or equivalent experience in customer relationship management. Substantial experience at an executive level, with a record of leadership and achievement, in leading the focus on the customer in a large and complex service delivery environment 10
Capabilities for the role The NSW Public Sector Capability Framework applies to all NSW public sector employees. The Capability Framework is available at www.psc.nsw.gov.au/capabilityframework Capability summary The full list of capabilities and the level required for this role are set out below. The focus capabilities appear in bold. Refer to the next section for further information about the focus capabilities. NSW Public Sector Capability Framework Capability Group Capability Name Level Display Resilience and Courage Act with Integrity Manage Self Value Diversity Communicate Effectively Commit to Customer Service Work Collaboratively Influence and Negotiate Highly Highly Deliver Results Plan and Prioritise Think and Solve Problems Demonstrate Accountability Finance Technology Procurement and Contract Management Project Management Manage and Develop People Inspire Direction and Purpose Optimise Business Outcomes Manage Reform and Change Adept Adept Adept 11
Focus capabilities The focus capabilities for the role are the capabilities in which occupants must demonstrate immediate competence. The behavioural indicators provide examples of the types of behaviours that would be expected at that level and should be reviewed in conjunction with the role s key accountabilities. NSW Public Sector Capability Framework Group and Capability Level Behavioural Indicators Personal Attributes Manage Self Relationships Commit to Customer Service Relationships Work Collaboratively Highly Act as a professional role model for colleagues, set high personal goals and take pride in their achievement Actively seek, reflect and act on feedback on own performance Translate negative feedback into an opportunity to improve Maintain a high level of personal motivation Take the initiative and act in a decisive way Create a culture which embraces high quality customer service across the organisation, ensuring that management systems and processes drive service delivery outcomes Engage and negotiate with stakeholders on strategic issues related to government policy, standards of customer service and accessibility, and provide expert, influential advice Ensure that responsiveness to customer needs is central to the organisation's strategic planning processes Set overall performance standards for service delivery across the organisation and monitor compliance Build a culture of respect and understanding across the organisation Recognized outcomes which resulted from effective collaboration between teams Build co-operation and overcome barriers to information sharing and communication and collaboration across the organisation and cross government Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions 12
Results Think and Solve Problems Business Enablers Technology People Management Manage and Develop People Undertake objective, critical analysis to draw accurate conclusions that recognise and manage contextual issues Work through issues, weigh up alternatives and identify the most effective solutions Take account of the wider business context when considering options to resolve issues Explore a range of possibilities and creative alternatives to contribute to systems, process and business improvements Implement systems and processes that underpin high quality research and analysis Show commitment to the use of existing and deployment of appropriate new technologies in the workplace Implement appropriate controls to ensure compliance with information and communications security and use policies Maintain a level of currency regarding emerging technologies and how they might be applied to support business outcomes Seek advice from appropriate technical experts to leverage information, communication and other technologies to achieve business outcomes. Implement and monitor appropriate records, information and knowledge management systems protocols, and policies Refine roles and responsibilities over time to achieve better business outcomes Recognise talent, develop team capability and undertake succession planning Coach and mentor staff and encourage professional development and continuous learning Provide timely, constructive and objective feedback to staff Address and resolve team and individual performance issues, including serious unsatisfactory performance, in a timely and effective way Implement performance development frameworks to align workforce capability with the organisation's current and future priorities and objectives 13
Useful Links For additional information about the organisation, please see links below: http://www.healthshare.nsw.gov.au/ data/assets/pdf_file/0008/362798/healthshare-news-april-may2017.pdf http://www.healthshare.nsw.gov.au/ data/assets/pdf_file/0004/370345/statement-of-service.pdf To discuss this opportunity further, please contact Robert Macmillan at Derwent Executive on 02 9223 1855, or email rmacmillan@derwentexecutive.com.au 14