Project Management ProjectInitiationDocument: ParkingimprovementProject Author: PaulMillard/ClaireSymonds Date: 27/11/2013 Service/Dept: CommercialServices 1.Introduction/Background 1.1introduction Parkingworkstreams,includingoperationalandimprovementactivities,are /Background currentlybeingdeliveredbyvariousdepartmentswithinLBBarnet.

et.Inaddition therearetwo3rdpartyoperationalservicecontracts,CSG,deliveredbyCapita whichincludesmanagingthecustomerparkingapplicationelementandNSL, whoenforceTrafficManagementOrdersandtheControlledParkingZonesfor onandoffstreetparking. Inadditiontothesecomplexities,variousfrontandbackofficeICTsystemsare currentlybeingusedtosupportservicedeliverywhilstreplacementor additionalICTsystemsarebeingprocuredorimplementedseparatelybythe varyinggroups. ParkinginBarnethascomeunderparticularscrutinyfromMembersand residentsinrecentmonths,largelyduetoarefundofparkingfeesfollowinga JudicialReview(JR),whilstcustomersatisfactioninparkingservicesiscurrently theworstofallcouncilservices.Inadditiontolowsatisfactionratings,there arealsofinancialpressuresontheMediumTermFinancialPlan(MTFP). TheseissueswereraisedataspecialMembersSummitandledtothecreation oftheproject. Thereisaneedtojoinupalloftheworkstreamsongoingwithinthescopeof oneprojectandtoensureaplannedandeffectiveprogrammeofimprovement activitiesistransparent,visiblebutmostimportantlythatresponsibilityfor deliverysitswithinonesingleprojectboard.Thisapproachwillenhancethe successofallimprovementactivitiesthatcutacrossthevariousworkareas whilstreducingthecurrentrisktotheMTFPandsubsequentlyensureparking incomeandexpenditureisatleastcostneutralgoingforward.Itshouldbe notedthattheoverridingobjectiveistoimprovethecustomerexperienceand ensurethattrafficismanagedeffectivelyandflowsefficientlywithinthe LondonBoroughofBarnet;howeverthefinancialpressurescannotbeignored. TheCommercial&CustomerServicesDirectorhasbeenappointedasproject sponsor.Thisprojectinitiationdocumentdefinestheapproachand methodologytobetakenfortheremainderofthe2013/14financialyearforall parkingimprovementactivities.
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Project Management 2.ProjectDefinition 2.1ProjectScope

2.2Objectives

2.3Deliverables 2.3.1 WP1ParkingServices 2.3.2 WP2ParkingPolicy

TheProjectInitiationDocumentisalivedocumentandshouldbe updatedandamendedastheprojectcontinues. TheprojectscopeincludesallLBBarnetdepartmentsandserviceareas toincludeall3rdpartycontractors,NSL,CSG(Capita)andRe. Thereare4workpackagesthatcapturealloftheimprovementworks streamsongoingacrossthecouncilandrelatedcontractors. 1. TocreatecomprehensiveparkingpolicyforMemberagreement 2. Toprovidetransparencyinouraimsandobjectivesforparking 3. Togainasignificantimprovementincustomersatisfaction 4. Toprotectthegeneralfundbyensuringparkingservicesareself funding 5. Toprovideanenhancedcustomerexperienceonlineandon phone 6. TodeliverallnewICTsystemsinsupportofparkingfunctionsand ensurethesearejoinedupandsupportthenewCustomerPortal 7. Tostreamlinerelationshipsacrossallelementsofthecouncil 8. ToImproveNSLContractmanagementandCustomerFocus DeliverableDescription Delivery Objecti Date veLink SignandLinesReviewPhase1Completed 31stJan2014 8 ICES**EnforcementICTSystemImplemented SignsandLinesReviewPhase2 TransparentContractManagementPublish ContractPerformance NSLContractManagementImprovementPlan MovingTrafficViolationProject OutlinePolicydraft PolicyFocusGroupsPhase1 InterimReport(FormativeConsultation) PolicyFocusGroupsPhase2 ValidationandFinalReport 1stApril2014 1stApril2014 1stMay2014 1stJuly2014 1stSept2014 1stDec2014 20thDec 2014 13thJan2014 6 8 2 8 4

1 1,2 1,2

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Project Management 2.3.3 WP3Customer Experience LeadMemberforParkingConsultation ThemeMeeting 1stDraftPolicyCabinetBriefing FinalDraftPolicyCabinet CustomerInsightanalysisofinsightto produceourcustomersnominal values/priorities EndtoEndparkingproceduresandprocesses documented TMOsReconciledandParkmapImplemented andavailabletocustomers AllE2EParkingTransactionsOnLineand integratedwithParkmap*andICES**IT Systems(seeappendix1flowdiagram) NSLreviewofcodeofconduct December 2014 29thJan2014 24thFeb 2014 31stDec2014 1stFeb2014 1stApril2014 1stJuly2014 1stApril2014 31stDec2013 1 1 1

3,7

3 3,6 3,6,5

2.3.4 WP4Communications

3,8

BarnetGuidetoParking

2,3 3,5 3,5 1,2 2,3 1,2,3

WebContentupdatedbasedoncustomer 31stDec2013 feedback ReviewofParkingcustomercommunications 31stDec2013 (plainEnglishlettersandforms) FormativeConsultationParkingfocusgroups 13thJan2014 ResidentCommunicationPlan PublicConsultation ongoing 31stMay 2014

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Project Management 3.ProjectOrganisationandStructure 3.1Project ProjectExecutive Members/Senior ProjectSponsor Users ProjectBoardMembers ProjectManager ParkingServicesWork Package(WP1) ParkingPolicyWork Package(WP2) CustomerExperience WorkPackage(WP3) Marketingand CommunicationsWork Package(WP4)

ChrisNaylor,ChiefoperatingOfficer ClaireSymonds,Commercial&CustomerServices Director ClaireSymonds,LynnBishop,ChrisPalmer,Robert McDougall,DeclanHoare,PaulBragg PaulMillard,ParkingImprovementProject Manager LynBishop,DirectorofStreetScene PaulBragg,HeadofParkingServices DeclanHoare,LeadCommissionerHousing& Environment ClaireSymonds,DirectorofCommercialand CustomerServices ChrisPalmer,HeadofMediaandCommunications

ProjectStructure
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Project Management Project Executive Chris Naylor

Project Sponsor Claire Symonds

Project Board Members Lynn Bishop, Paul Bragg, Declan Hoare, Chris Palmer, Robert McDougall

Project Manager Paul Millard

WP1 Parking Services

WP2 Parking Policy

WP3 Customer Experience

WP4 Communications

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Project Management 4.ProjectApproachandControls 4.1ProjectApproach 4.2.Project documentation 4.2.1 4.2.2 4.2.3 4.2.4
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Prince2Methodology ProjectInitiationDocument(PID) WorkPackagesagreedandsignedoff BiWeeklyprojectHighlightreporttoincludeRAG Status,Exceptions,RAIDLog ProgrammePlan ProjectplanforeachWorkPackage ExceptionreportingtoProjectSponsorasandwhen necessary

DeliveryBoard signoff ProjectBoard Signoff ProjectBoard Project Board/Members ProjectSponsor

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Project Management 4.ProjectApproachandControls(Cont.) 4.3ProjectControl Summary Summary: Allworkpertainingtoimprovementsforparkingto includeall3rdpartycontractors,shouldhave oversightthroughtheprojectviatheworkpackage documentsandhighlightreportupdates. ProgrammePlanoverviewofmilestonesfromall workpackages.Maintainedandproducedbiweekly andtrackedagainstdeliverabletimeframesMS Project ProjectPlanscontainedwithinworkpackage. Reportedbiweeklyandtrackedagainsttimeframe deliverablesMSproject HighlightreportRAGStatus;Highlightandupdates oneachworkpackage;Exceptionsandissues RiskLogOverallriskregisterforallworkpackages withintheproject.Excel ProjectManager

4.3.1ProjectControl Documents

ProjectManager

ProjectManager

6.QualityAssurance 6.1ProjectQuality Assurance

ProjectManager ProjectManager

Allworkpackageswillincludeoversightofallimprovementworks pertainingtoparking.TheprojectboardwillactasQAforeachofthe workpackagesviaupdatesfromtheprojectmanager. Theprojectmanagerwillscrutiniseandhaveoversightofthe deliverablesforeachworkpackageandwillreportbyexceptioninthe areasthatrequirefurtherQAbytheprojectboard.

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Project Management AppendixA:InitialProjectPlan

ParkingPolicyProjectPlan
Action ParkingPolicyCommissioningInstructiontoRe 1stMilestoneOutlnePolicyRetoproduceparkingpolicytemplatetoincludestatutoryelements KeyLBBStakeholdersworkshopStreetscene;Parkingdesign; ResidentFocusgroupsdesign Residentfocusgroups: 2xResidentNonPermitHolderGroups 1XNonHighStreetbusiness 1XCPZholders Legal Challenge Panel (those active inJR) 2XHighStreetTraders InterimresidentFocusgroupreportfeedback 2ndMilestoneDeliveryBoardApprovalParkingImprovementproject PaperDeadline SCB SCBConsultation SecondResidentFocusGroupsvalidationof interimreport Final FocusGroupreport Final focusgroupfeedbackbriefingfedintodraftpolicypaperforcabinetbriefing 3rdMilestoneFinalOutlineParkingPolicy ProjectBoarddraftpolicyapproval,Legal,Finance andGovernance Final amendmentstothe draftparkingpolicyandpaperforcabinetbriefing 4thMilestone1stDraftParkingPolicy CabinetBriefingPaperdeadline 5thmilestoneCabinetBriefing CabinetBriefingFeedbackIntoPolicy CabinetPaperdeadline 5thmilestoneCabinetFinalDraftParkingPolicy UpdatedDraftPolicyamendmentsfromCabinetforproposedparkingpolicy Publicofficial consultationonParkingPolicy Start End 15/10/2013 15/10/2013 01/11/2013 29/11/2013 26/11/2013 26/11/2013 25/11/2013 29/11/2013

09/12/2013 13/12/2013

16/12/2013 04/12/2013 06/12/2013 10/12/2013 07/01/2014 10/01/2014 13/01/2014 13/01/2014 13/01/2014 13/01/2014 19/01/2014 19/01/2014 29/01/2014 30/01/2012 18/02/2014 25/02/2014 26/02/2014 01/03/2014

Communications
CommunciationsProject Plan Action BarnetParkingguideaplainenglishparking guideto[parking sevices Analysis ofresidentfeedbackonthecurrentparkingwebpages WebContentreviewbasedonresidentfeedback LetterandCommunicationtoresidents onparkinggathering reviewallletterandcomms toresidnets onparking ResidentCommunciations Plansupportandguidance ResidentFocus groups designFormativeConsultationSupportandGuidance PublicConsultation Start 01/11/2013 01/11/2013 30/11/2013 01/12/2014 02/12/2014 01/01/2014 18/11/2013 01/03/2014

20/12/2013 04/12/2013 06/12/2013 10/12/2013 10/01/2014 13/01/2014 17/01/2014 17/01/2014 17/01/2014 17/01/2014 19/01/2014 19/01/2013 29/01/2013 07/02/2013 18/02/2014 25/02/2014 28/02/2014 30/05/2014

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End 31/12/2013 30/11/2013 31/12/2013 30/11/2013 31/12/2013 01/05/2014 17/01/2014 30/05/2014

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Project Management CustomerExperience/ParkingServicesICTSystems

Action Parkmapimplementation(Assumeddatesawaitingcostofchange TBC2911 2014) Parkmapfunctionalityoverviewincludingwebportal solution Re toconfirmTMOdatainputtimescalesandcosttoLBBCommercial Decisiononprojecttimelinesvs.costproposal TMO'sloadedontoParkMap(TBA) TMOParkmaptoPhysical linesandsignsreconciled(TBA) Parkmapgolive (TBA) Parkmapavailable tocustomerviawebsite (TBA) ICESEnforcementSystemImplementation ICESCustomerFrontendportal andfunctionalityoverview Memberapproval toterminate CivicaContract AgreementtoCivicatorelease datatostartICESImplementationHIGHRISKITEM ALLICTInterimBenefitsAnalysisreporttoprojectboard ICESConfigurationandrequirementsspecification(designandbuild) (TBA) Testandtrain(TBA) ICESGoLive (TBA) LBBWebsite ParkingspecificPhase 1designandspecification Codesignworkshopswithresidents Codesignresidentsworkshop CSGtoconfirmpriorityofservice specificscope final outputsfromcodesignworkshop kanatransactionintegrationdesign(Parkinganticipatedtobe priority1/2andincostofcontractdelivery) Service specificworkshopsSee Appendix Dapproach QAInterimreportforcustomerproposal forALLendtoendparkingtransactionstoprojectboard Start End 01/11/2013 01/05/2014 02/12/2013 06/12/2013 15/11/2013 29/11/2013 29/11/2013 03/12/2013 01/11/2013 01/02/2014 01/12/2013 01/04/2014 01/04/2014 01/04/2014 01/04/2014 01/05/2014 02/12/2014 01/07/2014 02/12/2013 06/12/2013 01/11/2013 30/11/2013 01/12/2013 31/12/2013 09/12/2013 13/12/2013 01/01/2014 28/02/2014 01/03/2014 31/03/2014 01/04/2014 01/04/2014 01/07/2014 01/07/2014 01/12/2013 31/12/2014 01/11/2013 22/11/2013 25/11/2013 06/12/2103 04/12/2013 04/12/2013 01/12/2013 31/12/2013 01/12/2013 31/12/2013 01/01/2014 14/01/2014

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Project Management AppendixB:CommunicationsPlan Internalcommunications: ProjectHighlightreportswillbedistributedtothekeyinternalstakeholdersona monthlybasis Updatereportstotherelevantgovernancemeetingswillbemadeavailablemonthly ProjectPlanswillbedistributedtoSeniorusers/internalstakeholdersonamonthly basis Highlightreport,ExceptionreportandRAIDlogstobimonthlyProjectboard meetings CustomerCommunicationsPlan Keycustomerstakeholderswillbeinvitedtofocusgroupstounderstandthekey issuesonparkingandcommunicateandQAtheparkingimprovementproject TheProjectInitiationdocumentwillbemadeavailableonlinetoresidents ProjectPlans willbeupdatedongoingandpublishedtothewebsitemonthly Focusgroupattendeeswillbekeptupdatedonamonthlybasisviaaproject summaryupdate

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Project Management AppendixC:InitialRiskRegister

Ref

Risk Description

Impact

Initial Assessment
Likelihood Impact

Action

Revised Assessment
Likelihood Impact

ICESimplementationisdelayed IncreasedCivicacostimpactspressurisedparkingexpenditure budget ImpactsCSG'sAbilitytodeliverseamlessonline parkingtransactionsontime Impactstimeline forintroducingmovingtrafficviolations Delaysimprovedmanagementinformationonenforcement Impactsthe PCNappeals/payprocessandcustomerexperience DelaysNSLContractManagementimprovements ImpactsLBBsabilitytobe transparentwithenforcementdata Commissioningreputationisdamagedwithmembers
Medium High

Civica do not release data in order for NSL to implement new enforcement system ICES on 1.04.2014

Street scene to look into withholding payment until data transfer is available
High High Medium High

Draft Policy is rejected by members in January

Impactsabilitytoproduce sufficientandriskfree budgetforecast Customersatisfactionsremainslow

Low High

Website does not deliver end to end online parking transactions that satisfy customer demand/expectations

CSG'sabilitytochannel shifthighlevel ofparkingcallsrisktoincrease cost

New systems e.g. ICES, Parkmap and Abilitytoimporvecustomersatisfactionandshannel shift. customer portal not fit for purpose from Investmenthigherthannecessary customer perspective

Medium Medium

Project plan has been agreed and signed off by Project Board Focus groups are designed and set up for Dec and Jan to feed into policy Project structure and plan with CSG is joined up and inclusive across all third parties and systems. CSG have "in-house" technical ability and expertise to deliver middleware and integration with proper scoping and planning CSG have "in-house" technical ability and expertise to deliver middleware and integration with proper scoping and planning

Low

Medium

Low

High

Low

Medium

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Project Management AppendixD:ParkingOnLineDesignFlowDiagram

CSG CRM and Website - Design Process Diagram

Co Design Resident Workshops Insight Customers Top Ten Parking Services Street Scene CSG Service Area Workshops Services Re (DRS) ParkMap Technical Design and Integration (CSG) Website and Customer Portal NSL ICES Systems

Customer

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Project Management DocumentControl Filepath Reference Version Datecreated Status

E:\ParkingImprovementProjectManagement\PID P_I_D_ParkingImprovementProject PMDRAFTV1.1 08_11_2013 DRAFT

DocumentHistory Date Version 05_11_2013 DRAFT V1.0 27112014 Draft2.0 DistributionList: Name ClaireSymonds DeclanHoare LynnBishop ChrisPalmer PaulBragg TomPike GabrielleMelvin Approvals Name ChrisNaylor, DeliveryBoard Representative Role Signature ChiefOperatingOfficer Date Role ProjectSponsor LeadCommissioner StreetSceneDirector HeadofCommunications HeadofParkingSystems HeadofProgrammeManagement ProgrammeandResourcesAdvisor Date 28112014 28112014 28112014 28112014 28112014 28112014 28112014 Reasonforchange Draftinconstruction FinalDraft Changesmadeby PaulMillardand ClaireSymonds ClaireSymonds

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