CORSERV FOUR YEAR BUSINESS PLAN: 2018-2022 www.corservltd.co.uk
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CORSERV 4 YEAR BUSINESS PLAN | p3 Section 1 About Corserv p4 Section 2 Corserv today p10 Section 3 Corserv tomorrow p16 Section 4 Making it happen p24 Appendices p28
p4 About Corserv Foreword Colin Dennis | Chair of Corserv We are a diverse group of businesses, owned by Cornwall Council (CC) and governed collectively with some shared central services and common policies and practices. Established to promote growth and opportunity for Cornwall, this Four Year Plan sets our vision and priorities to ensure we deliver for Cornwall, its communities and the ambitions of CC. We already generate Gross Value Add (GVA) of £81.6million to the economy of Cornwall and £91.7million to the South West economy and, by the end of this plan in 2022, this will have increased to a GVA of £122.0m in Cornwall, £136.0m in the South West and £30.0m in Nottinghamshire.
CORSERV 4 YEAR BUSINESS PLAN | p5 SECTION 1 | ABOUT CORSERV We deliver a wide range of services to Cornwall and Nottinghamshire including highways maintenance, civil engineering, environmental maintenance, social housing, adult social care, building management services, economic development and run the increasingly important Cornwall Airport. Despite being such a diverse group, there are many interconnections that bring value and benefit to the whole of Cornwall; for example, our building maintenance skills are used throughout the group from social housing and hangars at the airport to council owned buildings throughout the Duchy. Similarly, developing better transport links helps improve access for residents, businesses and tourism. Our work on environmental maintenance, adult social care, co-ordination and support of volunteer groups, school crossing patrols and contracts with local businesses for cleaning and maintenance create growth and opportunity and contribute to supporting local communities and improving lives. Our impact is not limited to Cornwall, we also deliver highway services in Nottinghamshire through our successful joint venture with Nottinghamshire County Council (NCC) through Via East Midlands (ViaEM). By operating and collaborating as a group rather than individual businesses, we are increasingly able to share common services and expertise such as Human Resources, IT, legal and financial management. Not only does this save money and improve efficiency, it ensures we maintain consistent high standards in critical areas such as health and safety, financial and risk management. As a group with over 3,200 employees, we are able to offer greater career development and opportunities through apprenticeship schemes, training and graduate employment programmes. We are well placed to support the delivery of the Government’s priorities announced in the November 2017 budget. Of most relevance were the commitments to the largest road building programme since the 1970s, an additional 300,000 homes, flexibility around the apprenticeship levy and an additional £34.0 million to address construction skills across the country. In compiling this four year business plan we listened to residents, customers and stakeholders to ensure the principle objectives and priorities for each of the businesses within the Corserv Group work individually and collectively to deliver services for the benefit of everyone who lives, works and visits Cornwall and Nottinghamshire.
p6 SECTION 1 | ABOUT CORSERV Corserv background In common with many local authorities facing budgetary pressures, CC decided to establish alternative methods of delivering some services. One such method has been the establishment of commercial trading companies that are either wholly owned by the Council or are shared with another party. These new ventures position CC at the forefront of innovation and creativity within local government. In May 2015, CC established a wholly owned holding company, Corserv, which started trading in July 2016. Corserv Limited has five directly held subsidiaries: 1. Cormac Solutions Limited (CSL). 2. Cornwall Airport Limited (CAL). 3. Cornwall Housing Limited (CHL). 4. Cornwall Development Company (CDC). 5. 51% holding in Via East Midlands (ViaEM), a joint venture with Nottinghamshire County Council. Additionally Cormac Contracting Limited (CCL), which belongs to CC but is currently outside of the Corserv Group, has the ability to tender for commercial work which further boosts the Corserv financial return to CC. When council budgets are under pressure, more cost effective and efficient ways of providing services, such as Local Authority Trading Companies (LATCs), are providing good solutions for many Local Authorities (LAs). The establishment and development of the commercial companies and opportunities for additional companies has the potential to deliver significant benefits to the Shareholders and to Cornwall and Nottinghamshire.
CORSERV 4 YEAR BUSINESS PLAN | p7 SECTION 1 | ABOUT CORSERV What we want to achieve Our strategic framework is set out here: • Our Vision provides the overall strategic goal for the Corserv Group of Companies (GoC). • Our Mission explains how we will reach this goal. • Our commitment to our customers and the communities we serve is set out within the Customer Promise. • Our Values tell us how we should behave in carrying out our work. Corserv Strategic Framework VISION To deliver quality services and become the primary source of growth and opportunity throughout Cornwall MISSION Working together to deliver services and create opportunity for the communities of Cornwall CUSTOMER PROMISE Better services, more efficiency, more value VALUES Collaborative, Innovative, Trusted, Positive
p8 SECTION 1 | ABOUT CORSERV Core Purpose, Services and Value Each of the five subsidiaries within the Corserv GoC deliver business specific services in their own fields of expertise and these are described in more detail later. The Group centre exists to perform a number of specific governance and oversight functions necessary to ensure the continuing effectiveness of the GoC along with regulatory compliance and effective management of risk. First and foremost we provide the necessary governance, scrutiny and assurance that the Group and the individual subsidiaries are being run correctly and that there is consistency in reporting and oversight despite the significant differences across the businesses. In order to provide strategic direction, save costs and ensure compliance we also provide a range of back-office services for, and on behalf of, the individual subsidiaries which includes functions such as HR, IT and Safety, Health, Environment and Quality. Corserv Board 2 8 1 3 7 4 6 5 1 Colin Dennis | Non-Executive Chairman 2 Cath Robinson | Group Managing Director 3 Joe Keohane | Executive Director 4 Richard Zmuda | Group Company Secretary 5 Elaine Holt | Independent Non-Executive Director 6 Tim Jeans | Independent Non-Executive Director Articles of Association require: • Minimum of 5 Directors 7 Richard Pears | Non-Executive Director* • 2x Non-Executive Directors and 8 Julian Rand | Non-Executive Director* 2x Executive Directors to quorate. *Note: Council nominated Non-Executive Directors.
CORSERV 4 YEAR BUSINESS PLAN | p9 SECTION 1 | ABOUT CORSERV It is our role to be a centre of excellence to provide the strategic capability to support future opportunities from joint venture Teckal development, joint venture activity with the private sector, acquisitions and disposals. To provide consistent and high quality governance and the process of scrutiny and assurance through the company boards and Group governance committees To provide consistent reporting and oversight of quality, finance, and general performance measures To deliver uniform, cost-effective and compliant HR, SHEQ and IT services Successfully deliver strategic support To provide a centre of excellence for the creation of new entities and services
p10 Corserv today Adding value The value we provide to Cornwall Return to CC and the HRA Our direct financial returns to CC through transformation, modernisation, business growth, investment and operational efficiencies exceed the expectation of the Medium Term Financial Strategy (MTFS) 2018 to 2022. The value over the four years is £35.0m. Investment Investing in Cornwall from new systems, new facilities and improved infrastructure and managing some of CC’s investment in Cornwall. Over the four year period there will be £9.2m of capital expenditure (CapEx) including £1.3m of CC CapEx and £5.2m of ViaEM CapEx. Productivity and efficiency Through modernising the businesses, shared services, more efficient processes and agile working, we can improve productivity and save costs. The value of this over four years is £19.7m.
CORSERV 4 YEAR BUSINESS PLAN | p11 SECTION 2 | CORSERV TODAY Employment Corserv currently supports 4,815 jobs in the UK, of which 3,501 are in the South West region, 3,266 in Cornwall and 778 in Nottinghamshire as: • 3,227 people are directly employed (2,603 in Cornwall and 618 in Nottinghamshire). • The supply chain expenditure supports an additional 345 jobs in Cornwall and a further 481 jobs in the South West as a whole. • We estimate that staff spending their wages locally supports a further 317 jobs in Cornwall (417 in the South West as a whole). By 2022, we expect the group will support 5,807 jobs in the UK, 4,441 in the South West region, 3,823 in Cornwall and 908 in Nottinghamshire. Expenditure The business generates Gross Value Add (GVA) of £81.6m in Cornwall and £91.7m in the South West region. This will grow to £122.0m in Cornwall by 2022. Corserv also generates GVA of £9.2m in Nottinghamshire which we anticipate will grow to £30.0m by 2022. Corserv pays £2.5m per annum in service level agreement costs to Cornwall Council for IT, payroll, legal, internal audit, occupational health and transactional services. CASE STUDY: Optimising Assets The Central Services Team identified that the seven tipper lorries at the quarry were under-utilised, only being used for short periods and not being double shifted at night due to the shortage of drivers. By collaborating with the quarry team in Cormac, the management of the fleet was transferred to the haulage team in Corserv in order to improve utilisation. As the haulage team manage all requests for haulage, not just the quarry, they have access to more work to allocate to the vehicles. They also have relationships with driver agencies who can provide drivers to maximise utilisation and allow double shifting when Cormac has night works. In the first week of the transfer, Corserv Haulage generated and additional £1,500 revenue for the tippers. Over the course of this business plan this will generate an additional £250,000 revenue for our internal fleet which would otherwise have been spent on external hauliers.
p12 SECTION 2 | CORSERV TODAY Skills Corserv supports the continuing professional development of its staff by delivering internal induction and refresher training sessions throughout the year. Corserv has supported around 140 staff members of staff to achieve professional accreditations and over the four year period we will create over 59 Cornwall- based apprentices. Environment We operate a comprehensive Environmental Management System (EMS), which aims to minimise the adverse impact on the environment by adopting greener processes. This is supported by Corserv’s Environmental Policy Statement which helps to ensure that the environmental aspects, impacts and opportunities of our operations are effectively managed. Local communities Corserv has made a number of contributions to the local economy as part of our Corporate Social Responsibility (CSR) activities: • We organised various events throughout 2017/18 to support our chosen charities, raising over £3,000 for Children’s Hospice South West and Cornwall Air Ambulance. • Over 120,000 volunteer hours have been devoted to supporting individuals and recognised voluntary/charitable groups in local areas of operation. • In 2016/17, Corserv sponsored the Cornwall Apprenticeship Awards and the Devon & Somerset Fire and Rescue Awards. CASE STUDY: Hucknall The Hucknall Town Centre Improvement Scheme’s primary objectives were to promote the regeneration of the town centre, improve public transport, reduce congestion and reduce flood risk within the town. Via worked in partnership with Nottinghamshire County Council and Carillion-Tarmac to deliver the £13.5 million Hucknall Town Centre Improvement Scheme including construction of a new 450 metre long single carriageway road through the heart of a busy town centre; two signalised junctions; construction of a new purpose-built, bus only link road between the new road and the High Street; installation of a flood relief culvert and other flood alleviation measures; and pedestrianisation of the High Street, providing a new market place. The scheme has received exceptional feedback in the town with a positive impact, including the expansion of the town’s market to an additional day each week.
CORSERV 4 YEAR BUSINESS PLAN | p13 SECTION 2 | CORSERV TODAY CASE STUDY: Coverack Residents in Coverack on the Lizard Peninsula were badly hit in July 2017 by a storm, which left a trail of devastation across the village. Cormac pulled together a team to quickly remove almost 1,000 tonnes of debris and old road material before repairing the roads and restoring access for the community. The teams worked tirelessly with the emergency services and the utilities and within four days they had surveyed and repaired drainage systems, rebuilt the road foundations and laid 800 tonnes of fresh tarmac. All of this was achieved with zero waste to landfill helping the environment. The Cormac team were widely praised for the outstanding response and received 250 letters or messages of praise with 55,000 interactions on social media. Our successes so far Although many of our businesses are well established, collectively the Corserv Group has only been in existence for a year. As such we are at the start of our journey to become the primary source of growth and opportunity for Cornwall. With this in mind, our primary aim for our first year of operation was to start to create a solid foundation on which we can grow. Such a foundation not only provides higher quality services for Cornwall and Nottinghamshire, and cross Group efficiencies and savings, it also provides a platform to generate revenue further afield and increase our financial contribution. We have made a good start at building the foundation on which we can grow but we have also achieved a number of significant milestones and successes throughout the year. Greater direct financial returns and value creation Through targeted profit improvement initiatives across the Group. £122m Increase GVA from £81.6m to £122.0m in Cornwall by 2022
p14 SECTION 2 | CORSERV TODAY Group company highlights In 2017/18, Cormac repaired over 50,000 potholes and maintained 90,000 gullies. We carried out safety inspections on 1,324,063 km of strategic and main roads, managed 4,388 km of Public Rights of Way, 7,180 km of highways and 1,872 km of footways. In the last year, ViaEM has repaired over 35,000 square meters of carriageways and footways and cleaned 66,000 drain gullies. We have saved 11,000,000kwh of electricity through efficient street lighting as a result of the ongoing LED replacement programme and our school crossing patrols have helped 2.2m people cross the road In the last six months, CHL has: • Rehoused 351 families. • Helped prevent 72 cases of rough sleeping. • Welcomed 143 new customers to their Lifeline service providing personal alarms and installed 24 fall detectors. • Completed 20,000 maintenance jobs and replaced 144 kitchens and 102 bathrooms in Council properties. And over the same period, Cormac’s Community Care’s ongoing domiciliary care service provided 17,000 hours of care to 139 people in our communities. Our Short Term Enablement and Planning Service (STEPS) provided over 31,000 hours of direct care, supported 1162 people, enabling 88% of these to return to full independence. 98% of these customers reported feeling a positive impact on their overall wellbeing and 89% reported feeling able to do more for themselves. At Cornwall Airport Newquay, passenger numbers in the current year grew by nearly 30% against 2016 and it is now the fastest growing airport in the UK. New routes commenced to Cork (Aer Lingus) and Faro (Ryanair) and additional frequencies were added on services to Manchester and Birmingham. Just as important, all routes operated in 2016 including those to Germany, were retained in 2017 and this will also be the case in 2018. Its association with both the Spaceport and the Bloodhound land speed record project raised the profile of both the Airport and Cornwall itself. 17,000 2.15m SAFE CROSSINGS 50,000 2.15m 17,000 POTHOLES REPAIRED SAFE CROSSINGS HOURS OF CARE
CORSERV 4 YEAR BUSINESS PLAN | p15 SECTION 2 | CORSERV TODAY Jobs and skills In 2016/17 we trained 4,154 people across 580 training programmes and our apprenticeship scheme has 59 participants across a range of disciplines such as highways and engineering. In the first half of this year, CHL recruited 45 out of work residents onto our Smart Tenants EU funded training programme to develop budgeting knowledge and skills. Many who have joined this scheme in the last ten months have now gone into work, education or volunteering. In Nottinghamshire, last year ViaEM created a number of new apprenticeships, trained 13,500 young people on road safety and another 8,600 young people received cycle training. Organisational improvement and efficiencies We have created a combined, single IT, Fleet Management and Business Systems team to concentrate on the roll out and development of key changes across the GoC. Furthermore the appointment of a Group HR Director has allowed us to create a cross-group HR function and structure fit for purpose with flexibility for growth allowing us to focus on the development of a new, modern pay and benefits package and a standardised set of HR processes and procedures for a more transparent approach across the Group. Improved Governance In reflection of our size and importance we have also introduced more rigorous governance to support the Group’s operations and increase visibility to our many Stakeholders. 4,154 351 351 4,154 UK’s FASTEST FAMILIES REHOUSED PEOPLE TRAINED GROWING AIRPORT
p16 Corserv tomorrow Looking ahead Looking to the future Whilst progress has been significant, there is still much more to achieve. Corserv is now a functioning holding company that is structured, skilled and resourced to deliver a wider range of services and contribute to the economy of Cornwall in these four different ways. Increased customer focus Developing new Contribution Collaboration opportunities to Cornwall to improve efficiency Preparing for a positive future
CORSERV 4 YEAR BUSINESS PLAN | p17 SECTION 3 | CORSERV TOMORROW We will grow the Group to optimise and focus on local market needs and opportunities through : • Investing in Cornwall, improving infrastructure and delivering community benefits through our own finances with income generated through efficiencies and behavioural change. • Leveraging the benefits of new technology to deliver cost and service improvements. • Providing employment and learning opportunities and apprenticeships for young people and marginalised communities. • Seeking revenue growth opportunities that take full advantage of our partnerships with CC and NCC. • Carefully managing resources, improving productivity and efficiencies. • Delivering ambitious revenue growth and a wide-ranging set of initiatives to manage cost. • Transforming our approach to customer service through innovation, new technology and supporting our staff to ensure the customer is at the heart of our delivery. We will also be taking a different approach to innovation, by establishing the Corserv Innovation Fund. We want to become more agile, more dynamic and broaden our horizons in respect of new ideas so we need to take a fresh, more open approach. We want to attract and develop a network of innovators to help us solve our business challenges, help improve efficiencies, deliver change and transform the business. This may be about new road surfacing techniques, materials innovation or new scheduling software to improve our facilities management proposition. Each year we will allocate up to £100k of capital expenditure to attract innovators to understand our challenges and come up with ideas and proposals, with a supporting business case, for review by our Innovation Panel, established and governed by the Corserv Board. We believe that Corserv is well positioned, being a Group that is separate from the Council but owned by it, to bring so much more to the County and create a compelling story that demonstrates that by doing things differently, and by being more effective and efficient, we can invest in communities, providing resources and delivering things that matter to them. We can create employment and learning opportunities that in turn will contribute to Cornwall.
p18 SECTION 3 | CORSERV TOMORROW Methodology used This strategic Business Plan details the further development of the Corserv Group over the coming four years from April 2018 to March 2022. We have worked collaboratively with CC to develop a detailed, bottom-up business plan that provides a roadmap for the Corserv GoC. This Plan has been approved by the Corserv Board and each of the individual Company Boards to ensure full commitment to its delivery across the GoC. This plan is one in a suite of CC Family of Companies Four Year Plans that together will deliver CC Cabinet’s Priorities and meet the requirements of their MTFS 2018-22. This suite of plans should be read in conjunction with each other so that the alignment and interdependency between them is clear. The Group is also in the process of developing a separate detailed-in-year plan that sets out the operational detail of our 2018/2019 initiatives. In addition, and in recognition of the importance of the environmental, health and safety aspects, we are in the process of finalising separate Safety and Environment Plans, which will be published early next year. The Cormac Review, currently underway, will not only provide opportunities to validate our plans for Cormac (CSL, CCL, CCCS and CFM) but may identify further opportunities. By the end of Quarter One 2018/19, we will have reviewed the outcome of the exercise and agreed required actions with CC. Over the course of the coming four years, we know that there will be emerging opportunities and changes that we currently cannot foresee. Each year, we will revisit this Four Year Plan as we develop our annual detailed-in-year plan. We will validate the initiatives proposed for each coming year, consider whether we need or wish to bring any future years’ initiatives forward and make additions to the plan where we see greater opportunities or emerging risks. As a combined effort with CC, we will agree and manage changes to our strategic and operational plans through a combination of our ongoing collaboration with CC, our governance processes and our annual planning cycle. HEALTHY WISE USE OF HOMES RESOURCES Cornwall Council Priorities DEMOCRATIC GREEN & PROSPEROUS CONNECTED
CORSERV 4 YEAR BUSINESS PLAN | p19 SECTION 3 | CORSERV TOMORROW What we will deliver To achieve our goals and Key Performance Indicators (KPIs) the Group will deliver a total of 61 significant projects, called initiatives throughout the plan, over the next four years. The costs and benefit of the initiatives have been included in the financial assumptions detailed in this plan. Our ambitions are strong and we have identified a further 25 opportunities, called business cases, which we will review within stated timescales to better understand if we can deliver an even greater return. Each of our initiatives has been developed in partnership with CC Commissioners and are fully aligned to their priorities and budgets. Our business case proposals will be worked through with Commissioners as they are developed. Every one of these activities aligns to the Council’s Cabinet Priorities, contributes to the delivery of the agreed financial return and supports our own strategic focus and ambitions and although these initiatives are covered in the detailed functional and company plans, the key themes are summarised here. Number of Strategic Initiatives 10 10 8 8 8 6 6 4 5 5 5 4 2 3 3 0 Central Strategic HR SHEQ Procurement Cormac ViaEM CHL CAL CDC
p20 SECTION 3 | CORSERV TOMORROW Initiatives to change the way we manage our people The delivery of the plan will take energy, determination and commitment from Corserv’s teams so there are a number of people related initiatives to help us modernise and enhance the workforce’s skills, benefits and effectiveness, amongst which are: • A flexible pay and benefits package. • An improved performance management approach with career pathways and improved succession planning. • A modern business culture where we work collaboratively, focusing on delivering what we promise and holding people accountable, but all with a sense of service and community. • The Corserv Group Trainee Management Development Scheme and Highways Apprenticeship Programme to attract and retain the best. • The opportunity to undertake relevant business qualifications (via the Apprenticeship Levy). • New approaches to recruitment such as partnerships with Job Centres, the Prison Service and collaborating with CC and NCC, local schools and colleges. • More opportunities for the socially excluded, under-represented and young people who may otherwise leave the county to further their careers. • Insourcing where it is more efficient delivering savings of £1.2m e.g. Traffic management at ViaEM and Cormac. • Embedding the principles of Equality Diversity and Inclusion (EDI) into all areas the GoC to ensure fair treatment of every employee.
CORSERV 4 YEAR BUSINESS PLAN | p21 SECTION 3 | CORSERV TOMORROW Initiatives to transform our business In conjunction with our people based initiatives, we will also undertake a range of projects to transform the business, including: • The creation of a small Business Change and Relationship function whose role it is to work with the GoC’s to implement the Four Year Plan and ensure the Group has sufficient capacity, capability and tools to deliver its objectives, financial goals and social benefits. • Enhancing procurement frameworks and improving Group rebates and generating income from ‘selling’ Group procurement expertise to other local authorities. • Implementing a number of system enhancements to support business change, such as common and modern IT platforms across the GoC. • Bringing CCL into the Group to fully exploit the opportunities for additional commercial income for both ViaEM and Cormac. • Deliver a range of efficiency projects achieving £19.7m in savings including: • Central management of the fleet saving of £1.3m. • Cormac efficiency programme saving £6.5m. • Customer Services Centre saving £210k. • Strategic Property review saving £1.3m. • Fleet engineering modernisation saving £825k. • Adopting a more commercial and efficient approach at CHL underpinned by “profit with purpose”. • Fully support EDI by considering the different needs of customers and communities in delivering services. • Implementing a more effective way of collecting and analysing data to improve performance monitoring and improve the presentation of information. Initiatives to transform the way we work Transforming our business will make a significant contribution to our growth but we will also need to transform the way we work by building more constructive working relationships and being more collaborative. To support this examples include: • Implement a collaborative approach across the GoC for both relationships with our CC, NCC and external clients and achieve ISO44001 (BSI Collaboration standard) in 2019/20. • Working with CC IT to implement a number of system enhancements to support business change. • Transforming the way we manage our supply chain by adopting a partnering approach and building a supplier community, delivering savings of £7.9m. • Using partnerships to help deliver new opportunities at CHL. • Working in partnership with CC to deliver the Growth and Development Programme. • Seeking new opportunities to deliver services to CC such as the Waste Contract and bringing Cornish Contemporary Living into the Group.
p22 SECTION 3 | CORSERV TOMORROW Initiatives to improve customer service Although many of the initiatives are internally focused, we must improve the way we deliver our services and support the end client and customer. This includes: • More helpful, flexible and visible staff, dedicated to continuous improvement in customer service. • Improved performance and management of our work and its impact on local communities (e.g. road works). • Investment in new technology and IT systems such as an innovative multi‑channel, data driven Customer Service Centre. • Enhancements to technology to support improved service delivery as part of the CHL Transformation Programme. Initiatives to protect our employees and the environment Our operations are significant and touch many people across Cornwall and beyond. It is therefore imperative we do all we can to keep our employees safe and protect the environment and our surroundings. Examples of how we will achieve this include: • Increasing the safety maturity of all our businesses through a range of activities such as investing in training and behavioural safety and management to reduce reported injuries by 20% and removing the ‘blame culture’. • Further improving our effective waste management strategies, maximising the re‑use and recycling of construction waste and minimising amounts sent to landfill. • Reducing damaging vehicle emissions by increasing the number of low emission vehicles in our fleet. • Maximising the availability of products from sustainable sources. • Designing projects to improve land drainage and minimise flood risks. • Reducing the spread of invasive species, such as Japanese Knotweed, that damage Cornwall’s and Nottinghamshire’s native habitat. • Work with our partners to increase the number of open public spaces that enhance both biodiversity and the wellbeing of the people visiting them.
CORSERV 4 YEAR BUSINESS PLAN | p23 SECTION 3 | CORSERV TOMORROW Initiatives to improve individual businesses in the Group Finally we are planning a number of company related initiatives to solve specific issues and challenges within those businesses to improve productivity, reduce costs and support growth, such as: • A transformation and change programme at Cormac for both CSL and CFM, the largest and most diverse company in the Group enabling it to become the place making delivery partner. • A new, more transparent business model for CDC that focuses on delivering development opportunities, jobs and new business for Cornwall leading up to and after Brexit. • An extensive agenda of improvements at the ViaEM joint venture with Nottinghamshire Council to win more business from local framework contracts with the introduction of target costing and a focus on cost reduction and innovative new ways of working. • Continuing successful delivery of Short Term Enablement and Planning (STEPs) and our Corcare domiciliary care service at Corserv Community Care Services through better use of technology. • Improving connectivity to the region through Cornwall Airport Newquay by expanding passenger throughput beyond 500,000 passengers a year through route expansion. • Transforming the CHL business to improve customer service, quality and guided by the ethos of social purpose to provide a safety net for the most vulnerable. • Adapting service delivery at CHL to respond to a changing customer profile and tailoring services to reflect life stages and need. We will of course ensure that we effectively deliver our core ‘business as usual’ functions for the vital public services that we provide, within the agreed cost and to a high level of reliability and quality. We will also remain clearly focused on pursuing our vision and strategic objectives over the longer term.
p24 Making it happen Delivering How will we deliver the plan Our plans are ambitious; they enable change, create new opportunities, promote growth, attract investment and bring value to the whole County. We have considered carefully the best approach to the Group and have decided that we need to have a careful balance between company and centralised functions. As Corserv develops centres of excellence and shared services, the individual companies can focus on improving the quality, value and scope of their particular businesses, all being focused on delivering improved services to Cornwall and Nottinghamshire.
CORSERV 4 YEAR BUSINESS PLAN | p25 SECTION 4 | MAKING IT HAPPEN Our approach also provides the opportunity in the future for adding a varied range of additional subsidiaries into the group of companies, if and when that is required. The Governance structure through subsidiary business Boards and the Corserv Board provides the appropriate level of strategy, scrutiny and assurance at both the subsidiary and Group level. The skill set of subsidiary Boards, for example the airport and CHL, are aligned to the specific skills required for that business activity. At the Corserv Group level the skills mix is more aligned to the overall strategy and oversight of the group as a whole and to the wider strategic opportunities both within Cornwall and beyond. Key Performance Indicators Each company will track its progress and measure its success with a complete set of key performance indicators. Below is a summary of the top KPIs for each across the period of the plan: Company & KPI Metric Cormac Safety: RIDDOR Accident Frequency Rates Delivery: Revenue Growth by CCL v planned revenue budget £ Customer Focus: Cormac client satisfaction index across % stating Good/V Good major contract groups ViaEM Deliver savings £ Generate external income £ Total external income to be generated from repeat business % of income from priority clients External income to be generated outside NCC boundary % of income Cormac Community Care Services Increase direct contact hours: Corcare and STEPS % of hours STEPS clients reporting an improvement in their wellbeing % of clients (with the additional of assistive technology usage) Cornwall Housing Reactive repairs completed on time % Average Re-let times GN standard voids Days Bi-annual STAR survey – % stating Good/V Good Overall satisfaction with Cornwall Housing Cornwall Airport Newquay Safe & secure airport - CAA CAT1 audit findings, Number deficiency notices, RIDDOR incidents Achieve passenger growth target Number of passengers Customer Satisfaction % stating Good/V Good Engaged Employees survey – satisfaction Score out of 5
p26 SECTION 4 | MAKING IT HAPPEN Company & KPI Metric Cornwall Development Company Business & Communities supported Number Jobs created Number of jobs GVA Created £ Corserv Central services Premises Statutory Compliance % of statutory compliance checks completed Operator Compliance Roadside Score (DVSA) measure over 3 year rolling period Customer satisfaction score for Customer Services Centre % stating Good/V Good Corserv HR Group Staff Turnover & Group Staff Sickness % of workforce Recruitment – average time from advert to offer Weeks Employee engagement index Average score Retention – Successor Identified % of roles Procurement Increase revenue from rebates £ Improved Supply Chain Satisfaction % stating Good/V Good Generate Income from Sales of Procurement Frameworks £ Business Change Delivered on-time % of strategic projects On budget (or less) % of strategic projects Benefits realised v forecast % of strategic projects Client satisfaction with delivery of projects % stating Good/V Good SHEQ Safety – reportable Injury reduction AFR % reduction Quality – demonstrating excellence Non Conformity Impact Matrix Environment TBC
CORSERV 4 YEAR BUSINESS PLAN | p27 SECTION 4 | MAKING IT HAPPEN How the Shareholder can help success CC, our stakeholders and client are at the centre of everything Corserv sets out to achieve. We have common goals in all areas in which we are engaged and success will be measured by our effectiveness in building a partnership based on trust, confidence and collaboration and a shared agenda that meets CC’s financial and service delivery requirements. This document sets out Corserv’s commitments to its Shareholder but there are some areas where CC can assist the company, particularly in respect of commissioning to enable a more effective use of resources, lower costs and improve service delivery. For example, longer term financial planning, greater work pipeline certainty, small changes to the pattern of commissioning civil engineering and road projects to smooth the flow of passported work to Cormac would enable more effective workforce planning, reduce the amount of subcontracted work which results from spikes in workflow, and in consequence, increase Shareholder returns. The completion of strategy documents and policy covering CC’s Growth and Development Agenda and Property would have a similar effect, as being able to plan the acquisition of capital equipment, workforce resources and associated training and planning will assist the company in improving the level of service we can offer to clients, and at reduced cost. Likewise, clarity on the strategy for Digital Cornwall and agreement on the technology roadmap will facilitate Corserv in the recruitment, training and deployment of the resources necessary to deliver this vital part of Cornwall’s modernised infrastructure. Similarly understanding more about CC’s emerging plans for the future of Adult Social Care will also inform and direct our future plans. Much of what is described above can be achieved by agreeing workable timescales with our CC partners, and Corserv can assist in this regard by giving better visibility of current and planned workflows. We will do our part in building a spirit of partnership with all our stakeholders and commit to working collaboratively to deliver the initiatives and associated financial returns that are contained in this document. Summary This plan presents an opportunity to deliver a step change in the scale of Corserv’s operations, and of the GoC itself. A total of 61 initiatives across the Group will help transform Corserv to achieve its aim of being the primary source of growth and opportunity for Cornwall and deliver to the benefit of employees, partners, communities and the counties of Cornwall and Nottinghamshire. Successful delivery of this plan will require close collaboration with CC and take a great deal of patience, energy, determination and commitment from everyone. We are confident in not only our ability to deliver but to continue to deliver services as normal as we embark on this ambitious journey. At the end of this four year journey the Corserv Group will have evolved into a new organisation quite different from the one that exists today but one that will be better structured, more agile and delivering even greater value and benefit to Cornwall and Nottinghamshire.
p28 Appendices Biographies Corserv Board of Directors Colin Dennis | Chair of Corserv Colin is currently Chair of a large social housing association and a local authority adult social care provider. He has had a successful career for over 25 years at executive and board level in aviation and financial services. He brings with him his strong entrepreneurial background and strategic focus and a thorough understanding of the role of the non‑executive in strategy, assurance, governance and scrutiny. Cath Robinson | Group Managing Director Cath has over 30 years’ experience in Local Government in Cornwall. Starting with Cornwall County Council as an apprentice she quickly progressed through the ranks after qualifying as a CIPFA Accountant to become the Chief Finance Officer for the Council. Following an MBA at Warwick Business School, Cath diversified her career to include key business functions such as HR, organisational development, commercial and legal services. She has also led operational services such as the Fire Service, Public Protection, Libraries, Customer Services and Property. More recently she was the Chief Operating Officer for Cornwall Council and was instrumental in the setting up of CORSERV and the new group company structure.
CORSERV 4 YEAR BUSINESS PLAN | p29 APPENDICES Joe Keohane | Group Finance Director Joe is ACMA qualified and brings with him substantial experience in a variety of business roles including finance, sales, marketing, HR and operations. He has most recently been directly involved in the development of the joint venture Teckal business model for Corserv and the establishment of Via East Midlands Ltd. Joe has previously worked in the FMCG industry and has experience as a Non-Executive Board Director of the Cornwall LEP (Local Enterprise Partnership). Elaine Holt | Non-Executive Director Elaine has extensive board level experience in both executive and non‑executive roles, plus a track record of business turnaround and sustained commercial success in a range of private and public sector organisations. She has extensive knowledge of the transport and travel sectors, with added expertise in stakeholder management, infrastructure, sales and customer relationship management. Elaine is also a Non‑Executive for Highways England, Cormac and an Independent Shareholder Advisor to the Mayor of Bristol. Tim Jeans | Non-Executive Director A long term aviation professional, Tim has served in many senior positions during his nearly two decades in the industry. As commercial director of Ryanair, Tim played a key role in its European expansion, most notably into Brussels and Frankfurt. He has also served as Chairman of Stobart Air Ltd, Monarch Electric Service Company, and he is currently Board Chairman at Cornwall Airport Newquay. Richard Pears | C ornwall Council Appointee – Non-Executive Director With a background in both business and government, Richard is a serving member of Cornwall Council as well as a St Austell Town Councillor with 5 years’ experience as an elected member. He is currently a Director of iDocpro a software company, as well as GloCrete a smart materials start‑up. He also serves on the boards of two not-for-profit companies. Julian Rand MBE | C ornwall Council Appointee – Non-Executive Director Julian’s professional background is in Finance and Company Management but in the last ten years he’s worked to support economic development across Cornwall. From 2006 to 2013 he successfully chaired a Community Interest Company and is currently the Chair of the West Cornwall Local Action Group delivering leader funding to local communities. Julian was Vice Chair through the previous round of Local Action European Funding, successfully investing over £2m in the local economy.
p30 APPENDICES Glossary of Terms ADF Airport Development Fee ALMO Arm’s Length Management Organisation CAFM Computer Aided Facilities Management’ (System) which provides FM organisations with administrative tools and the ability to track, manage, report and plan facilities operations. CAL Cornwall Airport Limited CC Cornwall Council CCCS Cormac Community Care Services, a business function within Cormac Solutions Limited CCL Cormac Contracting Limited, a trading company established under Section 95. CDC Cornwall Development Company CFM Cormac Facilities Management, a business function within Cormac Solutions Limited CHL Cornwall Housing Limited CORCARE Cormac Community Care Services’ ongoing domiciliary care service CSL Cormac Solutions Limited, a Teckal company DLO Direct Labour Organisation DTOC Delayed transfers of care (bed blocking) EBITDA Earnings before interest, tax, depreciation and amortisation EDI Equality Diversity and Inclusion EGS Environmental Growth Strategy EU European Union FLW Foundation Living Wage FM Facilities Management GVA Gross Value Add HRA Housing Revenue Account IDA Internal Direct Award procurement process (without a competition) IFS Integrated Facilities Services
CORSERV 4 YEAR BUSINESS PLAN | p31 APPENDICES LAs Local Authorities LATCs Local Authority Trading Companies LEP Local Enterprise Partnerships MTFS Medium Term Financial Strategy (2018-2022) NCC Nottinghamshire County Council PSO Public Service Obligation REP Rural Economic Partnership ROI Return on Investment RTB Right to Buy S95 Section 95 of the Local Government Act 2003 provides a general power (subject to a Secretary of State enabling order) for Local Authorities to trade in their function related activities through a company. S151 Section 151 Officer. An officer appointed under section 151 of the Local Government Act 1972, which requires every Local Authority to appoint a suitably qualified officer responsible for the proper financial administration of its affairs. SEP Cornwall and Isles of Scilly Local Enterprise Partnership’s (LEP) Strategic Economic Plan (SEP). SHEQ Safety, Health, Environment and Quality STEPS Short Term Enablement and Planning Service Surplus Company limited by guarantee. Cornwall Housing Limited is a company limited by guarantee; as such it does not have share capital or shareholders but has a member who act as a guarantor. Surplus (or profit) generated by a company limited by guarantee is usually applied for the purpose of the company rather than distributed to members. Teckal The “Teckal exemption” (based on a European Court of Justice judgement 1999 – Teckal (C-107/198); allows Local Authorities to run services through standalone companies (provided the company meets certain requirements of control and at least 80% of the activities carried out by the company must be for the local authority) without having to go through a public procurement process. ViaEM Via East Midlands, Corserv’s joint venture with Nottinghamshire County Council
Corserv Head Office Higher Trenant Wadebridge Cornwall PL27 6TW Tel: 01872 323313 Email: contactus@corservltd.co.uk © Corserv Limited
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