We also aim to ensure that our services are supported to provide high quality information, advice, advocacy and money advice services - by setting and monitoring quality standards, providing training and expert advice and a range of other supports such as websites and publications. Governance We have a comprehensive financial control and reporting framework for delivery services getting an operational grant to ensure that appropriate services are provided in return for funding. Service agreements between CIB and each of our delivery services (98 separate legal entities) set out the commitments both parties make to each other, including the services that will be provided. These agreements cover standard items such as service delivery, governance, financial controls, HR practices, reporting guidelines, evaluation and monitoring. Our internal audit process includes sample audits of delivery services by the internal auditors with recommendations which are used to update and improve compliance with the governance and reporting requirements. We provide extensive governance support to the boards of delivery service companies. For example, we provide employer and staff handbooks and guidelines on recruitment, including the drafting of employment contracts. Delivery services can access a separate structure for industrial relations and human resource advice and support and a Professional Trustee service for their occupational pension schemes (funded by CIB). An Employee Assistance Programme is available to all delivery services. We also provide training for the boards of management of delivery services (see Keeping delivery services up to date on page 16). Training and quality Training and quality supports aim to ensure that the citizen gets a consistent and high quality experience when interacting with any of the services we fund. The EFQM (European Foundation for Quality Management) Gold Star Service Excellence programme is a customised entry-level quality programme. It has a strong focus on customers, customer consultation and customer satisfaction, and encourages shared learning, both formal and informal. The rollout of the EFQM quality assurance system to our delivery services was completed at the end of April 2015. All CISs, MABS, SLIS and CIB have now achieved the EFQM Gold Star Service Excellence Award and three services achieved Role Model status. The National Advocacy Service is expected to achieve validation in 2016. During 2015 we also
We also aim to ensure that our services are supported to provide high quality information, advice, advocacy and money advice services - by setting and monitoring quality standards, providing training and expert advice and a range of other supports such as websites and publications. Governance We have a comprehensive financial control and reporting framework for delivery services getting an operational grant to ensure that appropriate services are provided in return for funding. Service agreements between CIB and each of our delivery services (98 separate legal entities) set out the commitments both parties make to each other, including the services that will be provided. These agreements cover standard items such as service delivery, governance, financial controls, HR practices, reporting guidelines, evaluation and monitoring. Our internal audit process includes sample audits of delivery services by the internal auditors with recommendations which are used to update and improve compliance with the governance and reporting requirements. We provide extensive governance support to the boards of delivery service companies. For example, we provide employer and staff handbooks and guidelines on recruitment, including the drafting of employment contracts. Delivery services can access a separate structure for industrial relations and human resource advice and support and a Professional Trustee service for their occupational pension schemes (funded by CIB). An Employee Assistance Programme is available to all delivery services. We also provide training for the boards of management of delivery services (see Keeping delivery services up to date on page 16). Training and quality Training and quality supports aim to ensure that the citizen gets a consistent and high quality experience when interacting with any of the services we fund. The EFQM (European Foundation for Quality Management) Gold Star Service Excellence programme is a customised entry-level quality programme. It has a strong focus on customers, customer consultation and customer satisfaction, and encourages shared learning, both formal and informal. The rollout of the EFQM quality assurance system to our delivery services was completed at the end of April 2015. All CISs, MABS, SLIS and CIB have now achieved the EFQM Gold Star Service Excellence Award and three services achieved Role Model status. The National Advocacy Service is expected to achieve validation in 2016. During 2015 we also
annual_report_2015_en.docx