2012-01-01 2009-11-10 2009-11-10 2009-11-10 A generic process is a term used to describe activities that are generic (or common) to public sector organisations. Collectively the Generic Processes are intended to describe all the activities that a Public Sector organisation undertakes as an aid to gaining an understanding of the organisation and how it is being resourced (at a high level).</br > The scope of the activity is described together with other ‘Non-preferred terms’. (other commonly used alternative names).<br /> Each generic process is attached to a ‘Life Cycle Point’ to describe the point at which each generic process supports the life cycle of a customer transaction, this can be used to aid the comparison of transaction costs between services and organisations. There is a limitation in that the physical allocated ‘Life Cycle Point’ may differ within individual services from those allocated on the Generic Process List but having them applied consistently at a fixed point should help support a consistent view of transaction life cycle costs. http://doc.esd.org.uk/ProcessList.xml http://doc.esd.org.uk/ProcessList/1.00.xml 1.00 Make payments (expenditure) Creditors Credits Grants Rebates Discounts Benefits This covers payments of money made by the organisation (see also Administer Payroll and Pensions) Take payments (income) Sundry Debtors Revenue Rents Invoicing Billing This is made up of three types:- <ul> <li>A one-off (e.g. non recurring) payment by a citizen or body for goods or services provided by the organisation. It is invariably associated with another transaction e.g. Application and/or a booking</li> <li>The act of collecting revenue from a citizen or body - that is periodic income involving a regular payment into the organisation. It does not include the recovery of debts/arrears pertaining to that revenue - see Enforce compliance with decisions, rules, regulations and laws</li> <li>Any other money received by the organisation</li> </ul> Recruit, select and appoint staff Appointments Finding possible candidates for a job, role or function. It may be undertaken by an agency or a manager. It includes selection and appointment. Train and develop staff Personal Development The act of developing relevant skills and competencies of staff including staff induction. Appraise staff performance Job Appraisal Annual Review The act of reviewing employee performance, documenting the review, and delivering the review verbally in a face-to-face meeting. Administer discipline Disciplinary Written Warning Final Warning Disciplinary Hearing Pertaining to the behaviour of employees and the procedure associated with a breach of acceptable discipline and any sanctions that the employer may apply (including dismissal) Administer grievances An internal formal complaint about the behaviour of a colleague or member Administer absences Sickness Annual Leave Holidays Flexi-Leave Compassionate Leave Maternity Leave Paternity Leave Parental Leave Special Leave Any leave of absence of an employee from the work place e.g. annual leave, sickness, flexi or special leave Administer occupational health and welfare services Occupational health and welfare related services Undertake job evaluation A systematic assessment of job content. It establishes the worth of a job in terms of salary or wage compared to other jobs Administer leavers Resignation Redundancy Retirement Death in Service Includes resignations, redundancies, retirement and death in service Administer vacancies Job Position An opening on the establishment that exists when a new position is created or when an existing position opens up due to the termination (dismissal, resignation, promotion, etc.) of an employee. Would normally precede recruitment. Administer procurement and commissioning services Purchasing commissioning obtaining creating The act of acquiring any asset be it physical, financial or intangible (see also: Receiving or making a request for service). Includes work associated with commissioning services and contract management Dispose of assets Sell Discard Donate Delete Demolish Recycle The act of disposing of any non-consumable asset e.g. by sale, discard, demolition, donation or deletion. Would expect such an asset to be on an asset register. Secure assets The act of making any asset secure Repair or maintain an asset Repair Maintenance Fix Clean Update The act of keeping something in working order or the act of putting something in working order again. In this context it also includes maintaining e.g. fixing any sort of mechanical or electrical device or plant should it get out of order or broken (repair) as well as performing the routine actions which keep the device in working order (maintenance) or prevent trouble from arising (preventive maintenance) Respond to an incident concerning an asset Any event which is not part of the standard operation of an asset and which causes, or may cause, an interruption to the use of, or a reduction in, the quality of that asset Manage risks and plan for emergencies The identification, evaluation and management of all the potential hazards and exposures to mitigate loss or damage (physical, reputational or financial etc) Engage and consult with citizens and other parties Consultation Surveys Focus Groups Citizen Panels The act of raising awareness of something to a wider audience in order to consider that audience?s views. This may be asking citizens or other bodies for their opinions on the services that the organisation currently provides or proposes to provide or stop providing or changes/improvements to services. It necessarily involves a two-way communication between the organisation and the citizen. Stronger than simple participation - it implies a fit and an aim of making things happen, a desired end result. Includes the fulfilment side of consultation ? feeding back the results of other consultations and informing the public or staff what the organisation proposes to do having considered the results of the survey. May also include marketing and publicity activities. Deal with a change of circumstances Change of Address Change of Name A notification from a citizen or body or employee that the circumstances:- <ul> <li>by which that citizen or body or employee are known to the organisation and/or</li> <li>of a case currently being processed by the organisation and/or</li> <li>of a licence or permit or the conditions thereof</li> </ul> have changed in some material fact. Intervene to change an outcome Any action or strategy to change a particular problem or outcome or accomplish a specific result. Often used in the field of child welfare or anti-social behaviour Provide information on services Providing web content, posters, leaflets, A to Z of services etc any of which may prevent a separate request for information Avoidance actions and strategies Ensuring outright avoidance of a customer need arising and which may include the reduction or control of the causative factors of need Assess a customer or asset The appraisal or evaluation of a customer or asset. In social welfare terms this may include interviewing a client to obtain the sociological background, psychological makeup, educational and work history, family and marriage difficulties and medical issues to better assess a client's need for assistance or intervention. In asset terms this may be a valuation or judgement on condition to including energy management considerations. Issue a notice/order (of a decision) Stop Notice Prohibition Notice Statutory Notice Decision Notice Road Traffic Order Public Notice The act of issuing/publishing a regulatory or statutory notice or order The act or process of communicating a decision related to the issuing of a licence, permit or certificate. This is distinct from ?Decision? which is the point at which the decision is made Grant a licence/permission/authorisation Licence Conditions Permit Planning Permission Building Control Approval The act of conferring authority upon someone or somebody (i.e. a customer) to do something. To positively approve or permit someone or somebody to do something. Inspect or examine (property, assets, accounts, documents or people) Site Visit Inspection of Documents The act of carefully examining or looking over <ul> <li>property (including plant and other fixed assets), </li> <li>accounts</li> <li>people or </li> <li>documents </li> </ul> This may (but need not always) include a visit in an official or professional capacity Book a room or facility Booking Reservation Room Booking The actual booking of a room or other facility resource - NOT the request for booking Enforce compliance with decisions, rules, regulations and laws Legal Action Proceedings Court Case The act of requiring compliance with rules, regulations, laws and decisions of the Council Deal with a service complaint Dealing with complaints about the actions or inactions of the authority in a particular matter. It pertains specifically to the number of formal complaints received by the authority. It does not include what would be classified as ?business as usual? requests for service e.g. a complaint about a broken street light or pothole or a noise nuisance Review a decision A request for a review or re-determination of a decision made by the organisation. This transaction is the request for, rather than the hearing of, an appeal Manage and support projects and programmes PRINCE2 MSP Capital Programme Methodologies by which multiple change and investment projects can be managed to deliver maximum benefit Manage Budgets Budget Management The allocation of the organisations funding into specific budgets relating to service priorities and the monitoring management and reporting against those budgets by accountable budget holders Undertake operational business resource planning and deployment Objectives Benefits Targets Outcomes and Deployment The operational executing of actions for the achievement of organisational goals and objectives (not the strategic planning process - see Plan Strategy) also includes planning to optimise the use of resources (human, financial and physical) and identifying ways of making them more flexible Respond to a customers request for information or advice Dealing with a request for information or advice of a non-personal, non case related type or providing guidance and/or recommendation to customers on an appropriate course of action. Register, verify or authenticate service users details The process of registering and verifying a customers identity Establish entitlement or enrol an applicant for a service The act of establishing a customer?s right to a service for which they are trying to enrol Receive or make a service request Application Report Complaint (not about service quality) Book Reserve A request from a citizen or body for a need to be met. May be by way of:- <ul> <li>A report by a citizen or body of something which that citizen or body wish the organisation to investigate and/or deal with</li> <li>A demand for benefit assistance or grant-aided funding</li> <li>A demand for money (or equal worth) by way of compensation</li> <li>A request by a citizen or body or by the organisation to the citizen or body to:- <ul> <li>meet an officer face to face (either on site, in the home or at an office) or </li> <li>discuss with an officer over the telephone/video conference</li> <li>book/reserve a place on a course or event being run or managed or facilitated by the organisation</li> <li>book/reserve a physical resource (excluding a venue or facility)</li> <li>book/reserve a venue or facility owned or managed by or on behalf of the organisation</li> </ul> </li> </ul> See also: Adminster, procurement and commissioning services Provide an update on service status Status Request Update on Progress Progress Report An enquiry by a citizen or body into the current state of an account, dataset or case at any given point. Includes a status check and generally the response to a request for an update on status is to establish the current state and report back to the enquirer with this information Interpret legislation The interpretation of legislation Manage organisational performance Performance Indicators Comprehensive Area Assessment The process of quantifying, measuring, correcting and reporting the achievement of organisational objectives Develop policy The formulation of public policies, in collaboration with community, business and public sector leaders, designed to solve identified local and national problems and priorities. This may be in partnership or alone. Plan Strategy The strategic planning process whereby policy objectives are set out in a plan of action designed to set direction and expectations within resource constraints (not the operational delivery of the plan - See Undertake operational business and resource planning and deployment) Undertake operational service delivery The physical act of executing a service request once it has been transmitted which may include an operative, tradesman or service team Complete or annotate a service request or case file record The activities involved in closing or annotating a service request or case file Recover debts Debt Collection The process associated with enforcing the recovery of a debt of money owed to the organisation. Includes all steps short of court action - see also Enforce compliance with decisions, rules, regulations and laws, which may follow this process Deal with a service compliment An expression of praise from a customer about the service received Undertake financial accounting Technical Financial Accounting The technical financial accounting tasks required for the administration of the authority's money e.g. balance sheet preparation, virements, journal entries, closure of accounts, recharges, charge out rates, profit and loss. Administer payroll and pensions Payroll and Pensions Administration Payroll administration: The systems and processes by which employee wages are calculated and paid, including administration of National Insurance contributions (employer & employee), pension contributions (employer & employee), payment of employee expenses and administration of other voluntary salary deductions (such as union fees, childcare vouchers and annual transport passes) Pensions Administration: Administration of employee and employer pension contributions, and the payment of one-off and ongoing pension benefits to fund members and their families