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We've listed our top 10 most annoying regulatory services buzzwords for 2014. Enjoy with a pinch of salt.

1. FISCAL CLIFF
It is said that most public services are going to fall off it in the 2015/2016 financial year. As continued borrowing and increased taxation are ruled out previous government funding can not be afforded. In other words, "we're screwed" (if you are a pessimist) or "were looking at new income streams and ways of working" (if you are an optimist).

2. GOING FORWARD
They are not giving you travel directions they are just telling you about their expectations for the future. Irritating, even to those who find themselves using it.

3. BUILDING RESILIENCE
Long term planning and the ability to respond to change (particularly financial change). Used by management in relation to the ability of authorities to continue providing basic services in the future. Not content with just a survival plan really positive thinkers are also talking about "growth" and "opportunities".

4. CHANNEL SHIFTING
No the English Channel isn't going anywhere. In most cases this is about "going digital" and encouraging clients to use online services; primarily because they are cheaper. Linking "forward-facing" applications to "back-office" systems can often be the key to successful "customer management".

5. SELF-SERVICE
If you've managed to shift the channel your citizens will already be helping themselves online. More than just web information though as the ideal is in providing comprehensive "end-to-end solutions" (another blinder!) without human intervention.

6. AGILE WORKING
This is not about lunchtime pilates or yoga sessions and "mobile working" is so last year. Being agile is being able to deliver a task with the maximum flexibility and the minimum of constraints. "New ways of working" just aint conceptual enough.

7. RETURN ON INVESTMENT
Think of it this way: if we can spend £50000 and, in doing so, make our 5 inspectors 25% more efficient we can make one redundant and still break even in the first year... can't we?

8. INCOME GENERATION
Its hard to find realistic examples of how some services can support themselves financially (although its a difficult task when you're not selling a product like double glazing).

9. TRANSFORMATION MANAGEMENT
Any large business change has several aspects to successful implementation. Whether its a merger, downsize or outsourcing the financial, operational, cultural and technological aspects of "transformation" must all be managed very carefully.

10. JOB SECURITY
This one must have been a mistake; we looked for a definition and all it said was "no longer exists".

Special prize for anyone putting all ten into one coherent sentence. Keep calm and carry on.

The FSA are currently consulting on plans to replace Regulation (EC) 882 of 2004 on official controls for food law. The consultation sets out amendments that the European Commission consider will improve the effectiveness and consistency of official controls accross the EU. The FSA are currently looking for views. The full consultation can be found on their website.

There are a number of proposed changes. Here's a small selection:

FEES
Charges for official controls will be levied on food businesses. This will exclude non-offical activities but may require authorities to charge for inspections, registration, approval and enforcement activity accross the board; albeit to the exclusion of micro businesses. The intention is that fees are calculated so as to enable authorities to fully recover service costs.

It will be up to individual member states as to what level the fees are established and collected. However, it is intended rates will be variable in recognition of good performance.

"Micro" businesses would include businesses employing fewer than 10 person that do not exceed a turnover of EUR 2 million. The EC estimate that up to half of all operators could fall into the "micro" category.

SANCTIONS
National enforcement measures will also be addressed through the legislation. Following the example set by environmental regulation a new provision will set out to ensure that financial penalties offset the economic advantage sought in commission of a violation. There will also be requirements placed on food authorities to take action to investigate suspicions of non-compliance.

TRANSPARENCY
Authorities will have to regularly submit information on official controls, non-compliances and enforcement action.

They will be allowed to publish greater detail of intervention outcomes (not just rating schemes). This may include reports. However, rating schemes must be based on objective criteria.

INFORMATION MANAGEMENT
Data will need to be exchanged at European level through the establishment of a database to manage offical controls. This may involve changes to IT systems at local level.

Encentre has recently been involved in the development of new innovations in service delivery through information technology. The team are keen to emphasize the benefits of using exisitng forms of technology in regulatory services.

"Its not until you start experimenting with technology that you start to recognise it's potential worth for environmental health teams. It doesn't replace officers on the ground but can help steer practitioners away from ritualistic behaviour and enable service providers to become more focused on goals and risk (in other words, help us achieve what we are all here for)". As well as supporting Hampton principles, utilising IT authorities can:

  • Lower operating costs;
  • Become more efficient;
  • Become more outcome focused;
  • Gather measureable intelligence;
  • Analyse and research of information; and
  • Respond to change.

Here are some examples of our recent applications:

ONLINE SERVICES & COMMUNICATION

There are still some core areas where most local authorities are able to enhance service quality, for example, just by improving the use of their own websites and use of electronic communication. Delivering better information on the web, linked into automated replies and in email corresponence will, for many, provide simple and low-cost efficiencies. Performing some simple analysis of the interaction that takes place and the effectiveness of your service allows you to adapt and initiate improvements. Being able to identify patterns in the problems experienced will steer decisions as to where your online effort goes.

APP AND MOBILE TECHNOLOGY

App's have to be able to deliver efficiencies, improvements to servcie delivery or provide significant benefits to customers. We recently designed and produced the Noise Nuisance mobile application which can be used and promoted by any local authority in Britain. The Noise Nuisance App provides key information to complainants, convenient logging of noise events and enables officers to prioritise cases.

Encentre has also started to implement flexible and accessible solutions that will help transform intervention based strategies. One of the new mobile resources we have developed enables food hygiene inspections and paperwork to be completed and delivered fully on-site without the need for paper or an office. There are also opportunities available to integrate mobile solutions with existing IT systems. It has never been more important for Regulatory Servies to capitalise on the benefits that mobile technology offers.

SERVICE PLANNING

One of the disciplines that local authorities sometimes struggle with is in the collection of reliable data. Data is increasingly required to justify and inform intervention strategies. For many the problem has been a cyclical one; without sufficent information the authority are unable to back-up their intervention strategy; nor do they have the ability to measure the effectiveness of their outputs. Systems we are currently developing will allow data to be collected in order to target strategies for the reduction of risk. Intelligence-led servcies allows service managers to implement evidence based intervention and education strategies.

"Most local authorities have the ability to put improvements in place now that will help provide resislient and effective services through to the next decade". To find out more or register your interest through This email address is being protected from spambots. You need JavaScript enabled to view it.

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Who we are

Encentre Ltd

Sunbury on Thames

Registered in England
Company No. 7503516

Encentre Ltd

38 Belgrave Road

Sunbury on Thames

TW16 5NQ

Registered in E&W No. 7503516

 

Email: info@encentre.co.uk

Phone: 01932 761528

Twitter: @encentre

 

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