PEG Critical Success Factors
PEG gathers together observable and measurable attributes of good practice in e-enabled service delivery. These ultimately give you, the senior manager, an overview of departmental perceptions of the authority's performance in nine critical areas:
- CSF1: Improving customer access
- The authority's approach to service provision responds to customer needs rather than the constraints and practices of individual services.
- CSF2: Using information in service
- All departments and service teams actively manage their information and are committed to sharing it to improve cross-service working.
- CSF3: Service processes
- Service processes are precisely described so that improvements to service delivery can be achieved without the risk of failure between processes.
- CSF4: Joining up
- The authority is committed to effective cross-service working both by joining up all relevant services and by using an integrated ICT infrastructure.
- CSF5: Service choices
- The authority has a corporate approach to modernising service delivery through the use of ICT, which offers equal access to service to all members of the community.
- CSF6: Business processes
- The authority manages its business in a way that allows every business case to be developed and assessed in a corporate manner by members, managers and staff.
- CSF7: Partnerships
- The authority's service delivery strategy calls for sustainable partnerships capable of meeting each customer's needs and each partner's objectives in the most effective way.
- CSF8: Resources
- Resource management and development policies support effective service delivery within a context of continuous improvement
- CSF9: Strategic procurement
- The authority operates corporate procedures which maximise the effectiveness of its ICT procurement and minimise the risk of failure.