Perform Results

Introduction

As stated in PerformanceImprovement, the PERform evaluation consists of examining an organisation's performance in response to 45 statements divided into 9 criteria and scored for present-day performance and the desired position in 12 months' time.

Bristol Wireless' results are set out below (with thanks to Sam and Pete for having neat handwriting!) and follow the same format as the PERform worksheet. The scores relate to the table at the foot of the PerformanceImprovement page.

Summary Graph

Leadership

1) We possess a clear vision of where the organisation is going which is updated in line with our core values and changing circumstances.

Things we do well

• Clear mission statement and rules.

Ideas for improvement

• Communicating mission to new volunteers.

2) We are accountable for the decisions we make throughout the organisation, ensuring each one moves us closer towards our goal.

Things we do well

• Well-attended business meetings;
• Named individuals responsible for projects.

Ideas for improvement

• Reinforce project manager role;
• More formal monthly updates from project managers/leaders.

3) We use our experience to help shape the environment in which we operate

Things we do well

• We are innovative, attempting to redefine conceptions of IT.

Ideas for improvement

• We should run internal and external training courses.

4) We develop our leadership through personal and organisational development.

Things we do well

• We offer opportunity and responsibility to people who have little experience.

Ideas for improvement

• Introduce support structure for people with responsibility.

5) Leadership at all levels is committed and active inside and outside the organisation in promoting diversity.

Things we do well

• Encouraging diverse groups to use the network.

Ideas for improvement

• Need to encourage new volunteers to become involved in committee/membership.

Where we are today: 4
Where we want to be in 12 months: 6

Policy & Strategy

6) We have an effective team management structure that is developed, reviewed and improved.

Things we do well

• We have identified and named (key) roles.

Ideas for improvement

• Job descriptions; structured way to assess and improve roles (quarterly)

7) We review and update our policies and plans based on stakeholder monitoring, such as customers, investors and policy makers.

Things we do well

• Respond to needs of investors/funders.

Ideas for improvement

• Get feedback from other stakeholder groups.

8) We have strategies and plans that are deployed and improved to secure the future of the organisation.

Things we do well

• 'Blue skies' thinking and identifying market opportunities.

Ideas for improvement

• Clearer formulation of strategic planning on following basis: 3 months (short term), 1 year (medium term) and 5 years (long term).

9) We understand the marketplace and policy framework in which we operate, the challenges we face to develop and promote our objectives

Things we do well

• We understand the IT & ISP markets.

Ideas for improvement

• Liaise better with psand about ISP policy;
• Peter Ferne to liaise with central and local government on policy.

10) We consider the management of diversity to be central to our aims and objectives.

Things we do well

• Inclusion within our service users. We are in contact with hard to reach groups (e.g. elderly residents of sheltered accommodation).

Ideas for improvement

• Encourage new volunteers to get involved with committee. Firstborn and others encouraged to become members.

Where we are today: 3
Where we want to be in 12 months: 6

People

11) We recruit, induct, train and develop our people to meet the present and future needs of our organisation.

Things we do well

• Good at recruitment and induction.

Ideas for improvement

• Need more volunteers with skills appropriate to the organisation (e.g. press officer). More targeted recruitment and training policy;
• Get feedback from ex-volunteers regarding reasons for leaving (e.g. employment, boredom).

12) We review the objectives of our people and appraise their performance to help maximise their contribution to the organisation.

Things we do well

• Starting to review objectives with new volunteers.

Ideas for improvement

• Broaden review process to all volunteers. Use Pete's single A4 form.

13) We encourage and support our people to get involved in helping the organisation to improve, either individually or through teamwork.

Things we do well

• Open to new or innovative ideas or processes.

Ideas for improvement

• Clearer process for propagating new ideas.

14) We communicate with each other freely, we share information, knowledge and experience for the enhancement of the organisation.

Things we do well

• Lots of informal transfer of information and expertise.

Ideas for improvement

• More internal training;
• More documentation.

15) We value and reward our people through recognition and remuneration and call for fair treatment for all through equality and diversity.

Things we do well

• Adhere to established pay scales for work.

Ideas for improvement

• Document hourly rates for various roles.

Where we are today: 4
Where we want to be in 12 months: 6

Partnerships & Resources

16) We have identified our strategic partners and are working with them to add value to and support the objectives of the organisation.

Things we do well

• Good at identifying partners and establishing relationships with them.

Ideas for improvement

• Agree common goals & ways of working together; partnership agreements.

17) We have sound financial processes, controls and reporting mechanisms to help manage our cash flow and budgets.

Things we do well

• Strong controls and budgets for each project.

Ideas for improvement

• Need to implement full costs recovery;
• Written quarterly commentary on the accounts to business management committee meetings.

18) We build our resources and attract finance to support our strategic objectives.

Things we do well

• Good at building resources; qualified success at raising project funds.

Ideas for improvement

• Record valuations of all donations (money, time, in kind, etc.);
• Persist with full costs recovery.

19) We ensure our information systems support the strategic aims of the organisation.

Things we do well

• We take an active role in adapting systems to meet our needs; this includes experimenting alongside working systems.

Ideas for improvement

• Ensure suitable training is given to established volunteers and members, not just new volunteers.

20) We acquire and manage all resources at our disposal including buildings, equipment and materials.

Things we do well

• We now do asset management in the Sugar SRM package;
• Volunteers are enabled to record how their time is spent.

Ideas for improvement

• Quarterly asset management report;
• Better recording of time spent.

Where we are today: 6
Where we want to be in 12 months: 9

Processes

21) We design, develop and improve our products and services based on customer needs and expectations.

Things we do well

• Actively seek feedback from (some) customers and act upon it.

Ideas for improvement

• More ongoing assessment for training and drop-in sessions;
• Establish minimum levels of feedback across services, including free services.

22) We design and improve our processes to best meet the needs of the organisation and its stakeholders.

Things we do well

• Good at streamlining technical processes.

Ideas for improvement

• Pull together existing process documents on the wiki;
• Formalise funding applications process.

23) We have planning and reporting processes in place to enhance customer service.

Things we do well

• Generally good response to network faults.

Ideas for improvement

• Improve quality of telephone system;
• Detailed planning and testing of telephone support.

24) We are focused on raising our profile and selling our products and services to existing and potential customers.

Things we do well

• Quite good at not overselling ourselves;
• Quite good at responding to enquiries and requests for information.

Ideas for improvement

• Appoint a press officer;
• Develop a press pack.

25) We build and manage effective relationships with our customers by understanding their diverse needs.

Things we do well

• Offer/arrange for translation, signing, children, transport, wheelchair access, etc.

Ideas for improvement

• Record gender/ethnicity/age, etc. of network users, but provide anonymity as an option;
• Develop a privacy policy.

Where we are today: 4
Where we want to be in 12 months: 7

Customer Results

26) We have a range of measures in place that help us to evaluate customer perception of our products and services.

Things we do well

• Ongoing support for refurbished PCs and LTSP suites;
• Email address and contact form on website;
• Training evaluation forms;
• Trainee feedback form;
• Ufi monthly stats;
• Network performance feedback.

Ideas for improvement

• Collate as much information as possible into Sugar CRM.

27) We have targets for customer satisfaction that use disaggregated data for age, disability, gender and race.

Things we do well

• We have implicit target of customer satisfaction, although customer satisfaction is currently more anecdotal than measured.

Ideas for improvement

• Set internal targets (say 2-3, e.g. response times, network reliability) other than those explicitly required for funding purposes.

28) We have feedback from customers that shows positive trends or sustained good performance.

Things we do well

• Ad hoc anecdotal feedback available via mailman archives and BB.

Ideas for improvement

• Use feedback for setting/monitoring of targets.

29) We can demonstrate positive relationships with existing customers and are proactive in our search for new customers.

Things we do well

• Anecdotal evidence;
• We are cautiously proactive (try to work within the limits imposed by staff/resources);
• Promotion has also been cautious.

Ideas for improvement

• Annual report needed;
• More news items and press officer required (the latter is main priority);
• More news content on home page of website.

30) We continuously seek to improve our customer service by comparing ourselves with others and developing best practice.

Things we do well

• Networking with other FOSS groups within UK;
• Benchmarking research underway to identify priorities for support and Linux migration services.

Ideas for improvement

• Networking with other groups needs documenting better;
• Monitor benchmarking.

Where we are today: 4
Where we want to be in 12 months: 8

People results

31) We measure what is important to our people such as training and development, equal opportunities, empowerment, motivation and recognition.

Things we do well

• More structure to volunteer induction for new volunteers with quarterly review process.

Ideas for improvement

• Extend review process to longer-serving volunteers;
• Pay people!

32) We have targets set for the above which show positive trends or sustained good performance.

Things we do well

• Fairly good compliance with responsibilities and obligations;
• Qualitative measurement in place;
• Volunteers encouraged to set own targets and do have their abilities stretched.

Ideas for improvement

• C3 employee/volunteer satisfaction survey to be examined, adapted as necessary and incorporated into existing volunteer review process.

33) We have results that compare favourably when reviewed against those achieved by other organisations.

Things we do well

• Good level of volunteer retention and involvement.

Ideas for improvement

• Develop relationship with the Cube (our most kindred organisation locally, also being totally dependent on volunteers).

34) We can demonstrate the results achieved are caused by the approaches we have.

Things we do well

• Better performance since roles and responsibilities defined for key areas.

Ideas for improvement

• Roles and responsibilities need defining for all areas;
• Annual volunteer survey.

35) We have results showing how the organisation performs and is perceived by its people in the management of diversity.

Things we do well

• Good at attracting geeks!

Ideas for improvement

• Improve diversity of skills and interests of volunteers (arts, creatives needed).

Where we are today: 5
Where we want to be in 12 months: 8

Society results

36) We measure our impact on the community and the environment and how society perceives us.

37) We have targets set for the above which show positive trends and sustained good performance.

38) We have results that compare favourably when reviewed against those of other organisations.

39) We can demonstrate the results achieved are caused by the approaches (policies, strategies and plans) we have in place.

40) We encourage diversity and equality in the workplace and can demonstrate the impact this approach has on the wider community.

Note: the answers to this part of the review have been combined below, as follows:

Things we do well

• Volunteers find employment as a result of involvement;
• Involvement in local community;
• Facilitate others' access to network and internet;
• Infrastructure is unobtrusive;
• Favourable press coverage;
• Most volunteers use cycles or walk for transport on most Bristol Wireless business travel;
• Website hosting for local groups;
• Diversity catered for in provision of translation, accessibility, etc. (e.g. website meets accessibility standards).

Ideas for improvement

• Social audit; what social return is there on investment?
• Appoint press officer and work on image;
• Local employment;
• Introduce cycle mileage allowances (currently 20p/mile according to HM Revenue & Customs guidelines).

Where we are today: 5
Where we want to be in 12 months: 8

Key Performance Results

41) We have identified key performance indicators and measure results.

Things we do well

• Refurbished PCs (approx. 300);
• Have established values (the rules & mission statement);
• Informal targets already in situ in line with the co-operative's objects.

Ideas for improvement

• Comparison with other organisations - are we functioning as a co-operative?
• Set target of employing the equivalent of 2 full-time staff by end of 2006.
• Establish targets for training, refurbished PCs, access points, network coverage, Linux migrations (for the latter say 3 by next June).

42) We have targets set for the above which show positive trends or sustained good performance.

Things we do well

• Recycling of redundant equipment;
• Collaboration with Byteback;
• Recycle office waste;
• Equal opportunities policy;
• Website accessibility.

Ideas for improvement

• Buy recycled paper;
• Consider power consumption of equipment;
• Establish baseline for performance review.

43) We have results that compare favourably when reviewed against those achieved by other organisations.

Things we do well

• Results compare very favourably with other wireless projects.

Ideas for improvement

• Consider comparison with the Cube, StreetNet;
• Compare ourselves with other co-operatives, wireless providers.

44) We can demonstrate that the results achieved are caused by the approaches (policies, strategies and plans) we have in place.

Things we do well

• Technical achievements documented.

Ideas for improvement

• Introduce better/proper measurement of other than technical activities.

45) We evaluate the extent to which the organisation's management of diversity is contributing to its business results.

Things we do well

• Measured through funding at present

Ideas for improvement

• Implement the various measuring & monitoring previously mentioned.

Where we are today: 4
Where we want to be in 12 months: 7

Where do we go from here?

We still have one more session to go involving the preparation of an action plan for Bristol Wireless based on the above review. This is due to take place at the lab on Monday, 5th June 2006.

My thanks to Sam Rossiter and Peter Ferne for helping with the note-taking and to Rich Higgs, Jim Farrand and Matt Toseland (and possibly Ben Green!) for their contributions to the performance review meetings.

Steve Woods, 25th May 2006

July update

On 10th July, the above results were collated under different (but equally coherent) headings on the PerformActionPlan page.