the hillingdon improvement programme - London Borough of ...

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Hugh Dunnachie, Chief Executive and Cllr Ray Puddifoot, Leader of the Council
The Hillingdon Improvement Programme 5 Introduction by Councillor Ray Puddifoot, Leader of the Council Welcome to the Hillingdon Improvement Programme (HIP) annual report for 2007. HIP is a council-wide programme, which aims to deliver excellence as set out in my vision for the council. When I became Leader of the Council in 2000, it was clear to me that we had a lot of work to do to change the culture and operating model of the council if we were to improve the services we deliver to our residents. In 2003, following a business process re-engineering exercise using external consultants, I introduced HIP as a way of speeding up our ambitious improvement agenda. My intention is to build a more customer-focussed organisation, to modernise our business processes and to free up resources to provide improved services for our residents. From its inception, I have led HIP by chairing the steering group to ensure that we remain focused on the needs of our residents above all else. HIP has already been extremely successful, helping us to achieve financial stability, increased capacity and a change of culture across the organisation. However, 2007 saw unprecedented change in our organisation, with HIP delivering substantial improvements both in the way we work and in the way we deliver services to our residents. As Leader of the Council, I am immensely proud of all that HIP has achieved and the changes that can be seen both inside and outside our council. I have said many times that the real test of how well we are doing is what our residents think about us. HIP has delivered many improvements in the last 12 months and looking ahead to the coming year, our increasingly ambitious Hillingdon Improvement Programme, which other councils are now looking to emulate, will further improve our residents’ satisfaction with their council, our staff and our services. Cllr Ray Puddifoot Leader of the Council
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