Birmingham City Council



Going the Extra Mile Award

Service Birmingham is a joint venture company between Birmingham City Council and Capita and our principal focus is to provide cost effective and world-class ICT services to Birmingham City Council and beyond.

At Service Birmingham we aim to create a working environment for our employees that will encourage and reward positive contributions that go beyond their normal responsibilities, to both the company and our customers.

In order to recognise these contributions we have introduced an award scheme called Going the Extra Mile (GEM). This scheme will also focus and link into some of Service Birmingham key values:

For further details on the Service Birmingham GEM Awards see links below:-

This scheme will also focus and link into some of Service Birmingham key values:

• To deliver what we promise

• To work together in teams

• To respect our customers and colleagues

• To encourage and support people to achieve their full potential

• Foster an ethos of innovation and service excellence within Service Birmingham

• Enhance the customer service provided

• Ensure that learning and good practice is shared across departments

• Engage staff in promoting improvements and innovations

• Drive improvements and innovations

• Encourage pride and maintain high morale

• Reward positive attitude and reinforce company values

• Be inclusive and accessible for all employees

• Promote honest and open channels of communication

• Promote the achievements of Service Birmingham to BCC and to the citizens of Birmingham.

Awards Criteria

The scheme will reward and encourage individual excellence in one or more of the following areas:

Isaiah Young-Sam Customer Service: Demonstrates a strong customer service philosophy with a focus on exceeding expectations in terms of quality, timeliness, accessibility and reliability.

Achievement: An exceptional act associated with a non-routine or unique situation. Something accomplished successfully, especially by means of exertion, skill, practice, or perseverance.

Improvements: Safer methods, practices and procedures Ideas (called intangible) which result in benefits that cannot be measured in pounds. These include such matters as improvements in service to the public, changes in procedures, revision of forms and enhancement of employee working conditions, all of which promote better health, higher morale and improved efficiency.

Innovation: The development and transformation of ideas with tangible benefits commercially focused to enhance service delivery and/or efficiency.

The scheme has a separate category to recognise team achievement:

Effective teamwork: Recognising a team which has demonstrated excellent teamwork within their own part of the business, with other departments, or with an external customer.

In addition the scheme also has a CSR award to recognise either a team or individual:

CSR Award: Recognises community involvement and participation that has added tangible value to local people.

Ownership of the Going Extra Mile Scheme.

The Service Birmingham Chief Executive Officer is the overall sponsor of the Award scheme.

The Awards Co-ordinator will be responsible for collating nominations, co-ordinating the awards panel, arranging presentation of the awards and arranging publication of nominees and winners.

There will be publication of winners and all nominees after each quarterly presentation. These publications will be on the Service Birmingham Intranet (internal communication for Service Birmingham staff) and Service Birmingham website www.servicebirmingham.co.uk

Awards Panel

Stewart Wren Service Birmingham Chief Executive Officer

Andy Mackey Operations Director

Jim Gibbs Contact Centre

Sue Jones Revenue Service

David Baxter Client Services and Delivery Director

Krushant Sonecha Finance, Commercial and Support Functions Director

Geraldine Geoghegan Awards Manager

Awards and Celebrations

Awards will be presented quarterly.

All winners will receive a certificate and a personal letter of thanks from the CEO. A record of the Award will be inserted into their personnel file.

In addition, individual winners will receive a voucher to the value of £100 to spend on a reward website.

Winners of the team award will receive a voucher to the value of £500 to spend on a reward website. This should be spent on a team activity (dinner, day out etc).

The panel retains the right to exercise discretion on the number of main awards that are presented. Therefore if they feel that the quality of the nominations is not high enough then some categories may not be awarded.

Chamberlain Awards

All winners will automatically be entered into Birmingham City Councils Chamberlain Awards scheme.

Capita Awards

All winners will automatically be entered into Capita Awards scheme. This is open to all Service Birmingham staff.

The Nominations Process

1) All nominations must be made on the Going the Extra Mile nomination forms. These forms will be posted on the Intranet.They must be thoroughly completed in line with the rules of the scheme. Incomplete forms will not be considered.

Nominations must include a detailed description of the specific ways in which the nominee or team fits the criteria for the award, including how they have delivered the criteria for each Award. Up to one A4 page can be attached to the nomination form to support the entry. The Awards co-ordinator may contact the nominator for further information to support the nomination.

2) The Awards coordinator must receive the nomination forms no later than the advertised closing date for nominees to be eligible for awards. Nomination forms that are not received by the advertised closing date will be invalid.

3) Completed nomination forms will be reviewed by the Awards panel at their meetings when voting will take place. The Panel will use the nomination forms as their primary source of information about nominees. Additional discussions may be conducted with third parties to check appropriate details.

Rules of the Scheme

1) Nominators must follow the nominations process outlined above.

2) Nominees must meet one or more of the criteria for the Award as stipulated in the Awards Criteria within this document.

3) Nominees must either work directly for Service Birmingham or be seconded/TUPEd to Service Birmingham at the time of being nominated and must still be in Service Birmingham's employment at the time that awards are made.

4) Nominees can be of any level within the organisation.

5) The performance/achievement for which an individual is being nominated would normally have taken place within twelve months of the nomination being made.

6) Panel members will not be able to participate in the Panel meeting where:

• They have been nominated for an award themselves.

• They are the line manager of one of the nominees.

• They have a personal relationship with one of the nominees.

• There is some other conflict of interest.

7) An employee or team may be nominated numerous times in each Award period by different nominators; however a nominator will not be allowed to make multiple nominations for the same individual employee or a team during an award period.

8) Self-nomination or collaborative nomination is not permitted.

9) Employees who are subject to formal disciplinary action at the time of nomination or have warnings on file that have not expired will not be considered for an award.

10) Nominations can be made by any employee of Service Birmingham or by any third party who is a direct customer of the nominee in the carrying out of Service Birmingham's business.

11) All nominations will be acknowledged.



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