How to Engage with a Service Review
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Transcript of How to Engage with a Service Review
How to Engage with a Service How to Engage with a Service ReviewReview
Sue Thiedeman and Howard Simmonsfor
TNA and CALGG
What’s on the HorizonWhat’s on the Horizon
The ContextThe Context
• Economic Climate• Local Government Finance• Comprehensive spending review (s)• Changes to the way Local Government is
funded• Impact on Local Government Finance• Tough decisions required
Funding Outlook for CouncilsFunding Outlook for Councils
Funding ChangesFunding Changes
• No longer by formula grant• Linked to incentives
– Building new homes– Business rates retention ( thriving economy)– Creating jobs (growth and reduction in benefits /
increased council tax)– Level of council tax
CSR Cuts to Local GovernmentCSR Cuts to Local Government
Impact on Public Services Impact on Public Services
50
60
70
80
90
100
110
2009-10 2010-11 2011-12 2012-13
Ind
ex (2
009-
10=
100)
Highways andtransport
Cultural
Housing
Planning and development
Environmental
Corporate PrioritiesCorporate Priorities
• Key Strategic Documents• Based on the needs of the area including big
priority areas:• The approach to service cuts will depend on
the corporate priorities• Different ways to make a service more
efficient• Members are making difficult decisions
The Service ReviewThe Service Review
• Different levels and approaches• Service/Departmental/Thematic/Directorate/ Council
wide/Partnership• Core elements include: Why provide? - Mandatory/Discretionary baseline Inputs - Budgets/Staffing/Accommodation Outputs - usage/transactional costs/VFM Outcomes - delivery against Corporate agenda Transformation – doing differently or not at all
The Service ReviewThe Service Review
Rudyard Kipling – “The Elephant Child”
I have six honest serving men They taught me all I know I call them What and Where and When And How and Why and Who
Business Process Business Process Re-engineering/TransformationRe-engineering/Transformation
•Internal or External Challenge and change agents•Sector led Improvement/peer review/self assessment•External Business Partners – Capita/KPMG/PWC• Search for VFM and Continuous Improvement•Economy/Efficiency/Effectiveness/Equity in processes and outcomes
Lessons Learnt to DateLessons Learnt to Date
• Understand the Context• Clear Statement of Purpose and Outcomes• People/Staff are key to Improvement• Consult Staff, Users, Community• Challenge Attitudes and Performance• Support Management of Change – different
ways of organising/delivery• Clear Evidence Base
Key QuestionsKey Questions
• Need for the Service?• Clear and Challenging Aims?• Contribution to Corporate Priorities?• Effective Performance Management?• Comparison with Similar Services –
performance and cost?• Scope for Improvement – Direction of Travel?
Lean Thinking Lean Thinking
• Focus on the customer/client/user• Identify and understand how the work gets done
– the value stream• Manage, improve, and smooth the process flow• Remove Non-Value-Added (NVA) steps and waste• Manage by fact and reduce variation• Involve and empower the people in the process• Undertake improvement activity in a systematic
way
Six SigmaSix Sigma
• Application of the DMAIC methodology• Define/Measure/Analyse/Improve/Control• Structured, rigorous approach to process
improvement• Goal is to achieve 3.4 defects per million parts
(or opportunities of doing it wrong) known as 6 Sigma with value stream mapping
• “Kaizen” – Continuous Improvement
Survival GuideSurvival Guide
• Be Proactive• Be Strategic• Be Systematic• Understand the Evidence base• Demonstrate Outcomes/Value Added• Identify Champions and Advocates• Build Partnerships
Small Group ExerciseSmall Group Exercise
• Pitfalls of a service review– Think about possible pitfalls of a service review– Share your experiences
Case StudyCase Study
• Richard Taylor – York • Caroline Sampson - London
Preparing For a Service ReviewPreparing For a Service Review• Do a review yourself• The new accreditation standard is a good opportunity • Consider the Culture and Sport Improvement Tool
– An evidence based self – assessment benchmark– Covers the 8 themes of excellent organisations
• Benchmark information on other similar services– How many staff they have– What they cost– Performance – number of users etc– Range of activities
• Utilise peers or critical friends and be open to challenge
The Right Kind of EvidenceThe Right Kind of Evidence
• Make sure you are comparing like with like and be able to explain differences– Number of staff – Size of service – The offer?
• Financial information• VFM - Cost / performance / satisfaction?
The Impact of Your ServiceThe Impact of Your Service
• What does your service do?• What difference does it make ?• Who uses the service and who doesn’t?• What do people think of you?• Utilise your internal and external customers• Emphasise your statutory responsibilities
– TNA Guidance
Meeting Strategic OutcomesMeeting Strategic Outcomes• How does your service fit into the bigger
picture ?• Demonstrate how you meet the Council’s
strategic objectives• Culture and Sport Outcomes Framework
– Logic Model– Outcomes Triangle– Evidence– Performance Indicators
Outcomes Framework ExerciseOutcomes Framework Exercise
• Think about how your service meets strategic Outcomes– Health and Wellbeing– Economic Growth– Learning / Education attainment
Engaging Local PeopleEngaging Local People
• How does your service engage local people?• Who do you engage with? • Who don’t you engage with? – • Equalities Impact Assessment• What VALUE does your service add to local
people• What are satisfaction levels ( users / non
users)?
Raising your profileRaising your profile
• Who knows about your service, what it is and what it does?– Ideas for “Making News”
• Press and PR• Social media• Events and activities
• Make the most of your key relationships• Utilise your stakeholders to support you and
advocate on your behalf
Stakeholder MappingStakeholder Mapping
Effective AdvocacyEffective Advocacy
• Advocating effectively is absolutely critical• Need to be proactive in promoting the service• Maximise your key relationships• Advocacy Exercise
– An opportunity to practice your pitch– Designed to help you think about key messages to
different audiences
EvaluationEvaluation
• Utilise your Action Planning Log• What happens next
– Another seminar in London 14 July– Develop and share legacy documents
• Evaluation – utilise flip sheet charts and post it notes
• Close