Transcript Slide 1
Service design and innovation John Beckerleg Director of Supporting Services Chief Fire Officers Association 27 June 2014 Start of the journey........ Three different authorities...... •different boundaries •different services •different sizes •different budgets •different cultures ....I wouldn’t start from here! .. but •similar values •well performing •similar pressures •public service orientated •willing to partner The ultimate destination? Best of the private sector : use of a private consultancy Public - public partnership : sharing services Potential to sell services to others Built on trust Innovation Improved quality Reduced costs 3 design criteria: Additional resilience Agreed at outset Used in the design Different weighting for each partner Steps along the route... Initial managers meeting Initial business case 2011 GO LIVE Strategic business case 2012 Detailed business case 2013 New partners? 2014 2015 Steps along the route... Initial managers meeting Initial business case 2011 GO LIVE Strategic business case 2012 Strategic business case New partners? 2013 2014 2015 Programme management – project team, change teams Pilot shared functions Standard process designs Implementation Staff relocation and transfer (TUPE) Culture workshops, branding,.. Business readiness Communications....Communications.... Communications..........! Service available What does it look like? •Single shared services organisation Central customer contact centre Integrated business centre Other professional teams • Strong theme of self service – web interface • £4m financial savings (apportioned) • All teams under one employer – 400+ staff • Simple governance (legal agreement) (inc. performance and finance) • Beginning to attract other customers • Other future services to share What went well? Detailed specification of each process and cross partner agreement We worked through problems Strong programme management and project team We had strong, determined governance – by the leaders of the organisations Savings - on course to achieve Clear milestones What would I do differently? Do more to prepare the organisations for the change Adequately resource the change Involve staff more in designing the shared service unit – it should be a change for all Spend more time on designing the culture and earlier Even more communications! Explore different views more openly – recognise differences Questions? Success Criteria & Design Principles Improved Service Performance and Quality The future model will: Modernise and improve the quality of support services; Improve the customer journey/ experience; Make best use of technology and deliver process improvement; Remain committed to innovation and continuous improvement Enable each organisation to focus on front line operational service delivery and meet organisational visions and objectives; Improve outcomes for communities across Hampshire. Organisational Resilience and Future Capacity Efficiencies and Cost Reduction The future model will: Attract the best people and retain core capacity of skills, quality and expertise; Demonstrate the resilience, flexibility and agility to respond to changing organisational requirements and priorities over time; Position services for expansion with other organisations. The future model will: Reduce the cost of support function operation whilst retaining appropriate levels of performance, risk management and control; Realise cross organisational savings through sharing of best practice; Deliver procurement savings through influencing the supply chain, maximising links with current procurement frameworks and generating greater buying power with shared suppliers. Generate additional income streams through business development and expansion. Delivery Model: oCreation of a single entity to provide integrated corporate services across the three organisations. oRetain organisational identity. oSimplicity of design and implementation. oJoint direction, governance, control, senior management and co-ownership. oScalability and the opportunity to attract additional core partners or deliver services for other organisations.