Transcript The Method of Success in Birmingham City Council

CHAMPS2
The foundations of
Birmingham City Council’s
transformation success
Glyn Evans
Corporate Director of Business Change
Birmingham City Council
We are big!
20,000 tonnes of
paper recycled
– 40,000 non-teaching staff 68,020 Council
houses maintained
– £3.5bn budget (at the
2,499 km of roads
moment!)
maintained
– Hundreds of services
acres of park
– Thousands of locations 2,675maintained
– One million residents
14,371,230 school
meals served
4,174,716 library visits
40% of Birmingham
owned and managed
176,495 pupils taught
Council Tax collected
on 390,792 homes
Birmingham’s transformation goals
Customers
Step-change in service quality
Efficiencies
Improved
efficiency
Improved
process
efficiency
Staff
Increased job satisfaction
Drivers for change
• Financial
–
–
–
The Recession/‘Emergency Budget’
Comprehensive Spending Review (Oct 2010) – 28% budget reduction
Local politicians’ desire to keep council tax low/frozen
• Government Expectations/Agenda
–
–
Efficiency & Reform
Reduce structural deficit
• Customer Expectations
–
–
Improved services
Better customer experience/ more ‘joined-up’ for effectiveness
• Partners/Public/voluntary Sector
–
–
Shared data
More ‘joined-up’ for efficiency
• Demographics
–
–
Aging population
Young city
Incremental improvement wasn’t enough.
We needed to transform.
We define transformation as …
…fundamentally changing form or shape
…becoming something different
…doing different things (not doing things differently)
…behaving differently
…being viewed by others as something different
www.champs2.info
What we are doing
An excellent service that delivers
Reducing the city’s environmental
homes to be proud of; providing
impact in order to improve people’s
Environment
Housing
quality
housing
that
meets
the
Improving outcomes and lifequality of life now and in the future
needs of
in the city
Expanding direct choice for adults
chances
foreveryone
all children,
Children, Young People &
Adults
in need of care
to better meet their
particularly
vulnerable
Familieschildren
Achieving
significant
savings
st
needs
through
earlybetter
intervention
through
procurement,
anin the 21 century
Putting the customer first ; a
Corporate
Services
"Amazon.com" style of ordering, Customer First
record
allowing
integrated
Workspaces single
that
support
agile
Transformation
Helping
the
Council
to make
greater compliance with
responses
to
customer
needs,
working
a better
Improving the way
that weand provide
best
use
of
its
people
resources
corporate
contracts
and
more
Excellence
in Information
Excellence
in People
tracking
ofperformance
service
requests
staffuse
environment
to
help deliver
create,
manage
and
our easy
Working
forand
the
Future
improve
consistent
Management financial information
Management
and
better
service
standards
improved services
to ourlive management
wealth of information
through
customers
Realising more
than £2 billion ofinformation
benefits (£1.5and
billion
cashable)
corporate
over ten years for an investment of £670 million
behaviour standards
CHAMPS2
Change Management in the Public Sector
We created a method covering the entire business transformation
lifecycle - CHAMPS2, providing:
• A vision-led, benefits-driven delivery approach for the programmes
• A structured approach for radical change
• A single language for all those involved across all functional boundaries, client and
consultant teams
• A truly holistic approach , including business processes, organisation change & technology
• Risk prevention for major business transformation programmes
• Reducing cost of delivery and implementation
• Improving programme planning & added rigour to business cases
• Quality assurance for the programme management teams
CHAMPS2 supports the delivery of
tangible transformation outcomes • Better for the customer
• greatly improved services – more responsive and effective
• Better for the taxpayer
• a far more efficient organisation
• an efficient mechanism for achieving change – a return on
investment ration of 2.4:1
• Better for the employee
• improved job satisfaction through increased clarity about
role and contribution and a focus on performance
management
CHAMPS2 supports transformation in
following a number of key themes
•
•
•
•
•
•
True business transformation – redesigning service delivery
around customer needs –changing what we do, not just
changing how we do
Collaboration – tapping into synergies between councils,
partners and other public sector bodies
Smart procurement – better service management, process and
tools
Better use of technology – joining up information, promoting
service integration and optimising use of telephone and internet
Asset management – assets shaped around service delivery
needs
Excellence in people – developing capacity and capability
through our staff, providing job satisfaction
Cost
Value
The public sector value chain
Elements
£
People,
Property, IT,
Goods and
Services
Organisations
Management
Service
Design
Services
Interventions
INPUTS
PROCESSES
OUTPUTS
Quality of
Life
Results
OUTCOMES
How to save
Cut supplier
prices
Cut overheads
Cut staff costs
Sell assets
Increase
income
Demand less input by:
•Remove duplication
•Redesign
•Lean Mgt (cut rework)
•Cost effective access
•Reduce complexity
•Coproduction
Choose the
most
effective
Use
evidence
Stop doing
things
Prioritise
Limit priorities
Remove
outcomes
Project
Management
Concerned with Inputs
On time
To budget
Milestones achieved
Resources allocated/
utilised
Concerned with Outcomes
Business case implemented
Benefits realised
Post project ‘embedding’
activity
Culture change
Change
Management
Charismatic
Leadership
Operationalising
Change
Innovation
Process
The myth of innovation
The reality of innovation
CHAMPS2: a common sense approach
Transforming Public Services
Initiating
Change
Strategic
Need
Identifying & Planning
Transformation
Transformation
Initiation
Phase 0
Visioning
Phase 1
Shaping
&
Planning
Phase 2
Realising Benefits
Transforming Services
Design
Phase 3
Service
Creation
&
Realisation
Phase 4
Proving
&
Transition
Phase 5
Stabilisation
Phase 6
Benefits
Realisation
Phase 7
Programme & Project Management
Provides a repository for
best practice as it is developed
within the Council
Ensures quality & consistency
across the transformation
programmes
Reduce the cost of
delivery and implementation
Helps manage programme risk
Adds rigour to programme
costing
Reduces rework &
reinvention
Provides a structured
& professional
approach to transformation
Improves programme
planning
Strategic
Outcome
CHAMPS2 is a rigorous solution •
•
•
•
•
•
•
•
•
•
specifically for transformation (not for continuous
improvement)
complete (end-to-end) and detailed (right down to document
templates)
comprehensive (from behavioural change to benefits
realisation, from technology to training)
allows phasing to match available resources
flexible to different scales of organisation and programme
tailors information and detail to the audience
Reduces risk and cost by providing clear guidance, tools and
techniques
Achieves high standard of programme delivery through quality
management framework integrated within the method
Gives leadership control through comprehensive gateway
processes
Builds internal change management capability within your
organisation
CHAMPS2 delivery benefits for Birmingham…
Full integration of solutions for the business
areas:
• Best practice programme management
• Programme governance
• Business process redesign – not just
improvement
• Change management
• Politically sensitive organisational change
• Training
• World-class ICT implementation
Unique selling points • Consistent – in approach and standard to change
management and the transformation of services within
the public sector.
• Extensive – supports large-scale interdependent change.
It’s about service transformation.
• Comprehensive – a robust solution; covering full service
transformation from initial visioning through to benefits
realisation.
• Flexible - can blend with other management models into
the activities that facilitate change - solution can be
adapted in whole or part.
• Inclusive – for a blend of external / internal capacity to
deliver transformation.
• Available – for any organisation to deliver transformation.
• Proven – has already delivered real cashable benefits
within Birmingham City Council.
Other Key Features of CHAMPS2
Vision-led
Strategic
Strategic
Need
Outcome
Benefits-driven
• Explores full potential for change
• Logical and structured approach
• Rigorously costed and justified business
cases
• Control through extensive gateway process
• Tracks and delivers the outcomes and
benefits
• Quality management framework
Benefits
• Non–financial - customer satisfaction, reputation
• Financial
– Cashable
- delivering same for less money
– Non-cashable - delivering more for same money
Benefits Lifecycle:
Identified
Defined value
calculated
Validated
Refined
definition
and value
Enabled
Solution
is ready
Realised
The
difference is
made
External Interest in CHAMPS2
• 942 registered members from 32 countries
• 849 UK members – 610 from public sector
• 65 countries visiting website
• On-line forum
• Interest from training organisations
• Interest in Birmingham experience
Find out More -
www.champs2.info
• Knowledge Centre
• Flow diagram
• Reference Manual
• Poster
• e-Learning
• Training courses: Essentials
Foundation
Practitioner