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Service design and innovation

Service design and innovation. John Beckerleg Director of Supporting Services Chief Fire Officers Association 27 June 2014. Start of the journey. T hree different authorities...... different boundaries different services different sizes different budgets different cultures. .. but

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Service design and innovation

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  1. Service design and innovation John Beckerleg Director of Supporting Services Chief Fire Officers Association 27 June 2014

  2. Start of the journey........ Three different authorities...... • different boundaries • different services • different sizes • different budgets • different cultures .. but • similar values • well performing • similar pressures • public service orientated • willing to partner ....I wouldn’t start from here!

  3. 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 3 design criteria: Reduced costs Improved quality Additional resilience Agreed at outset Used in the design Different weighting for each partner

  4. Steps along the route... Initial managers meeting GO LIVE Initial business case Strategic business case Detailed business case New partners? 2011 2012 2013 2014 2015

  5. Steps along the route... Initial managers meeting GO LIVE Initial business case Strategic business case Strategic business case New partners? 2011 2012 2013 2014 2015 Programme management – project team, change teams Pilot shared functions Service available Standard process designs Implementation Staff relocation and transfer (TUPE) Culture workshops, branding,.. Business readiness Communications....Communications.... Communications..........!

  6. 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

  7. What went well? We had strong, determined governance – by the leaders of the organisations Detailed specification of each process and cross partner agreement Savings - on course to achieve We worked through problems Strong programme management and project team Clear milestones

  8. What would I do differently? Do more to prepare the organisations for the change Spend more time on designing the culture and earlier Even more communications! Adequately resource the change Explore different views more openly – recognise differences Involve staff more in designing the shared service unit – it should be a change for all

  9. Questions?

  10. Success Criteria & Design Principles

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