Cllr Paul Scriven Sheffield UK INTAN 17 th

* Cllr. Paul Scriven – Sheffield , UK INTAN 17 th September 2011.

• • * Cllr. 11 Years Former Leader Sheffield National Advisor To DPM On public services Most Effective local Politician in EU. Winner Council of Year 2010 • • • Advisor to city Of Yiwu , China Board of KPMG UK Works with Tourism Thailand Works with LA’s in Malaysia Works with Councils and Public bodies in UK.

Commission & Provide & Secure Parent & maternal * Listen & Deliver Empower & Co. Produce

* I want you to spend the next 15 Minutes To write down on a flip chart why you think in modern public services we should put people first. What are the Benefits & what are the Risks?

Less Waste & Less Failed Service Better Use of Money More Choice See citizens as co producers More Accountable People First Meet needs of ALL Get things right FIRST time KPI’s Owned * Breaks Democratic Deficit

No link “ask” and KPI’s No Real Culture Change Seen as One off not Central Business Not Genuine Consultation Those who shout loudest * Business Planning Cycle no Change Getting it Wrong? Balance of “must does” and “asks” not Explained

Looking at the 1 Malaysia transformation Programme • • * Look at how this has been implemented Say what has worked Say what hasn't worked Indicate what needs to be done different What are the main gaps What do you need to do to improve putting People first?

Polling * Focus Groups Expert Opinion Workshops Social Media Open Days

Fighting Corruption Eradicating Poverty Reducing Crime NKRA’s Improving Basic Rural Infrastructure Improving Education Improving Public Transport *

• Same as 1 Malaysia • KPI’s • Then local agenda with National • Personalisation • Citizen Targets • Partipatory Budgeting • Co Design and Production • Payment By Results * • Mutualise

Working in Table Groups : • List the type of Customer Data you have • Look at all the ways you can capture existing • customer data • Show ways you can use the Data to plan and • Review public Services. • What issues must we be aware of? *

Before Use • Send Concerns • What Information is asked for • What is missing • Did they think of going elsewhere During Use • Each stage a Smile or Groan • Do you have a customer charter • Are compliment & complain forms in view • Exit Interview • What do you monitor? • What data do you get and use for Business Planning After Use * • How many people get a questionnaire • Do you hold focus groups • Telephone call • How do you evaluate the Customer input?

I want you to think once a person Complains what you and your Organisation should do with it? • • How easy is it to complain? How are complaints monitored Who sees them How are they put into the business planning Cycle How do you learn from the? How do staff learn from them? Do you have a CRM system? *

Moving from “do to” to design and produce together Aim to Get Right First Time Cheaper & Reduce Waste Need to Be aware of methods to get insight Need to make Central to Service delivery Make sure you ask people who Don‘t use the service Integrate Complaints & Compliments into business Cycle Invest in CRM – Total way of thinking *

* The UK Journey

No KPIs * Central Professional Central & Local customer Driven

Standard for all in UK Made up in London To please planners and Ministers Had little no feedback from Citizen No ownership locally Easy to measure Massive cost with measurement Used as a stick to beat with Limited effect on services Customer priorities not up front *

Ambulance Times Health Service Waiting Times Number of New Business Start Ups Fire Service Times Planning Applications Times Number of Children in Care Homes BEWARE PROCESS>>PROCESS *

First Local Area Agreement the Local COMREHENSIVE Area Agreement National Targets and Local ones “pick and mix” Still too “professional” in view Local ones from a “menu” CAA More holistic about people not just service “stick from top” and still seen as top down Money rewards followed Still little customer in put. *

Still National One’s included Exam Results added for each school Local ones from pick and mix Number of serious Crimes Number of 16 -18 year olds in work or training Air quality Reduction in arson Old people living independent *

Devise a system to ask people to help You set local targets. What methods would you use to ask? How would you make sure “louder” voices Don’t always win How will you deal with process and outcome Issues? What would you do to show progress? *

Split City into 7 Areas Polling Open questions “what would make your area better” Focus Groups – local problems Scenario Planning Community Planning events “ One wish” events Used complaints as a proxy for service changes. Budget planning If I ran Sheffield for the day *

http: //youtu. be/--jan. Wt 9 oy. A *