Better Ways of Delivering Public Sector Services
Looking at public service as a whole system allows managers to understand how to take forward the service, and what skills are required by managers and staff to make this a success.
Successful change in the public sector has been tried several times, by successive governments over the past decades.
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But…
It does not seem that things are getting better, Demand is still rising, Some things are getting worse, Its not a great place to work anymore… So what should we do next?
What actually works? |
The answer, as proven by some councils, is to make our services better by stop designing for service outcomes, and design for value delivered to people
A Council has recently redesigned how their enforcement services engage with the public.
They did three simple things;
- understand how their current workflow works,
- realign their understanding of the work outside-in,
- then redesign their service with their staff, using the new understanding
A Council has recently redesigned how their enforcement services engage with the public.
They did three simple things;
- understand how their current workflow works,
- realign their understanding of the work outside-in,
- then redesign their service with their staff, using the new understanding
They did this by:
- When receiving a demand, to identify the most effective and efficient workflow, to provide the best outcome for that particular person, in that circumstance..
- Permanently designing out the waste in the work flow.
- Empowering staff to do the right thing when they should.
- Only record what we need to record.
- Give managers new systemic tools to manage their service differently.
- Developing a culture of learning, rather than blame.
- Develop a team based approach to work, smashing silo working.
- Working as one with other services, integrating the workflow.
- When receiving a demand, to identify the most effective and efficient workflow, to provide the best outcome for that particular person, in that circumstance..
- Permanently designing out the waste in the work flow.
- Empowering staff to do the right thing when they should.
- Only record what we need to record.
- Give managers new systemic tools to manage their service differently.
- Developing a culture of learning, rather than blame.
- Develop a team based approach to work, smashing silo working.
- Working as one with other services, integrating the workflow.
