Better Ways of Delivering Public Sector Services
Looking at public service as a whole system allows you to understand the complex issues with your current service design and delivery. This then allows you to trial new approaches and evaluate the best way forward. Look at the way that your staff work together, and develop improved collaboration and seamless end to end service outcomes.
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? |
GDS and One Team Gov
The Government Digital Service GDS, since 2011, has quietly been creating a new mind-set and way of managing and working in central government. This One Team Gov set of principles demonstrates what can be achieved with the right leadership and approach.
GDS have used Design Thinking and Leadership techniques that have been successful in the private sector - modified to work in the public sector. It both creates far better services, and allows for Digitalisation to be a part of the process.
GDS have used Design Thinking and Leadership techniques that have been successful in the private sector - modified to work in the public sector. It both creates far better services, and allows for Digitalisation to be a part of the process.
Systems Thinking
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.
Collaborative, partnering, hubs, joined up person centred working that really works...
