Designing Public Sector Services
We cannot keep doing what we have been doing in the public sector, it's not working anymore.
Designing person centred service, using systems thinking; Human Learning Systems
Looking at public service as a whole system, using systems thinking, allows you to understand the complex issues with your current service design and delivery. Systemic design 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.
The answer, as proven by examples around the world, is to make our services better by designing to maximise the value delivered to people, and reduce the waste activity.
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 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
The outcomes were:
- Permanently designing out the waste in the work flow. Activity reduced by 38%.
- Repeat demands fell to 2% from 71%.
- Scores from customers were 9.2 out of 10.
- Empowering staff to do the right thing when they should.
- What was recorded was only what was needed to record.
- Managers had new systemic tools to manage their service differently.
- Developed a learning culture, rather than blame.
- Developed a team based approach to work, smashing silo working.
- Working as one with other services, integrating the workflow, and reducing ongoing referrals.
- Permanently designing out the waste in the work flow. Activity reduced by 38%.
- Repeat demands fell to 2% from 71%.
- Scores from customers were 9.2 out of 10.
- Empowering staff to do the right thing when they should.
- What was recorded was only what was needed to record.
- Managers had new systemic tools to manage their service differently.
- Developed a learning culture, rather than blame.
- Developed a team based approach to work, smashing silo working.
- Working as one with other services, integrating the workflow, and reducing ongoing referrals.
Human Learning Systems, HLS
Human Learning Systems is a collaborative initiative to pull together examples of progressive person-centred systemic redesigns in the public sector. It applies alternative principles of New Public Management, that have been the underlying principles governing the UK public sector and NHS now for the past two decades. HLS uses a set of principles that recognise the complex systemic nature of human interactions, that are key to designing public and local government services.
