Taking a group of 24 senior public sector managers through the start of the journey of integrating a new Digital front end, redefining the Customer Service department where all calls come in, and redesigning services to become person centred and effective happened today.
Some services will see a radical online presence. Those with transactional and standard workflows. Conversely the person support services, like housing, that often deal with complex issues will become more relationship driven. The session was two hours, the purpose was: - For each service manager to take ownership of the end to end design of their service, including the demands that come into CS. - The design and integration of the Digital system into their services, by taking responsibility for its design, and to ensure that the design is optimised for that service in the best way possible.
The session was more of a workshop with questions and discussions, rather than a presentation. the key to it was the feedback from those managers who are already on this journey and what they are learning and doing differently over the past few months.
The session was designed both as a summary of the work I had been doing with them to Understand their demand. Understand being the first step before valuating and deciding on where and how the change shoul dbe and happen. The follow on is to then catch up with each Service Manager and take them through a direct experience themselves through Understanding.
1. The session started with 30 min background to traditional management and how our current management paradigm and beliefs are ultimately flawed for this type of organisation.
2. A brief overview of the debacle what was public sector CRM, and pitfalls of Digital First, surrendering to consultants and trends, etc.
3. Go through the method we used to analyse the calls coming into Customer Services. https://www.improconsult.co.uk/service-design-example8.html
4. Go through a summary of each service according to value and failure and waste. (pic at the top)
5. Agree to follow up with each service manager to work with them to understand and create the design.
The feedback afterwards was positive, despite the fact that I had to show some shocking evidence of our staff and manager relationships.