Service transformation – putting people first
Transforming public services is not simply about changing structures – it is also about taking people on a journey. From the Chief Executive to the service user we are all going to have to do things radically differently. At whatever scale service transformation must be designed with real people in mind.
Where people are not at the heart of the process cost savings will be transitory, staff motivation fragile, and the end user won’t get the services they need.
TCC believes the key to unlocking successful transformation is behaviour change. Knowing what drives people to make that change depends on capturing world class insight into the behaviour and values of those who deliver and revive public services.
What TCC can do
TCC can help you put people at the centre of change, building high quality services which meet the needs of your community. We provide support throughout the change process, from public consultation through staff and service user engagement to embedding outcomes.
We put values at the centre of everything we do. Understanding what motivates people to behave the way they do helps us make sure that communications work for the whole community and avoid the risk of turning people off by speaking to them in ways they neither like nor understand.
- Defining a strategy for service redesign
- Understanding the way staff see services and developing a shared language for change – crucial to ensure a common understanding of change
- Working with Members to redesign services, managing competing priorities and political sensitivities – including strategy development days
- Using Values Modes segmentation to understand service users’ views of change and target communications appropriately
- Work with stakeholders to understand their vision for the future, and ensure that there is a shared vision across organisations
- Programme management
- Effective Conversations training – supporting staff to explain change to their clients and deal with anger and misconceptions
- Developing co-production systems (and new service models) which help service users get the services which are right for them – including for vulnerable and hard to reach groups
- Simplifying the citizen journey – ensuring that integrated services result in better results for service users
- Realising benefits and embedding change
- Building capacity among staff to deal with different or expanded roles: training, development and mentoring
Our clients include Northamptonshire County Council, Wolverhampton City Council, and the London Boroughs Barking and Dagenham, Croydon and Havering. To find out more, speak to Kevin Huggins Cooper on 020 8688 0650 or kevin@thecampaigncompany.co.uk.
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service transformation and engagement Northamptonshire
Last Updated on Tuesday, 08 February 2011 15:43