Cllr. Paul Scriven – Sheffield, UK INTAN 17 th September 2011.

Cllr. 11 Years Former Leader Sheffield National Advisor To DPM On public services Most Effective local Politician in EU. Winner Council of Year 2010 Advisor to city Of Yiwu,China Board of KPMG UK Works with Tourism Thailand Works with LA’s in Malaysia Works with Councils and Public bodies in UK.

Parent & maternal Provide & Secure Commission & Provide Listen & Deliver Empower & Co- Produce

I want you to spend the next 15 Minutes To write down on a flip chart why you think in modern public services we should put people first. What are the Benefits & what are the Risks?

People First Less Waste & Less Failed Service Better Use of Money More Accountable Meet needs of ALL Breaks Democratic Deficit KPI’s Owned Get things right FIRST time See citizens as co producers More Choice

Getting it Wrong? Those who shout loudest Not Genuine Consultation No link “ask” and KPI’s No Real Culture Change Business Planning Cycle no Change Seen as One off not Central Business Balance of “must does” and “asks” not Explained

Looking at the 1 Malaysia transformation Programme Look at how this has been implemented Say what has worked Say what hasn't worked Indicate what needs to be done different What are the main gaps What do you need to do to improve putting People first?

Polling Focus Groups Expert Opinion Workshops Social Media Open Days

NKRA’s Fighting Corruption Reducing Crime Improving Education Improving Public Transport Improving Basic Rural Infrastructure Eradicating Poverty

Same as 1 Malaysia KPI’s Then local agenda with National Personalisation Citizen Targets Partipatory Budgeting Co Design and Production Payment By Results Mutualise

Working in Table Groups :- List the type of Customer Data you have Look at all the ways you can capture existing customer data Show ways you can use the Data to plan and Review public Services. What issues must we be aware of?

Send Concerns What Information is asked for What is missing Did they think of going elsewhere Before Use Each stage a Smile or Groan Do you have a customer charter Are compliment & complain forms in view Exit Interview What do you monitor? What data do you get and use for Business Planning During Use How many people get a questionnaire Do you hold focus groups Telephone call How do you evaluate the Customer input? After Use

I want you to think once a person Complains what you and your Organisation should do with it? How easy is it to complain? How are complaints monitored Who sees them How are they put into the business planning Cycle How do you learn from the? How do staff learn from them? Do you have a CRM system?

Moving from “do to” to design and produce together Aim to Get Right First Time Cheaper & Reduce Waste Need to Be aware of methods to get insight Need to make Central to Service delivery Make sure you ask people who Don‘t use the service Integrate Complaints & Compliments into business Cycle Invest in CRM – Total way of thinking

The UK Journey

No KPIs Central Professional Professional Central & Local Local customer Driven

Standard for all in UK Made up in London To please planners and Ministers Had little no feedback from Citizen No ownership locally Easy to measure Massive cost with measurement Used as a stick to beat with Limited effect on services Customer priorities not up front

Ambulance Times Health Service Waiting Times Number of New Business Start Ups Fire Service Times Planning Applications Times Number of Children in Care Homes BEWARE PROCESS>>PROCESS>>PROCESS

First Local Area Agreement the Local COMREHENSIVE Area Agreement National Targets and Local ones “pick and mix” Still too “professional” in view Local ones from a “menu” CAA More holistic about people not just service “stick from top” and still seen as top down Money rewards followed Still little customer in put.

Still National One’s included Exam Results added for each school Local ones from pick and mix Number of serious Crimes Number of year olds in work or training Air quality Reduction in arson Old people living independent

Devise a system to ask people to help You set local targets. What methods would you use to ask? How would you make sure “louder” voices Don’t always win How will you deal with process and outcome Issues? What would you do to show progress?

Split City into 7 Areas Polling Open questions “what would make your area better” Focus Groups – local problems Scenario Planning Community Planning events “ One wish” events Used complaints as a proxy for service changes. Budget planning If I ran Sheffield for the day