Graham Stallwood FRTPI Executive Director, Planning and Borough Development @GrahamStallwood

The Royal Borough of where?

Challenges Like much of London: Extraordinary high land values Affordability of housing All uses under pressure from housing Housing permissions v build out rates No undeveloped land and limited sites Very high expectations from residents Uncertainty around Brexit Significant change following Grenfell Tower fire

The menu Starter: Performance from a customer perspective Main: Performance from an efficiency perspective Dessert: Performance from an outcome perspective Cheese: What might be important next Q (and maybe A)

Customer perspective (1) Satisfaction = Perception - Expectations

Customer perspective (2) - Challenges Intangibility Challenge 2: Who? Customer of planning service v Customer of planning system

Customer perspective (3) - Tangibility Systems – transparency, alerts, openness, information Artefacts – meet, give, provide evidence, refreshments Ask and engage – question, listen, survey, feed back, co-design

Customer perspective (4) – Who? Who is the real customer at each stage? How do you approach each stage differently now you know? Read your complaint responses. Who are they written for?

Efficiency perspective (1) – 7 or 8 wastes

Efficiency perspective (2) – we all do some! Putting off difficult things Inconsistent approaches Not being accurate or honest at advice stage Complex validation lists Too much handing onto other people Organising site visits or meetings late Not reviewing your case as soon as you get it Writing too much Rushing a report and having to correct it Not challenging consultees Unnecessary conditions Phone call from applicant at an inconvenient time Too much at committee Checking other people’s work Far too many appeals

Outcome perspective (1)

Outcome perspective (2)

Outcome perspective (3) - challenges Are we set up to deliver outcomes? Are we funded to deliver outcomes? Do we behave to deliver outcomes? What happens of we don’t deliver?

What next? Performance beyond now Psychology Professional conclusion versus empathetic conclusion The end of New Public Management? The real arrival of co-design, co-production, community empowerment and a new professional

Graham Stallwood FRTPI Executive Director, Planning and Borough Development @GrahamStallwood