LEADERSHIP FOR REFORM AND CUSTOMER FOCUS Michael MacMillan, OPSR IPSG 1 December 2005

PUBLIC SERVICES LEADERSHIP CONSORTIUM Joint use of resources Degree of joint activity/ collaboration Joint commissioning Greater linkage between leadership activities Sharing of best practice/ information

Key Policy Drivers …. … Leadership Response Joined up leadership Increase personalisation & choice Service delivery across many sectors and partners Greater devolution and flexibility to local leaders New roles through workforce reform Leadership for reform: values incentives, morale Joined up leadership Collaborative leadership development Delivering services across sector boundaries Common leadership qualities for reform: customer segmentation, marketing, partnership & procurement

The Learning Framework The Spectrum Seeing through customers’ eyes Re-aligning whole organisation The satisfaction mirror Empowering and authorising staff Sustaining management focus Entrepreneurial skills Pre-requisites Learning Areas of the Core Curriculum The satisfaction mirror Transfer of Learning & Embedding

Leadership Communications Implementation Key Points Activities Service Design Staff Engagement

Case Study: Leading Change Management Frog New Frog Unions Frog

Value for Money Building view of the variety of products on offer Better understanding of the market: Of the suppliers Costs and profitability Procurement process Value for Money Indicators Pooling research budgets Joint action on procurement More proactive role in shaping the market Driving improved efficiencies and value for money

LEADERSHIP FOR REFORM AND CUSTOMER FOCUS Michael MacMillan, OPSR IPSG 1 December 2005