B8 – Outcome Focus – it’s just knowing what you want TPAS Cymru Annual Conference Nov. 2013

The Workshop Offer:  This workshop will give you spectacles to see outcomes in focus.  Whether it’s effectiveness of TP activities, performance of services, or meeting regulatory requirements – outcomes are the results that count.  Get it clear and get the results you want.

Exercise 1 1.Ask for examples of TP activities 2.In groups discuss one activity about engaging residents 3.Identify the purposes behind the activity – put on a flipchart 4.Each group briefly explains its activity and purposes Test for real purposes by asking ‘what for?’

Purposes of Participation  Shape services to users’ needs;  Improve quality of health /security etc;  Increase skills and confidence of users (and staff)  Increase influence of users and citizens on decision making  Increase accountability of public services to users  Improve quality of life and environment in the community

Core Purposes of TP

Getting results is about - Achieving your purposes (mostly ends/impact - can also be about process) - Making the changes & improvements you want

What is an Objective?  A summary of your purpose  The purpose behind your actions  The reason why you are doing what you plan to do Objectives are broad purposes which need unpacking in more detail

Environmental Improvement Programme Objectives 1.To increase access to employment for local people 2.To improve peoples’ skills & employability by increasing local training opportunities 3.To retain money in the community 4.To reduce anti social behaviour 5.To build community capability 6.To increase community groups access to additional resources Usually there are several objectives that together would achieve the overall aim of an organisation

Mixed up objectives  We will increase the involvement of tenants at all levels, in ways that suit them, and work in partnership with them to improve the quality and delivery of services.

What is an Outcome?  More specific results that add up to achieving your purpose  What has changed or improved as a result of what you did  The difference you have made Often difficult to measure by counting, may need subjective assessment e.g. : children having fun, a better service, people feel safer at home, better quality of life, increased skills and confidence

What is an Action?  The tasks or activities that you do – to achieve your outcomes and purposes Usually actions produce a ‘thing’ such as a report or procedure, or a quantity of things eg. a number of training courses delivered Can usually be counted e.g. a (one) new playground on an estate, a revised complaints procedure, 20 new street lights installed, formation of a new users support group, 5 training courses, etc

Action to produce Outcomes ACTION/ACTIVITY build a new playground on an estate 20 new street lights installed 5 training courses provided OUTCOME children having fun healthier children people feel safer at home increased skills and confidence

Are these outcomes? 1.We will have an incentive scheme to encourage tenant involvement 2.We can target TP activities to specific groups 3.The Panel will be representative of all areas and diversity of tenants 4.Older tenants will be aware of services available 5.We will have a tool to monitor TP 6.We will contact tenants by text for a range of issues 7.Aim to set up 5 groups 8.Involved tenants will have greater confidence to attend meetings and conferences.

EX 2 - Are these outcomes? 1.We will have an incentive scheme to encourage tenant involvement 2.We can target TP activities to specific groups 3.The Panel will be representative of all areas and diversity of tenants 4.Older tenants will be aware of services available 5.We will have a tool to monitor TP 6.We will contact tenants by text for a range of issues 7.Aim to set up 5 groups 8.Involved tenants will have greater confidence to attend meetings and conferences. Ac Out Ac Out

Expression is Important We make it easy for people to understand what to expect from our services and how to access them. Measure? – Did we make it easy? Likely to be told what we did. Outcomes: People understand what to expect from our services. People know how to access our services. Measure – Do people know and understand (more than they did)?

Why is outcome focus important? Shared purpose & expectations Planning more effective Seeing results motivates people Evidences achievement Identifies weaknesses & gaps as well as strengths = Self assessment

Exercise 3 1.Hand out sheet with lists of outcomes and actions 2.Can anyone spot the problem with the lists?

Objective: Encourage and develop cohesive and responsible communities Intended OutcomesActions 1. Tenants satisfied with their neighbourhood as a place to live 1.1 Carry out assessment of neighbourhood priorities against the WHQS environmental standard through local consultation. 1.2 Review neighbourhood walkabouts assessing effectiveness and regularity 1.3 Implement action plans developed from rural engagement programme 1.4 Establish neighbourhood panel to support decision making on neighbourhood issues 1.5 Seek funding for a community arts project 2. Tenants and residents have better access to community based services and activities 2.1 Repeat action – 1.3 above 2.2 Carry out feasibility into establishing mobile services through a community bus and implement recommendation 2.3 Develop Community Garden scheme 2.4 Implement Happier & Healthier Framework 3. Tenants and residents interact more between different ages and social groups 3.1 Implement intergenerational activity programme in partnership with scheme residents and Senior Voice 3.2 Organise community based events based on 'Jamie's Big Lunch'

Links of Purpose Objectives Intended Outcomes Actions Achievements – Actual Outcomes

Structure and Links ObjectivesIntended OutcomesActions Obj Obj Obj

Structure and Links ObjectivesIntended Outcomes MeasuresActionsTargets

Structure and Links X Actions Increase membership of FTP to 15 representative tenant members and 15 representative staff members Intended Outcomes The FTP will be representative of tenants from all areas and will reflect the diversity of our tenants. Staff will be representative of all service areas

Structure and Links √ Actions 6.1 Increase membership of FTP to 15 tenant members and 15 staff members 6.2 Develop area tenant groups 6.3 Profile diversity of tenants 6.4 Agree which diversity groups should be represented 6.5 Design election/selection of representatives from each area to meet the diversity requirements 6.6 Select staff from each service area Intended Outcomes 6 - The FTP will be representative of tenants from all areas and will reflect the diversity of our tenants. - Staff will be representative of all service areas

STRUCTURE: Action Plan Tips  A plan document should follow the order of planning and thinking: aim – objectives – outcomes – actions.  Don’t have lists of objectives, outcomes and actions without connections.  Use rows in the chart to keep links clear across the columns.  One action does not produce one outcome.  One outcome usually needs a range of different actions to achieve it.  Keep the action plan simple for public presentation by not including columns for inputs/resources or for who is responsible.

Key messages – outcome focus Start with clear purposes Identify specific results wanted Plan actions to achieve each result Link purposes to results to actions Focus on benefit for residents/users Focus on external impact & change But include process

Outcomes – from tenant experience OriginalsFrom tenant perspective 1. We place the people who want to use our services at the heart of our work – putting the citizen first. Tenants and other service users are able to shape and influence services to suit their needs and circumstances. 2. We live public sector values by conducting our affairs with honesty and integrity, and demonstrate good governance through our behaviour. Tenants and stakeholders have transparent view of the organisation’s affairs and hold the organisation accountable for policies and performance 6. We build and renovate homes to a good quality. Tenants and service users live in sound, affordable homes which are appropriate to their long term needs. 7. We manage our homes effectively.Tenants and service users receive effective housing management services.

Outcomes – from tenant experience Delivery Outcome Tenants and other service users are able to shape and influence services to suit their needs and circumstances. Local Outcomes  Services and activities are tailored to the diversity of needs of tenants and service users.  Tenants and service users are readily able to access information, advice and assistance from the landlord at the times needed.  Tenants and service users know what to expect and how to access services.  Tenants and service users are able to influence issues and service development from early in the process through to decision making.  Actively participating tenants and service users reflect the profile and geographical locations of tenants and service users overall.

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