Winning Hearts and Minds Scarborough Borough Council Tim Readman

Scarborough Borough Council Image of change ‘Transformation’ associated with cuts ‘New ways of working’ scepticism Staff morale impacted by austerity Members ‘heard it all before’ Recognised this programme of change would falter without ‘buy in’ from councillors, management and critically, the workforce

Scarborough Borough Council SWITCH programme is born Vibrant image – subtly puts IT at the centre Underpinned by ‘Making Life Simpler’ mantra – applicable for residents and staff alike

Scarborough Borough Council Setting the right mood music Staff survey undertaken – 300 responses Evidenced the amount of ‘dead’ time Heaps of double-keying, double-handling Lots of time spent on mundane duties One member of staff spent entire working week just looking for documents Survey established appetite for ‘new’ working

Scarborough Borough Council Communications culture Built project website:- Latest news Team Vision Streams Quick wins

Scarborough Borough Council Mood music to the subliminal Wanted to share the ‘art of the possible’ Articles about channel shift, mobile working, web development, internet usage, etc Affirmation SWITCH was in-step with other councils / public sector

Scarborough Borough Council Communications channels Regular updates on the SWITCH website One-to-one visits to Services / individuals Attended team briefings Frequent ‘Noticeboard’ s to staff and Members Regular presentations to Directors’ Team and Senior Unit Managers Updates at Member Briefings

Scarborough Borough Council Highly visible – highly vocal SWITCH team determined not to work as an isolated unit ‘in the shade’ Staff brought into project room to help design and test processes Regular conversations with Services about the information they needed Conversations with Customer Services – improved data collected, as a result

Scarborough Borough Council CRM launch - helping staff Issues included:- Familiarity with Achieve Service Confidence using a new product Teething troubles – speed, integrations SWITCH team ‘decamped’ to Customer First, put dedicated phone number and address in place, fixed issues and grew confidence

Scarborough Borough Council Launch of DASH Huge culture shock to some members of staff – fear of change and working differently Some staff less IT confident than others Managing expectations – speed of change presented some challenges SWITCH team worked with Services to refine processes and tackle issues face-to-face; no hiding when things weren’t quite right

Scarborough Borough Council The penny has dropped … A year of change at lightning speed has given way to progress at a more measured pace – without losing any ambition or drive Customer Services staff are happy More and more staff are seeing benefits and ‘art of the possible’ through DASH SWITCH team is now being pushed by Services themselves – hugely positive Background noise is more harmonious