28/11/2015 High Point ?…. No…. starting point! Ewen Locke and Barrie McKinnon Salford City Council

28/11/2015 Manager encourages innovation!

28/11/2015 Audit Commission “The best councils actively research alternative ways to deliver services and study good practice, working in innovative ways … both at a strategic and operational level”. Developing an approach that is more centred on service users is not just a regulatory obligation it is also part of good management and providing high-quality services”

28/11/2015 CPA Inspectors… 2002/3 Bias towards departmental… working Mixed set of standards… Need to focus on how services are developed to consistent standards Does not place enough emphasis on “creative policy development” Needs to…improve the skills sets of key staff Need to…implement a consistent approach to performance management

28/11/2015 ‘First Blood’ in Salford Benefits Administration assessed in 2002/3 CPA programme as 0 * - lowest possible score SPRINT plus hard work The birth of Think Customer Benefits Administration assessed in 2003/4 CPA Programme as 4 * - highest possible score 2004 Beacon Status 2005 “Best of the Best” – voted by peers

28/11/2015 Organisational Advantages Think Customer demands collaborative service delivery SPRINT Business Process Re-engineering now standard practice, ensuring that services are customer focused and delivered from front to back Dedicated multi-skilled customer service staff – the Customer Service profession Improved management information through single customer record Reduced number of interactions (reduction in Failure Demand) Improved customer satisfaction

28/11/2015 The Legacy ‘Can do’ philosophy A greater understanding of ‘the whole’ An understanding of managing demand Capacity building is the norm Reduction in inappropriate reliance on ‘consultancy’ ‘Director of Change’ Self-belief in the ability to innovate is pandemic in SCC

28/11/2015 Job done!