Service Redesign-the local authority perspective Laying the foundations… Martin Vickers Head of Salford Direct Salford City Council.

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Presentation transcript:

Service Redesign-the local authority perspective Laying the foundations… Martin Vickers Head of Salford Direct Salford City Council

What do we want to achieve through development of the LIFT Centres? More sustainable face to face services through amalgamation of front line services across a diverse range of business areas Stronger customer focussed orientation by the PCT/Council One access gateway to services, break down the access barriers to public services Meets the key principles of the Government’s modernisation agenda (NHS Plan etc, Performance assessment, Social Exclusion, Best Value,etc) Facing up to the deprivation challenge and deliver social regeneration and health inequality

What was our starting position? Extremely strong relationships with Salford PCT through Local Strategic Partnership/Integration with Social Care Strong investment in front line services in terms of Corporate Call Centre (100 seats) Technology (Document Management, Customer Relationship Management systems) Training and Development Pathfinder Authority nationally for E-Government work Received national acclaim from National Audit Office for Call Centre operations Salford has been the centre of much regeneration in recent years

Which Council services will occupy the LIFT buildings? Library One Stop Shop Community Space

The Library Service 250,000 annual visits 58% of the population are users Free access to ICT/Internet/software A history of working with other partners LIFT will assist in the statutory duty of providing a public library service in terms of access, satisfaction rates, promotion of reading and informal learning, improving digital access and tackling social exclusion

Information gateway to all City Council services (Over 250 transaction types) To deal with fast flow/more complex City Council enquiries Expected to deal with at least 120,000 enquiries per annum across the 4 LIFT Centres Currently providing high volumes of services across all areas Shared community usage of facilities What is the One Stop Shop?

Our approach to joined up service design-Use of the Life Events model

Life Events in action

Our methodology Service Design Project managed separately to LIFT Buildings developments Managed jointly under PRINCE 2 conditions Joint BPR development work-joining up the critical pathways model to life events Working with key service partners such as Manchester Business School in deployment of our own BPR methods known as SPRINT

First steps Joint monthly meetings with senior staff from both organisations Staff workshops and exchanges Testing out the principles of new building Joint Lift Consultation Web developments Flu jabs Next steps……………..