1. Graham Stallwood FRTPI
Executive Director, Planning and Borough Development
@GrahamStallwood

2. The Royal Borough of where?

3. Challenges Like much of London: Extraordinary high land values
Affordability of housing
All uses under pressure from housing
Housing permissions v build out rates
No undeveloped land and limited sites
Very high expectations from residents
Uncertainty around Brexit
Significant change following Grenfell Tower fire

4. The menu Starter: Performance from a customer perspective
Main: Performance from an efficiency perspective
Dessert: Performance from an outcome perspective
Cheese: What might be important next
Q (and maybe A)

5. Customer perspective (1)
Satisfaction = Perception - Expectations

6. Customer perspective (2) - Challenges
Intangibility
Challenge 2:
Who?
Customer of planning service v
Customer of planning system

7. Customer perspective (3) - Tangibility
Systems – transparency, alerts, openness, information
Artefacts – meet, give, provide evidence, refreshments
Ask and engage – question, listen, survey, feed back, co-design

8. Customer perspective (4) – Who?
Who is the real customer at each stage?
How do you approach each stage differently now you know?
Read your complaint responses. Who are they written for?

9. Efficiency perspective (1) – 7 or 8 wastes

10. Efficiency perspective (2) – we all do some!
Putting off difficult things
Inconsistent approaches
Not being accurate or honest at advice stage
Complex validation lists
Too much handing onto other people
Organising site visits or meetings late
Not reviewing your case as soon as you get it
Writing too much
Rushing a report and having to correct it
Not challenging consultees
Unnecessary conditions
Phone call from applicant at an inconvenient time
Too much at committee
Checking other people’s work
Far too many appeals

11. Outcome perspective (1)

12. Outcome perspective (2)

13. Outcome perspective (3) - challenges
Are we set up to deliver outcomes?
Are we funded to deliver outcomes?
Do we behave to deliver outcomes?
What happens of we don’t deliver?

14. What next? Performance beyond now
Psychology
Professional conclusion versus empathetic conclusion
The end of New Public Management?
The real arrival of co-design, co-production, community empowerment and a new professional

15. Graham Stallwood FRTPI
Executive Director, Planning and Borough Development
@GrahamStallwood