1. Co-creating public value Charles Leadbeater

2. Co-creating Public Value Lessons from client journeys  Everyone’s life is different in complex ways  When crisis hits public services are vital  But short-term crisis often leads to long term dependence  Public services poorly coordinated, like a blizzard  Clients no picture of how all their care adds up

3. Co-creating Public Value Lessons from client journeys  Voluntary sector can be innovative but not necessarily  Whether independent or supported people want to feel in control  Front line of social care is in living rooms  Much of the system’s resources and knowledge are distributed

4. Co-creating Public Value Why Personalisation ?  Social work is formally committed to goals of personalisation  But unable to consistently deliver on that promise  Priorities seem to be gatekeeping resources, risk assessment, control  Professionals seem disempowered but so do many clients

5. Co-creating Public Value Why Personalisation ?  Best way to meet rising demands upon the system  Nor just more demand but more complex cases  And higher expectations of quality of personal care

6. Co-creating public value Five Models  Transactional, value chain  Bespoke services for most complex cases  Recuperation for supported independence  Self-management of long term conditions  Prevention and communities of co-creation

7. Co-creating public value The Transactional Model  Client knows their specific needs and want services that meet them  Challenge = deliver that at low cost, high quality and at the right time  Value created in one place, transferred to waiting users  The value chain, pipeline, send and receive organisational model  Reform to make the professional service model efficient and responsive  Huge strides still to be made

8. Co-creating public value Clients and the Transactional Model  Clients playing a role earlier in the value chain, user centric design  Conditionality = clear up your own mess (McDonalds)  Users contributing their labour = follow through yourself (Fed Ex)  More informed about how the chain works = better experience  But can supply keep up with expectations?  Eliminating dissatisfaction not = creating satisfaction  Downsides of mass customisation and choice between provider

9. Co-creating public value Personalised services  Users want attention to specific needs but don’t fully understand them  They want considerate, responsive services  They do not want to have to shop around a public service mall  Tailored services, created by dialogue, intimacy, understanding  Users are treated with respect even when they have no alternatives

10. Co-creating public value Clients & personalised services  Giving the users voice and choice  Advisers, advocates, intermediaries  Tools for supported self-assessment  Collaborative provision  More flexible use of resources to meet differentiated need  Finding new resources among peers, users, families

11. Co-creating public value Recuperation  Making sure a short term crisis does not lead to long term dependence  Institutionalised cure can rob people of confidence, initiative  Leading people to supported independence  Learning when to gradually withdraw service  But only as informal supports fill the gap  High levels of integration

12. Co-creating public value Self management  Educated informed used want to self provide  Do not want to be dependent on “service” however well delivered  Want tools to do the job themselves  Short term transactional aspects but also long term chronic conditions  Understanding when people can and want to self-manage  Supporting them to do so  Focus on the person not the condition

13. Co-creating public value Personalisation as prevention  The user who does not have a need yet, but will  Challenge of chronic disease prevention  Not about delivering services but creating public goods in society  People taking more charge of their lives  Diabetes in Bolton  Fitness and exercise in Kent

14. Co-creating public value Personalisation core issues  Tools for client choice, voice, planning and co-responsibility  Devolved financial frameworks that encourage prevention/self-management  More integrated service provision within public sector and outside  New roles for professionals within workforce redesign  Social workers: advocate, navigate, counsel, risk assess, broker, design  Further development of mixed economy of provision  Person centred measures of success

15. Co-creating public value Personalisation:questions and challenges  Does personalised compulsion make sense?  How applicable are lessons from particular groups?  Is it more costly?  Investing in more prevention when also dealing with crisis?  Role of unpaid carers - training, renumeration, organisation?  Equity: will it only be for the well off and articulate?  Geography: does it work even in rural areas?

16. Co-creating Public Value Co-creating public value  The public co-create the most important public goods  With the help of public services but also platforms and tools for self-help  Mobilise clients as productive participants is more effective and flexible  Service users become investors, producers, designers, innovators  New mass-creative models of organisation  E-Bay, the Sims, Wikipedia, Grameen Bank