the open playable city | max wide | october 2014
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Presentation on a continuous improvement plan for digital services at Bristol County Council. Presented by Max Wide at the Hot Topic event on Building Digital Capability in Bristol on 2 October 2014.TRANSCRIPT
Welcome to BristolThe Open Playable City
Bristol Digital Capability Event
October 2015
I Brunel
G Ferguson I Brunel
G Ferguson
What are we doing?
The Change Programme
Open Data
The Playable City Region
http://www.bristolisopen.com
The New ‘Continuous Improvement’An applied digital re-design course – how and why
Bristol Digital Capability Event
October 2015
Overview
• Some choices for organisations– (and Strategic Directors)
• Some patterns of change in organisations– (and what they mean for the work we have to do)
• Our approach– Step 1 The Applied course
• The new continuous improvement
– Step 2 Infrastructure for disruption• Building the means to change the organisation from the outside in
• A call to (digital) arms
Choices
Demand-led transformation
Supply-side transformation:
Value Demand
Excess Demand
Avoidable Demand
Preventable Demand
Co-dependent demand
Failure Demand
Support Costs
Access Costs
Process Costs
Supplier costs
Management costs
Assessment costs
Relatively easy and predictable but runs out of track……
Complex and unpredictable but the gateway to the future…..
A customer of the Council ‘vending machine’?…..
• You put in taxes, you get out services
• Offer is set, changing it takes a long time
• Never knows who you are• Ways of inputting choices
vary (some are digital)• Ways of paying vary• Sometimes it’s ‘out of order’• If you don’t like it, all you
can do is kick it…
….or a citizen of the City?
Size
Crisis of Leadership
Growth through creativity
Growth through direction
Crisis of Autonomy
Age
Growth through delegation
Crisis of Control
Growth through co-ordination
Organisational growth stages
Crisis of Red tape
?
Small
Large
Young Mature
Com
ple
xit
y
Time
Local government stages
Single Bureaucracy
Complex networked organisation
1990 2014
1998-2002
Best Value
‘E-Gov’
1998-2002
Best Value
‘E-Gov’
2002-2005
CPA
‘Place shaping’
2002-2005
CPA
‘Place shaping’
2005-2010
PSA
‘Total Place’
2005-2010
PSA
‘Total Place’
2015….
Austerity
‘Gov 2.0?’
2015….
Austerity
‘Gov 2.0?’
Early intervention Open Data Citizen PlatformDeveloper community
Future City
Common processes
Skills developmen
t
Volumes and costs
Agile methodolog
y
Digital channels
Step 2; Doing better things….Step 2; Doing better things….
Step 1; Doing things better….Step 1; Doing things better….
DraftFocus on efficiency -Doing things better:• Supply side savings• Service redesign• Technology
integration• Contract
management
Focus on transformation Doing better things:• Demand side change• Re-commissioning• Partnerships and
alliances• Platform organisation
Delivered through:• Change Board oversight• Service Directors• Disruptive
infrastructure • Transformation
specialists• Partners and
developers
Cohort 1…
Delivered through:• Applied Course in Service
Improvement• Directorate oversight• Delivered by Service
Managers• Service improvement
targets ‘baked in’• Associate model for
resourcing
Step
1
Step
2 Transformation Projects
Cohort 2+
The things we have to do – business as usual:• Service delivery• Maintenance of built
environment• Management of the
natural environment
Service ManagersStaff members
Serv
ice
Del
iver
y
Time
Steps
Draft
Applied Course in Service ImprovementPre Course Course Delivery, 8 month timeframe
DLT’s:Selection of projects and people
Savings and improvement outcomes identified
Included in Directorate Plans and PMDS
HR/ICT:Course design and
commissioningEvaluation and learning
Continuous improvement
HR/ICT:Project support delivery based on the needs of each cohort
Project scoping
and planningChange
fundamentals
Mapping the as is process
Customer engagement and re-
design principles
Outline Process re-
design
Customer testing
Process developm
ent
Final customer
testing
Implementation and evaluation
Service Manager as Project OwnerProject Management, Product development, Business analyst, solution architect support
Change management advice and facilitationIdentification of themes and issues feeding into the modules
Progress reporting
Change Board:Monitoring of programme status
Programme Improvement
Progress reporting
Feedback of key learning points
Progress monitoring
Progress monitoring
Progress reporting