Transforming Internal Reputation

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Transforming Internal Reputation

• Carl Welham
• Head of Customer Services Communication
• Buckinghamshire County Council

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Internal Reputation Transforming
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Internal Reputation Transforming

• OLDHAM
• 850 jobs face Council axe
• Oldham Chronicle. Date published 19/09/2008
• Unions were warned of a jobs bombshell today amid
  worrying news that Oldham Council plans to cut
  850 posts almost a fifth of the civic
  workforce. The 850 jobs would come from the
  councils central workforce of nearly 5,000.
  Schools are not affected. Oldham Councils
  Lib-Dem leader Howard Sykes said the news would
  concern many staff. He added The key word
  here is potential and that is precisely all it
  is at this early stage of the budget planning
  process. The fact is that the council has to
  find 17.3 million of savings to balance next
  years budget. Other parts of the package
  include reducing the numbers of council buildings
  and more efficiency savings. Cabinet member for
  finance and resources, Lynne Thompson, said the
  council will take the process forward in a spirit
  of trust and partnership with the unions.

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Internal Reputation Transforming

• Downsizing presents the following problems
• Morale and commitment
• Retention of the best staff
• Maintaining customer / client relationships
  becomes harder
• Managing reputation CPA / CAA scores will suffer

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Internal Reputation Transforming

• Downsizing presents the following problems
• Continuing to function and deliver services
• Cultural change happening by default not design
• A queue for HR services
• People fleeing rats deserting the sinking ship.

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Internal Reputation Transforming

• Downsizing presents the following problems
• Partners in public, private and voluntary sector
  losing confidence
• Costs of change escalating beyond savings
• And finally and theres no easy way to say this
• Looking totally and utterly incompetent

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Transforming Internal Reputation

• The answers
• Start with the reasons, the rationale, the
  principles
• Its about better services lower costs
• We are here for our residents and customers
  whats in it for them?
• Dont talk numbers until the principles have been
  established and then remember specifics never
  stick
• Make sure that people who are exiting the
  organisation are looked after people need to
  feel supported and cared for and packages need to
  be the best they can possibly be

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Transforming Internal Reputation

• The answers
• Key messages need to be developed for members,
  managers, MPs, Govt agencies, suppliers, partner
  organisations Chief officers and members need to
  be seen to be working together
• Members need support when it gets personal
• Business continuity needs to be communicated
  councils cant afford to be seen to be going out
  of business
• Look after the people you want to stay tell
  them you need them
• And finally, once the decision to change is made
  Dont Panic