Transformation from start to finish

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Transformation from start to finish

• Colin Moore
• Chief Executive
• Redcar and Cleveland Borough Council

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Who is listening?

• You did not specify what you want
• You did not tell me what it could do
• Replicate what we always do
• Collapse under work arounds

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Old oil in new lamps

• New technology but old processes old skills
• Existing poor service underlays new technology
• Functionality unused
• Failure of process reengineering
• Customer sees no difference

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Making the change

• Clear vision of end result
• Clarity the future is different from the past
• Corporate team leadership from the top
• Project and programme management
• Adequate resourcing
• Follow through organisational and people change

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The paradigm shift

• FROM
• Separate services or corporate function
• Separate professions and departments
• Producer domination
• Not my patch of grass
• A car any colour so long as it is black

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The paradigm shift

• TO
• What the customer needs
• Choice and quality
• Death to departments and professions
• Blur organisational boundaries
• Corporate operational response
• End of office hours and base

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Drivers

• Cost pressures social care, waste, environment,
  CSR 2008/11
• Community leadership
• Partnership third sector and neighbourhood
  devolution
• Ageing baby boomers
• Citizen requires personal services

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New Council Roles

• Community leadership
• Service commissioner and coordinator
• Provider specialist niche services
• Quasi judicial granting consents or enforcing
  statutes

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New Business Transformation

• Self Service Systems cut out Admin.
• Document Management
• Remote and off site working
• Standardise, consolidate, automate
• Reduce office space requirement
• Front office corporate
• Departmental boundaries broken

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Approach

• Standardise - Same processes across the Council
• Consolidate - Bring together the same processes
• Automate - Self service, a DIY organisation
• Reduce - Reduce the number of separate processes
• Generic processes for public access and response

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Barriers

• Project planning as bureaucracy
• Project planning process or purpose
• Disappear up your own PID
• Local government employment terms
• Over reliance on consultants
• Develop in house capacity in commissioning and
  entrepreneurship
• Commissioners as market shapers

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Barriers

• Clinging to the wreckage of the past
• Clinging to the comfort of silos
• Clinging to the comfort of one size fits all
• Failure to be entrepreneurial
• Failure to shift paradigm

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Discussion

• What do you think of the paradigm shift?
• What do you think of the suggested barriers?
• How do we remove the barriers?