Peter Gilroy OBE

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The London School of Economics Public Policy
Group Seminars Innovating Out of the Recession

• Peter Gilroy OBE
• Chief Executive
• Kent County Council

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The most important lesson think horizontally.
The world is moving from a place where value was
created in vertical silos of command and control
to a world where value is increasingly going to
be created horizontally by how you connect and
collaborate - how you synthesise this with
thatThomas Friedman The World is Flat
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Global Changes Technology Changes

• Funding in future and the global recession mean
  the public sector can not afford to continue as
  it is
• The conflict for citizens and care professionals
  is how to maintain and increase independence and
  reduce public costs against a background of
  demographic change public expectation
• As citizens we are becoming more articulate and
  more demanding and we like to handle things
  ourselves
• Increasingly online
• Public services and expectations are moving into
  services that give choice and increase quality of
  life
• Citizenship means influence that means
  transforming the way we interact and engage

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The Digital Age Digital Britain

• Globalisation and the Internet have fundamentally
  altered approaches and behaviours
• Public Access in the 21st Century and our
  behaviour is changing
• Needs are inter-related
• Telephonic access needs to be simple single
  numbers
• Web access needs to be interactive
• Footfall complementary
• Multi-agency linkages and connectivity

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DID YOU KNOW

• ?

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1 out of 8 couples married in the US last year
met online
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CARTER REPORT!!Broadband and broadband mobile
technology is being used forInformation
activityEngagementTransactional activity
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Four Examples from Kent

• Telehealth 1.5m on bed days alone in a year
• The Kent Card 2m saving
• Gateway 10m saving
• Kent TV 200k savings on publications more to
  come!
• This is about quality of service as well as
  productivity

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Video on telehealth
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Telehealth

• 1000 people involved
• Reduced hospital visits/admissions
• Increased confidence and quality of life for
  service users and their carers
• Alongside the Kent Card this is a journey that is
  starting to shape the future in Kent
• Fundamental implications for Social and Health
  Care over the next decade nationally and
  internationally for remote care and clinical
  management

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The Kent Card

• Developed with the Royal Bank of Scotland
• New to the banking world
• Preloaded with an agreed amount
• Simplifies Direct Payments
• No need to apply for or manage a bank account or
  keep detailed records

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The Kent Card

• Puts people in control and makes a reality of
  choice
• Simplifies back office processes, and saves time
  and money
• Developed for Social Care but potential
  applications right across local government and
  the Health Service
• Agreed to trial use for Continuing
• Care, Patient Transport,
• Specialist Equipment

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Video on Gateway programme
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Gateways

• Customer focused
• Cross-agency central local government,
  voluntary sector, business community (eg Lloyds
  Pharmacy)
• Modern, retail concept and setting high
  footfall, convenient, friendly environment,
  customer first mindset
• Takes traditional one-stop shop concept further
• Complementary to web, telephone and traditional
  home visiting
• Mobile Gateway bringing services to rural
  communities
• 7 Gateways now 3 more to open soon
• Central to office transformation strategies

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Video on Kent TV
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(No Transcript)
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KENT TV

• 24/7 broadband community channel, not just news
• Promoting the best of Kent
• Transforming communications embracing digital
  age iPod, mobile downloads
• Tourism, politics, leisure, education, public
  health
• Tackling gritty issues bullying, social
  exclusion
• How To channel
• New Whats On channel
• Training for social care providers
• Over 1 Million visits
• Truly interactive
• Impacting on the glue that creates communities
• and community cohesion
• Just a click away www.KentTV.com

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Conclusion

• This is not about restructuring it is about
  transformation and being obsessed with the
  citizens experience of public services
• Promoting independence and choice, and
  personalisation of services
• Shift of power from systems and practitioners to
  service users and citizens
• Technology is just a tool. Dramatic change will
  continue and we should not underestimate the
  massive shift in all areas of our lives with
  regard to applied technology. There will be more
  change in the next ten years than in the last
  seventy

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You see things and you say Why? But I dream
things that never were and I say Why not?
George Bernard Shaw