Croydon - Total Place summit master class presentation


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The presentation used for the Total Place master class: What we’ve learnt about igniting passion and involving citizens in design

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  • Shared commitment to: taking a place-based approach doing what we do now, better, cheaper giving citizens a better service experience securing long-term efficiencies through innovation
  • Developing propositions Evidence generated new knowledge and led to new ideas
  • We assume we are all on the same starting page We assume all our motivations are aligned But our organisational identities are strong Re-connecting public servants with the people they serve, and doing so collaboratively is powerful Provides unifying perspective, language, and motivation to work together for transformation in our case generated significant momentum and energy around shared problem-framing and solution design
  • You need to work towards this intentionally and with real design intent. It won’t happen by accident, working in the traditional ways of doing things you need to explicitly build trust, commitment seemingly unimportant things can make a real difference - eg room set-up; management; facilitation Ideation: creative process to generate, develop, and communicate new ideas time for shared problem-framing divergent/convergent conversation Systems thinking seeking others’ perspectives and understanding our own mental traps Multiple forms of knowledge synthesis, and co-creation Insight from citizens as key starting point Co-design with service users (and non-users), and frontline practitioners Reflection- personal and collaborative - really key in building trust at top levels, at building shared ownership of outcomes in a system which transcends organisational boundaries.
  • system so complex gap between system and families - built in complexity myriad pathways - serendipity rules at the moment
  • For example: Friends and family provide the first port of call for parenting support. But many vulnerable parents don’t have these networks Having a child can be lonely experience, even for second-time parents  (Suggest you pull out just a 2 or 3 quotations from the thinpublic report, which give people a sense of the power of hearing from ‘the horses mouth’ in terms of depth of insight gained...)
  • We’re already taking this new approach into other areas of work, eg: - youth offending - preparing for healthy later life etc
  • Croydon - Total Place summit master class presentation

    1. 1. Child: Family: Place Igniting passion and involving citizens in co-production and service design
    2. 2. Total Place – Croydon <ul><li>Co-led by Croydon Council and NHS Croydon, involving other LSP partners including VCS </li></ul><ul><li>Improving children’s health and wellbeing, through focus on prevention, from conception to age 7 </li></ul><ul><li>As a concept Total Place is very embedded across the council and its partners e.g. older peoples services, offender management, domestic violence, potentially libraries, healthy living… </li></ul>
    3. 3. Croydon’s specific activities <ul><li>Generating insights </li></ul><ul><ul><li>We researched what works and why </li></ul></ul><ul><ul><li>We listened to Croydon parents: powerful ethnographic insights, wide range of partners, families, parents and children </li></ul></ul><ul><ul><li>We mapped current spend and activity across organisations </li></ul></ul><ul><ul><li>We listened to frontline practitioners </li></ul></ul><ul><ul><li>We followed the customer journey: case studies (in our publication) </li></ul></ul><ul><ul><li>Barbara Herts, Total Place Director: </li></ul></ul>6
    4. 4. What we learnt: Igniting Passion <ul><li>Don’t assume a shared starting point exists </li></ul><ul><li>Don’t underestimate the power of organisational identities and loyalties – service identity and not solutions </li></ul><ul><li>A big organisation – keeping its feet on the ground </li></ul><ul><li>Greater than sum of the parts, a powerful journey….. </li></ul><ul><li>An interest in the citizen is common to us all </li></ul><ul><li>Passion is released through emotional, empathetic connection with service users/non-users </li></ul>2
    5. 5. Deliberately choose new ways of working <ul><li>You don’t get this through working in the old ways </li></ul><ul><li>Creative spaces intentionally opened up to ignite passion: </li></ul><ul><ul><li>“ The quality of what went into the design of the workshop clearly enhanced the quality of what was created during the workshop” </li></ul></ul><ul><li>Reflection </li></ul>5
    6. 6.
    7. 7. ThePublicOffice 7
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    10. 10. Wy involve citizens in design of system?
    11. 11. Listening directly to citizens 8 <ul><li>authentic </li></ul><ul><li>family-centred </li></ul><ul><li>arresting </li></ul><ul><li>learning is about real lives, not about services </li></ul><ul><li>remarkably honest and rich insights </li></ul><ul><li>We are embedding these skills through training and practice: co-design and prototyping </li></ul><ul><li>Importance of testing on the ground in the most imaginative way possible </li></ul><ul><li>Learning and evaluation </li></ul>
    12. 12. What does it feel like when innovation takes centre stage? <ul><li>New sense of disruption </li></ul><ul><li>New challenge to old orthodoxies, silos and the things which make us feel secure </li></ul><ul><li>New language, new narrative </li></ul><ul><li>New demands on leadership – throughout the system </li></ul><ul><li>New energy and excitement, and new potential… </li></ul>
    13. 13. It’s just the way we do things round here... “ Total Place has given us a different way to work together that we will use in the future beyond February 2010... We are now in a place where we can make significant differences to our services and to people’s lives. The opportunities are immense – we are learning to be different together” (Senior Leader, Croydon 2010)
    14. 14. Discussion Questions <ul><li>How important is ‘igniting passion’ within the context of needing to make cuts – and make them fast ? </li></ul><ul><li>In what way would I, my team, my organisation have to work differently if we were to commit to citizen involvement in service design? </li></ul>
    15. 15. Discussion <ul><li>Resist defining the end product/model too soon </li></ul><ul><li>Programme still needs to be disciplined </li></ul><ul><li>Strong neighbourhood mgt structure locally </li></ul><ul><li>How much does difference matter </li></ul><ul><li>More success and excellence but also more failure </li></ul><ul><li>Explicit and transparency conversations is key </li></ul>
    16. 16. Notes from the discussion <ul><li>Prototype will experience failure and success </li></ul><ul><li>Safe and honest environment – regular reflective environment inc. CEO </li></ul><ul><li>Develop learning capabilities as well as reflection – e.g. Resistance and fear of being exposed so you can use the learning usefully </li></ul><ul><li>More organisational patience for deeper interventions – stick with it (not snorkelling) </li></ul>
    17. 17. Discussion Notes <ul><li>Identify someone to hold the ring of uncertainty – both internal leaders as well as external facilitators </li></ul><ul><li>How do we know whether we have succeeded or failed – we tend to measure against old models </li></ul><ul><li>Its about working differently nor about service design </li></ul><ul><li>How do we determine whether our financial investment is working </li></ul>
    18. 18. Discussion notes <ul><li>How does it work when you are imposing obligations rather than providing a service </li></ul><ul><li>We might invest in peer to peer investment rather than a service </li></ul><ul><li>Facilitate the development of social networks </li></ul><ul><li>Decommission and recommission – its not just about services </li></ul>