CLG Customer-Led Service Transformation Capital Fund: Social media strand Siobhan Coughlan and Ingrid Koehler

Customer Led Transformation Programme Siobhan Coughlan 12 August 2009

Background Initial research - to help determine priorities for investment Over arching theme - Customer led transformation Building on good work already happening in local government Get some projects up-and-running (progress report to Ministers in Autumn) Have widespread engagement and support in sector

Initial research - to help determine priorities for investment

Over arching theme - Customer led transformation

Building on good work already happening in local government

Get some projects up-and-running (progress report to Ministers in Autumn)

Have widespread engagement and support in sector

Why customer insight & social media Initial research commissioned by CLG – involving LAs, LGDC, RIEPs and CEX Taskforce Presentations and discussions at LGDC, LG CIF and RIEPs – to complement the RIEP funding activities Wider consultation and information exercise with RIEPs – to avoid duplication and identify opportunities Extraordinary LG CIF meeting – LAs, RIEPS, LGDC On going direct contact with LAs and RIEPs – e.g. Customer insight CoP

Initial research commissioned by CLG – involving LAs, LGDC, RIEPs and CEX Taskforce

Presentations and discussions at LGDC, LG CIF and RIEPs – to complement the RIEP funding activities

Wider consultation and information exercise with RIEPs – to avoid duplication and identify opportunities

Extraordinary LG CIF meeting – LAs, RIEPS, LGDC

On going direct contact with LAs and RIEPs – e.g. Customer insight CoP

Customer Led Transformation Understanding and engaging with citizens and communities in ways that produce more accessible, joined-up and efficient local services that make a difference to local peoples lives and opportunities Agreed Project Criteria: Cross cutting Promote efficiency Have a major impact on local priorities, focused on outcomes Enhance citizen empowerment

Understanding and engaging with citizens and communities in ways that produce more accessible, joined-up and efficient local services that make a difference to local peoples lives and opportunities

Agreed Project Criteria:

Cross cutting

Promote efficiency

Have a major impact on local priorities, focused on outcomes

Enhance citizen empowerment

Key work stream areas identified Three initial priorities identified for fund: Customer insight work stream Web 2.0/social media work stream Total Place pilot research project – audit of current usage of customer insight

Three initial priorities identified for fund:

Customer insight work stream

Web 2.0/social media work stream

Total Place pilot research project – audit of current usage of customer insight

1. Customer insight work stream Already a lot of existing research and good practice Key issues are often not lack of data, but skills/resources to exploit this data and senior-level awareness/support Proposed focus on: Building skills, capacity & awareness via mentoring, self-help learning material and leadership programmes Sharing existing good practice through supporting leading authorities & collating and communicating current work Creating new models for the future e.g. area-based approaches to buying commercial data, exploiting OAC, developing the capabilities of LSPs/data observatories, pioneering technology

Already a lot of existing research and good practice

Key issues are often not lack of data, but skills/resources to exploit this data and senior-level awareness/support

Proposed focus on:

Building skills, capacity & awareness via mentoring, self-help learning material and leadership programmes

Sharing existing good practice through supporting leading authorities & collating and communicating current work

Creating new models for the future e.g. area-based approaches to buying commercial data, exploiting OAC, developing the capabilities of LSPs/data observatories, pioneering technology

2. Web 2.0/social media work stream Emerging technology can support empowerment, local democracy, self-help and engaging in service design Less well developed than customer insight but good examples do exist e.g. Barnet, Redbridge, Bracknell Proposed focus on: Building skills, capacity & awareness via mentoring, self-help learning material and leadership programmes Sharing emerging good practice (e.g. on moderating online discussions) through supporting leading authorities & collating and communicating current work Creating models for the future e.g. supporting key groups such as carers to ‘self-help’, taking a cross-agency preventative approach to e.g. flooding, exploiting ‘nudge’ concepts

Emerging technology can support empowerment, local democracy, self-help and engaging in service design

Less well developed than customer insight but good examples do exist e.g. Barnet, Redbridge, Bracknell

Proposed focus on:

Building skills, capacity & awareness via mentoring, self-help learning material and leadership programmes

Sharing emerging good practice (e.g. on moderating online discussions) through supporting leading authorities & collating and communicating current work

Creating models for the future e.g. supporting key groups such as carers to ‘self-help’, taking a cross-agency preventative approach to e.g. flooding, exploiting ‘nudge’ concepts

The process Funding over 2 years – end March 2011 Phased approach – no single deadline, regular review of new proposals Regular Ratification Committee meetings to review & agree appropriate projects Support for LAs to develop relevant proposals – workshops regionally & nationally LAs – need to engage with partners to agree focus for their project Successful projects – formal responsibility to share learning, including case studies, workshops, open days, mentoring schemes

Funding over 2 years – end March 2011

Phased approach – no single deadline, regular review of new proposals

Regular Ratification Committee meetings to review & agree appropriate projects

Support for LAs to develop relevant proposals – workshops regionally & nationally

LAs – need to engage with partners to agree focus for their project

Successful projects – formal responsibility to share learning, including case studies, workshops, open days, mentoring schemes

Social media project – the criteria Cross-cutting - involving a range of agencies working together to benefit a specific community/customer group Strong links to a Total Place approach i.e. the agencies working together in an area, ideally under LSP governance arrangements Promotes efficiency , including reducing avoidable or multiple contacts Will have a major impact on priority LAA outcomes and key national indicators Enhances empowerment amongst local citizens Capable of delivering benefits quickly Ambitious and innovative, providing a model that can be replicated more widely

Cross-cutting - involving a range of agencies working together to benefit a specific community/customer group

Strong links to a Total Place approach i.e. the agencies working together in an area, ideally under LSP governance arrangements

Promotes efficiency , including reducing avoidable or multiple contacts

Will have a major impact on priority LAA outcomes and key national indicators

Enhances empowerment amongst local citizens

Capable of delivering benefits quickly

Ambitious and innovative, providing a model that can be replicated more widely

Example successful CI project Clear customer group – ‘elderly including those with low incomes and who may have disabilities’ LAA priority - to support them live longer independent lives Outcome focused – to identify and support these customers live better, healthier and safer lives Cross cutting – LA, PCT, third sector, Police and Fire and Rescue service Promote efficiency savings – by reducing avoidable contact, helping target scare resources, reduce the need for more serious intervention.

Clear customer group – ‘elderly including those with low incomes and who may have disabilities’

LAA priority - to support them live longer independent lives

Outcome focused – to identify and support these customers live better, healthier and safer lives

Cross cutting – LA, PCT, third sector, Police and Fire and Rescue service

Promote efficiency savings – by reducing avoidable contact, helping target scare resources, reduce the need for more serious intervention.

A few points on building social media proposals for the CLG Customer-Led Service Transformation Capital Fund Ingrid Koehler

Questions to ask yourself Is this contributing to efficiency? Is this tailoring, targeting and making services more effective? Is this enhancing democratic accountability and engagement?

Is this contributing to efficiency?

Is this tailoring, targeting and making services more effective?

Is this enhancing democratic accountability and engagement?

Transforming services Are you using social media to be an enabler and convener? Barack Obama in St Paul, 2008 from Chad Davis on Flickr

Are you using social media to be an enabler and convener?

Eyes on the prize Outcomes, outcomes, outcomes A new Life from St Mary’s Episcopal, Memphis on Flickr

Outcomes, outcomes, outcomes

A few more tips Outside -> In Don’t push If you build it, they may not come Where’s the link? Avec un grand A, Mzelle Biscotte on Flickr

Outside -> In

Don’t push

If you build it, they may not come

Where’s the link?

I’m a believer Use the right language – important for gaining acceptance for funding, with stakeholders and citizens Upward by LLima on Flickr

Use the right language – important for gaining acceptance for funding, with stakeholders and citizens

Find me Ingrid Koehler ingrid.koehler@idea.gov.uk Social media community of practice: www.communities.idea.gov.uk www.ideapolicy.wordpress.com www.twitter.com/ingridk

Ingrid Koehler

ingrid.koehler@idea.gov.uk

Social media community of practice: www.communities.idea.gov.uk

www.ideapolicy.wordpress.com

www.twitter.com/ingridk