Opportunities and constraints. Caution – don’t just look at assets
2 ways of looking at world: buildings, people – about bringing these together
Partnership working is challenging – requires understanding of and synergy with their objectives
Asset mapping - very powerful toolThis example shows in stark terms just how much the public sector owns and the proximity to one another. It is typical of many of us. Difficulty with this in seeing ‘wood for the trees’ - so, we sought to make it easier to spot opportunities.
Link customers (Mosaic Groups) to service needs (F2F contact) – starting point for further exploration
Need to drill down, both geographically and in understanding of customer needs
‘Open’ forum for exploring community needs and priorities
Qualitative surveys to further explore service priorities and needs
Embed principles in organisational culture
OUTCOME: Delivering better public services…an innovative change to the way that local authority services work together to provide the best possible service to the public.…first phase opened October 2011 by Baroness Hanham CBE, giving residents easy access to a variety of council and voluntary sector services in one location.A shared community spaceThe atrium area of the plaza is an ideal meeting place, with free wireless internet access available. For people who don’t have their own computers, four terminals are available for public use. There are also vending machines with snacks and hot and cold drinks.The Plaza’s event suite is now available for booking by organisations, community groups and individuals.
BENEFIT: Savings for taxpayersBy making the building more efficient and sharing space, the reduction in annual running costs to Havant Borough and Hampshire County Councils is estimated to be £100,000. Staff are also finding new ways to save money and time.Co-locating services will also mean fewer journeys for residents and staff, reducing travel costs and the borough’s carbon footprint. The energy-efficient design of the building is expected to provide a 35-40% reduction in energy consumption per m2 of floor space, which will save money and reduce carbon emissions.When phase 2 of the project is completed, approximately 300 more staff will occupy the same building, allowing council-owned buildings that are no longer occupied to be sold.
Wrapping up – what next?formal commitment from Partners through Cabinet and SenateSynchronise strategies, progress Customer Insight Project – quant and qual
Dr Steve Scholey: Hampshire and Isle of Wight
How Hampshire is benefiting from mappingproperty assets and customer demandMonday 19 March 2012Smith Square Conference Centreat Local Government HouseSmith Square, London SW1Dr Steve Scholey Blog by Tom HorwoodHampshire and Isle of Wight Executive DirectorCustomer Insight Partnership East Hampshire District Council and Havant Borough Council
Challenges – the national context Capital and Assets Pathfinder Programme 2010-11 Customer demand workstream http://www.communities.gov.uk/documents/localgovernment/pdf/capassets.pdf Aim: to test how a customer-centric and place-based approach to asset management and capital investment could improve local outcomes and generate significant savings Opportunities – rationalise, reduce costs (potentially £35bn nationally) Constraints: – existing assets, located as per evolving need over a century – vast range of services – delivery arrangements (and customer intelligence) separated from asset management and capital investment – savings should not be made to the detriment of service qualityThe Capital and Asset Pathfinder programme was set up by the Government last year to look at how public sector land and property are managed and used.Hampshire County Council is in the first wave of councils to pursue this project. Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council
Linking Customers with Services and Assets Understand Shape Service Re-profile the Community Needs Delivery public estate What are they? What structure of How can the public sector combined asset How will they services is required portfolio be change over the to meet these needs reshaped to support next decade? and trends? these services?Hampshire CC has developed a methodology based around a series of workshops with public sector partners that they tested in Winchester and Basingstoke last year. Their approach identified substantial savings if public sector organisations could come together and rethink how they use their assets, taking account of customer need and joining up their approach. Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council
Area opportunities workshops... participants includedhealth, ambulance, fire and police services, as well as the Government property unit...joined by... relevant Service Managers... and Councillors as portfolio holders for assets... Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council Hampshire – Partnership Matrix Area BasedPartners Area-Based Partners IoW NFDC TVBC SCC EBC PCC GBC FBC BDBC WCC HBC EHDC Hart RBC East Hants PSV Ringwood Gateway Workstyles CMT Asset Rationalisation Schools Review Co-location HCC Extra Care Estates Review Police Fareham Civic Aldershot Civic Runways End Havant PSV Pan-Area Partners Pan-Area Partners Estates Review HFRS Estates Review NHS CSSE Estates Review Central 3rd Sector
Opportunities Workshop, Petersfield We spent a morning together learning about each organisation’s strategies and challenges for the coming years, pored over paper and electronic maps, andstarted to understand exactly where our various assets sit, how they relate to each other and what customer demand might look like in the future. Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council
Public sector property assets, Basingstoke County District Police Cent. Govt. Health MoD Fire & Rescue
Linking Services and Assets Understand Shape Re-profile Community Service the public Needs Delivery estate
Linking Customers with ServicesHouseholds90,00080,000 AVOID FACE-TO-FACE70,00060,000 All households Contact50,000 preference ‘Top 30%’40,000 (Experian’s UK model)30,00020,000 PREFER10,000 FACE-TO-FACE 0 A B C D E F G H I J K L M N O Mosaic Group customer insight partnership
Exploring customer demand: Community needs improved being an advocate - accommodation speaking on behalf social of a group integration being part of a group to communication provide advice issues and barriers and guidance to accessing services access to an temporary / active and long term supportive guidance in community day-to-day living access to democracy physical / e.g. planning cultural voting development Community conversations mental / physical health support / Circle of need assisted bin collections assistance medical Fire treatment / Safety assistance Check
Exploring customer demand: Service priorities and needs Local services usually used face-to-face
This way of thinking is embedded in our two councils’ draft Corporate Strategies in thepriority themes of economic growth, financial sustainability and public service excellence. Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council New EHDC / HBC Corporate Strategies 2012-17 and 2012-13 budgets Take account of customer insight, economic trends, government policy and input from colleagues Debated publicly with councillors at scrutiny meetings and with residents at Community Forum Provide a robust framework for future decisions about service delivery and resource allocation, around the three strategic themes Recognise that public sector has to change how it functions in response to community as well as government expectation if it is to be sustainable We are at the vanguard of this change in Hampshire Will be used as the basis for our service business plans, which – for the first time – will look ahead three years, rather than one
The principle is very simple... exemplified by success of Havant’s Public Service Plaza,initiated by HBC a few years ago and enthusiastically supported by Hampshire CC. Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council Havants Public Service Plaza Delivering better public services …an innovative change to the way that local authority services work together to provide the best possible service to the public …first phase opened October 2011, giving residents easy access to a variety of council and voluntary sector services in one location A shared community space The atrium – an ideal meeting place, with free wireless internet access, four terminals for public use and vending machines for snacks / drinks Event suite – available to organisations, community groups and
The principle is very simple... exemplified by success of Havant’s Public Service Plaza, initiated by HBC a few years ago and enthusiastically supported by Hampshire CC. Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council Havants Public Service Plaza Savings for taxpayers Building 35-40% more energy-efficient per m2 + space-sharing (+300 staff in Phase 2) > reduced running costs Streamlined ways of staff working to save money and time Co-locating services (HBC and HCC) > fewer staff and resident journeys > reduced travel costs / carbon footprint Estimated savings of £100,000 pa + reduced CO2 emissions Buildings no longer occupied to be sold
...a really interesting and demanding session, which we will build on at the next workshop ...exactly the sort of inter-agency discussion that we need to be having if we are going to deliver sustainable and successful services in the future. Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough CouncilWhat Next for Hampshire?Extrapolate the case: Focus on specific opportunities Grow portfolio of projectsHampshire public sector partnership projects Existing: Havant Plaza, Ringwood Gateway Outline Business Cases, 2011: – Winchester, Basingstoke (with Hart) Future urban areas identified for collaborative Pathfinder approach
How Hampshire is benefiting from mappingproperty assets and customer demand Questions / Discussion Dr Steve Scholey Hampshire and Isle of Wight Customer Insight Partnership Steve.Scholey@hants.gov.uk
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