Redesigning services with customersIdeas Camp is a seminar approach developed to enable Kent Connects Partners to 1. Help move forward projects in the PS ICT Action Plan 2. Develop concepts based on the drivers for change in the PS ICT StrategyIt helps Partners develop a shared understanding of issues in these areas through learningfrom pioneers within and outside Kent. The process that the Ideas Camp helps deliver isoutlined in this flowchart.The first Ideas Camp organised on 30th November focused on the Priority Themes ofCustomer Service Innovation and Public Service Redesign: 1. Introducing a joint approach to channel shift through the Kent eCitizen projectThe project was introduced by its lead - Peter Brook, Transformation & PartnershipsManager at Kent CC - to stimulate a discussion on how other partners could help shape itsdevelopment and to discuss drivers for change in moving customers online.If you would like to get involved in shaping this project, contact email@example.com. 2. Developing principles for designing ICT-enabled services with customersThe “Made in Lambeth” approach to working with communities to design solutions wasintroduced through the perspective of the council – Sophia Looney, Divisional Director forPolicy at Lambeth Council and through the eyes of the entrepreneur Tom Rowley, Co-Founder of Good for Nothing, accompanied by a short film you can see below.These approaches have also been used on how technology can tackle particular customerneeds, social challenges and digital priorities.The Principles will inform the development of a challenge to involve customers to designsolutions using technology to support themselves and their communities. This will notablyinclude developing a prototyping process in West Kent.If you would like to get involved in taking these principles forward to develop a challenge, orif you want to continue the conversation from the seminar, do join the online group.
PrinciplesThe following principles were co-designed byparticipants of Ideas Camp, building on thepresentation & mindmap on Made in Lambeth,a process used by Lambeth Council to involvepeople in the development of local solutions.These principles will be embedded into the“Transformed by You” methodology to informthe development of a similar challenge-basedapproach in Kent. We have set up an onlinegroup for people who want to help shape this.1. Get on board the services responsible for the challenges you’re setting2. Understand what people you need to invite to come up with & design solutions3. Define how you can get people involved in the different stages of the process4. Design a process in which people can be productive and find exciting5. Make challenges clear so people know what their ideas will help address6. Manage expectations of everyone involved and remain flexible on outputs7. Make sure you capture insights from the process that can help you improve8. Identify ways to support community to take forward the solutions9. Ensure the solutions can be validated by all the community
Principles IdeasGet on board the services Make sure you’ve got a key owner that can give theresponsible for the competition influence and authoritychallenges you’re setting Get ownership from the decision makers (at political & officer level) and staff working in those services from the start Bring on board all organisations who are working on the areas the challenge you have set Identify groups that want to experiment in collaborative ways with public services to help develop the processIdentify what people you Identify what skills you need to tackle the challenge you set,need to invite to come up then invite people/groups with those skills to participatewith & design solutions Develop understanding of the skills you need with the community Attract people with the skills to design solutions and people with the skills to take them forward Attract “super users” of your services Attract people who are already creating solutions in their community Make sure you have a good balance of people with different skills Tap into skills that your organisation doesn’t have to design the solutionsDefine how you get people Design process in a way that can involve wider selection ofinvolved in different stages peopleof the process Don’t focus all the engagement on one event, break it up to engage people in different ways Be mindful of how people might be motivated only by particular stages in the process Welcome and be open to everyone who wants to volunteer to help organise the event Make sure everyone is on an equal footing – staff and public should be able to help design solutions Get staff who are happy to take part in the event and take constructive feedback on their services Get the decision makers in the room Get any staff participating to leave their job titles at the office Make sure you have a message that is about supporting the community, not supporting the councilDesign a process in which Create a “can do” environmentpeople can be productive Keep the design of solutions moving forward to maintain theand find exciting enthusiasm of participants Rapid design over 48 hours can build on momentum in developing solutions but can be seen as slapdash Get people to prototype and test, don’t make them think they have to design the finished product
Ensure process helps people interact with each other, develop contacts and build skillsMake challenges clear so Challenges need to be issues they can influencepeople know what their Define measures of success…but define them with theideas will help to address decision makers around the challenges you set Focus the challenges on issues around social self help & community capacity building to build in sustainability Don’t define what outputs you want, but do define the outcomes and share them Make the challenge stretching for people but achievable that they could come up with ideas & solutions toManage expectations of Create objectives that are achievable and where theeveryone involved and deliverables can make a differenceremain flexible on outputs Make the process ambitious but realistic Remain flexible, including your expectation in what is delivered Don’t overpromise, work towards smaller and short term wins Don’t expect the solutions to turn into big projects, the smaller (scale) the better Drive can’t always be achieved internally, work with enthusiastic partnersMake sure you capture Make sure you have a process to evaluate and captureinsights from the process insightsto share with services Have a live lessons learned log so you can continuously review expectations from partners & participantsIdentify ways to support Use the “alpha-beta” concept of solutions always being workcommunity to take forward in progress to be refined through feedback from userssolutions Decide with the participants what role they want to have and what support the council or other partners can provide Make sure you follow through after the event Identify the best way the council can support others to take forward, doesn’t have to implement the solution itself If you enable people to contribute to designing & testing the solutions, they will be more likely to use themEnsure the solutions can Get people to test out the solutions both during their designbe validated by all the and after the eventcommunity Consider if criteria for design of solutions should focus on standards/technologies that can be reused by other organisations (i.e. open source) Use the process to build a community of “doers & makers” around the challenge put forward