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Managing Change: Transformation for Productive Public Services 6/12/2016

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Sarah Johnston presentation

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Managing Change: Transformation for Productive Public Services 6/12/2016

  1. 1. Managing change – the Bristol Applied Programme 1 ©RedQuadrant 2016 Sarah Johnston 0770 10149836 sarah.johnston@redquadrant.com
  2. 2. Managing change – the Bristol Applied Programme 2 Hats Hats are important!
  3. 3. Managing change – the Bristol Applied Programme 3 The plan • Programme of support and challenge for Service Managers • Introduce and embed new skills, tools and techniques • Tackle complex challenges and work in a different way – The Bristol Way • Do things better and do better things (plumbing and poetry) • Enable Service Managers to step up • Deliver savings and continual improvement • Do an alpha and a beta and then get on with it…… • Whole organisation would be behind it So, so exciting – real buzz!!
  4. 4. Managing change – the Bristol Applied Programme 4 Early approach • Co-design and deliver programme • Learning is in the work and should have immediate impact • Quality assured • Value for money • Great mix of learning materials • Pre determined cohorts with savings targets attached • Contracting conversations, sponsorship, etc • Personal and generic elements • Carrot and stick • Show don’t tell • Systems Thinking, Demand Management, Agile, etc, etc What could go wrong?
  5. 5. Managing change – the Bristol Applied Programme 5 The reality – roller coaster • Operating conditions not aligned to ambition  Over engineered the pipeline – roll out slow  Complex admission criteria – long lead times  Support element was over-controlled and difficult to plan for  Competition between different directorates  Governance structure cumbersome • Led to a culture of ‘Haves’ and ‘Have Nots’ • Sometimes even slowed existing change programmes down • Content was great • Service Managers immediately started to apply their learning – ‘Curly Journeys’ • Every cohort had different expectations and needs Don’t try too hard to get it perfect first time around
  6. 6. Managing change – the Bristol Applied Programme 6 Curly journeys
  7. 7. Managing change – the Bristol Applied Programme 7 Curly journeys
  8. 8. Managing change – the Bristol Applied Programme 8 Next Iteration • Pace and focus • Type and scale of approach aligned with environment and context • Local, small, positive contributions • Empowering and resourcing • In business coaching • Pull on coaching • Teams doing it for themselves • Less control • Prototyping Create real opportunities and support to kick start
  9. 9. Managing change – the Bristol Applied Programme 9 Benefits delivered (1) • £11m savings from first four cohorts  New functionality released on the website  Joined-up approach to enforcement  Redesign of Citizen Services  Resource Allocation System – technical IT and behavioural change  Improved Information, Advice and Guidance and supported on-line self-assessment  End-to-end redesign of internal support services All cohorts: seeding continual improvement journeys. Real champions for new ways of working created
  10. 10. Managing change – the Bristol Applied Programme 10 Benefits delivered (2) • Embedding sustainable continual improvement within the organisation • Building capability across the council • Do it in lots of different ways at different levels • Clarity on commitment and expectations for everyone • Created centres of excellence • Delivers savings and allows the service to thrive • Culture change – ‘can do’ attitude! The ripple effect – interest grew!
  11. 11. Managing change – the Bristol Applied Programme 11 What helped • Constant feedback and iteration from participants, sponsors, etc • Staying close to the Senior Leadership Team • True partnership between Bristol City Council and RedQuadrant • Understanding the ‘politics’ and rivalries • Really working on internal relationships • Showing we could adapt – Benefits Realisation Boards, Hot-Housing • Tenacity • Not being precious about who gets the credit • Creating real champions • Real visible behaviour change Show don’t tell!
  12. 12. Managing change – the Bristol Applied Programme 12 The plan • Programme of support and challenge for Service Managers • Introduce and embed new skills, tools and techniques • Tackle complex challenges and work in a different way – The Bristol Way • Do things better and do better things • Enable Service Managers to step up • Deliver savings and continual improvement • Do an alpha and a beta and then get on with it… NEVER… yet! • Whole organisation would be behind it… EVENTUALLY The journey continues…
  13. 13. Managing change – the Bristol Applied Programme 13 Thanks for listening! Sarah Johnston 077010 49836 sarah.johnston@redquadrant.com www.redquadrant.com Sally Mitchell 07766696920 sally.mitchell@bristol.gov.uk

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