1. The document outlines the process used to review and improve the framework for engaging with the public and partner agencies at Maidstone Borough Council. 2. Key aspects of the process included establishing clear goals and scope upfront, researching existing systems and best practices, developing options for improvement, and implementing a new model. 3. The results significantly exceeded expectations, with the new framework saving over 90% of costs and 81% of staffing costs compared to targets of 50% and 20%, while also increasing community engagement over 700%.

1. Key takeaways – something to leave with you
___________________
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Michael Watts  Interview for Transformation Manager  Helping Maidstone Borough Council deliver its priorities through the transformation of processes
& services
Review of the
framework used to
engage with
members of the
public & partner
agencies to:
a.
give better value for money
–
expectation of savings
b.
reduce resource implications –
reduction in officer & Councillor time
c.
remove duplication & repetition
–
less meetings, groups & tiers
d.
give people a stronger, more effective
voice –
talk directly to decision makers
Setting the ground
rules – a solid
foundation
1
.
Understood needs & scope of the project
- initially agreed deliverables, resources
& timeframe
Created & agreed Project Profiler to
outline what was involved, what success
looked like
& what everyone needed to know
Developed Business Case & gained
agreement before developing project
documentation & establishing Project
Group
2
.
3
.
Start with why -
discovery phase
1
.
Started by looking at why the existing
framework existed – and what need
it was meeting
Mapped existing systems, processes &
user experience, & identified return on
investment
Researched other examples & identified
current trends, & scoped the current &
future resource constraints
2
.
3
.
How do we make it
better - options
appraisal
1
.
Started with a blank sheet to consider
“if we were to develop this from scratch
now, what would it look like?”
Drew up options for different models
based on next practice & modelled
expected cost savings & resource
benefits
Gained agreement on option with clear
savings expectations, & then
implemented new model
2
.
3
.
A B
C D
What did it achieve
– what’s happened
since
1
.
Saved 90% of original cost
- against target of 50%
Saved 81% of original staffing cost
- against target of 20%
Reduced 50% of original Councillor time
- against target of 20%
Increased number of people
engaged by 700%
- including over 1,400 people that
had never been engaged with
before
And since then, we have refined,
improved & strengthened…
2
.
3
.
Ask.
Listen.
Learn.
Refine.
And again…
What did I learn? -
how it changed me
1
.
Better communication
Communicate.
Then communicate again.
Then again. And once
more.
So, I have…
Used tools to communicate
& share real time
information – such as Trello
2
.
Better grip
Control on all work to
monitor progress, resource
implications & workloads
So, I have…
Studied Agile to manage
projects - 5 development
stages, sprints & releases
3
.
Better belief
Research, ask & learn from
others – but go with
options I believe in
So, I have…
Listened to others – but
trusted my gut more