There is a growing imbalance between public service resources and demand, so improving efficiency alone is no longer sufficient. Traditional approaches to stopping services bring significant risks. Intelligent decommissioning means implementing new approaches to meet customer and financial needs by conducting a controlled shutdown, re-commissioning new approaches, and effectively signposting alternatives. It defines a baseline for cost, performance, and opportunities, develops a pathway for future needs, and ensures a managed transition and captured benefits.
AIS offers after school clubs in Spanish, dodge ball, learning about the community at AIS, art, and learning about Vietnamese culture. The Spanish club teaches the language and culture, while the popular dodge ball club provides exercise. Students can also gain information about their school through the community club, develop art skills, or learn about their home country of Vietnam.
IRI Weekly FMCG News update - w/c 21st November 2016Rūta Misiūnaitė
This document provides a weekly news update on developments in the packaged groceries sector. Key highlights include:
- Nisa's partnership with Center Parcs is strengthening with the redevelopment of a store.
- Dunnes Stores has become Ireland's largest supermarket, increasing its market share.
- Lidl UK has launched a new Twitter campaign to lower product prices based on engagement.
- Kingfisher reported solid third quarter results, with growth in the UK offsetting weakness in France.
La convergencia tecnológica implica el intercambio de datos entre diferentes dominios mediante múltiples redes de comunicación para crear, consumir, aprender e interactuar. Incluye la convergencia de redes como voz y datos, servicios como telefonía fija, móvil, televisión y internet, y terminales como computadoras, agendas electrónicas y teléfonos móviles. Los teléfonos móviles operan a través de una red de celdas de antenas repetidoras de señal. La transmisión digital se ha
The document is a student's weekly homework log and schedule for May 7-11, 2012. It includes assignments for reading, math, English, Spanish, typing practice, and extra activities. The student is tasked with logging their daily reading minutes, completing various math, English, and Spanish assignments each day, and practicing typing for 10 minutes daily. It also notes an upcoming Mother's Day tea event on May 11th.
1) Ali gets off the bus after ending her engagement and returns home, hoping to avoid her housemates. She cries in the bathroom over what happened.
2) Ali wakes up confused because there are no marks on her arm from the night before. She goes downstairs and finds her housemates have decorated for her birthday, which surprises her because she believes the last three years of her life were a dream.
3) Ali's friends are confused about why she mentions Oliver, who they do not know. Ali starts to question if the past three years, including her relationship, were real or a dream.
The tam-tam is a flat, circular metal percussion instrument, usually made of bronze, that originated in Oriental culture. It has a raised center area. When struck, it emits an indefinite sound from the center that can range from soft to loud. The percussionist must time successive strikes to sustain the sound and use their hands or embrace the tam-tam to dampen the ringing sound. Videos demonstrate its playing techniques.
AIS offers after school clubs in Spanish, dodge ball, learning about the community at AIS, art, and learning about Vietnamese culture. The Spanish club teaches the language and culture, while the popular dodge ball club provides exercise. Students can also gain information about their school through the community club, develop art skills, or learn about their home country of Vietnam.
IRI Weekly FMCG News update - w/c 21st November 2016Rūta Misiūnaitė
This document provides a weekly news update on developments in the packaged groceries sector. Key highlights include:
- Nisa's partnership with Center Parcs is strengthening with the redevelopment of a store.
- Dunnes Stores has become Ireland's largest supermarket, increasing its market share.
- Lidl UK has launched a new Twitter campaign to lower product prices based on engagement.
- Kingfisher reported solid third quarter results, with growth in the UK offsetting weakness in France.
La convergencia tecnológica implica el intercambio de datos entre diferentes dominios mediante múltiples redes de comunicación para crear, consumir, aprender e interactuar. Incluye la convergencia de redes como voz y datos, servicios como telefonía fija, móvil, televisión y internet, y terminales como computadoras, agendas electrónicas y teléfonos móviles. Los teléfonos móviles operan a través de una red de celdas de antenas repetidoras de señal. La transmisión digital se ha
The document is a student's weekly homework log and schedule for May 7-11, 2012. It includes assignments for reading, math, English, Spanish, typing practice, and extra activities. The student is tasked with logging their daily reading minutes, completing various math, English, and Spanish assignments each day, and practicing typing for 10 minutes daily. It also notes an upcoming Mother's Day tea event on May 11th.
1) Ali gets off the bus after ending her engagement and returns home, hoping to avoid her housemates. She cries in the bathroom over what happened.
2) Ali wakes up confused because there are no marks on her arm from the night before. She goes downstairs and finds her housemates have decorated for her birthday, which surprises her because she believes the last three years of her life were a dream.
3) Ali's friends are confused about why she mentions Oliver, who they do not know. Ali starts to question if the past three years, including her relationship, were real or a dream.
The tam-tam is a flat, circular metal percussion instrument, usually made of bronze, that originated in Oriental culture. It has a raised center area. When struck, it emits an indefinite sound from the center that can range from soft to loud. The percussionist must time successive strikes to sustain the sound and use their hands or embrace the tam-tam to dampen the ringing sound. Videos demonstrate its playing techniques.
Contracting for Services in Public Sector - 11 & 12 Aug - CanberraPASA Events
This document provides information about an upcoming two-day conference on contracting for services in the public sector. The conference will provide procurement and contracting professionals in the public sector with knowledge and strategies to ensure they deliver the right outcomes for all stakeholders. Speakers will discuss topics like early supplier engagement, flexibility in contracts, performance measurement, and relationship management. The document outlines the agenda, with sessions on contracting challenges, objective setting, case studies on innovation through supplier engagement, and workshops on topics like governance models and contract management. The conference aims to equip procurement officers with tools and approaches to effectively contract for services.
Nolan newsletter article on how companies will need to adjust their strategies to the reality that current changes are likely to stay in place, the economic environment will remain a challenge and talent management will become a much greater challenge.
David Hackett is an accomplished analyst and manager with extensive experience streamlining processes to support corporate objectives. He has a demonstrated ability to identify problems, solutions, and implement improvements to enhance efficiency, productivity, and customer service. Hackett is a respected leader who can manage others to achieve goals. His career accomplishments include generating increased revenue and savings for clients through contract management and supplier negotiations.
Can Service Design Restore a World in Crisis?Oleg Koss
This document discusses how service design principles and methods can help address challenges arising from the COVID-19 crisis. It provides an example of a typical service design case study involving redesigning a mobile phone renewal process. It then outlines three key service design principles: boundary objects, which create shared understanding across groups; trading zones, which facilitate exchange despite differences; and invisible social structures, which surface unconscious rules and norms. It argues these principles can be applied to the COVID-19 response by using boundary objects to align stakeholders, creating trading zones to honor various expertise, and examining invisible rules that may be limiting. The document concludes by stating design can help restore systems in crisis by redesigning processes, norms and mental models.
The document discusses challenges and opportunities for optimizing contact management across channels in public services. It outlines three targets: 1) optimizing channel efficiency to reduce costs while maintaining quality, 2) managing contact by shifting to lower-cost channels like web and reducing unnecessary contact, and 3) redesigning delivery processes to reduce back-office costs and enable more self-service options. While some organizations have made progress, fully achieving these goals requires overcoming cultural and process barriers, closely tracking costs by service, and designing processes around customer needs and channel costs.
The document discusses challenges and opportunities for optimizing contact management across channels in public services. It outlines three targets: 1) optimizing channel efficiency to reduce costs while maintaining quality, 2) managing contact by shifting to lower-cost channels like web and reducing unnecessary contact, and 3) redesigning delivery processes to reduce back-office costs and enable more self-service options. While some organizations have made progress, fully achieving these goals requires overcoming cultural and process barriers, closely tracking costs by service, and designing processes around customer needs and channel costs.
1) The document discusses pragmatic approaches to optimizing operational costs during times of radical change and uncertainty. It outlines a 3 step process of engage and set up, discover and diagnose, and iterative design and implementation.
2) The discover and diagnose step involves defining customer segments, attributing costs, conducting a holistic analysis of the operating model, and identifying cost optimization opportunities across components like customers, processes, partners, organization, locations, and technology.
3) The iterative design and implementation step defines initiatives, establishes waves for iterative delivery, and tracks benefits to realize savings on the bottom line. Various levers are discussed like shifting customers to lower cost channels, reducing failure demand, streamlining processes, rationalizing applications,
The document summarizes an upcoming conference on managing the financial impacts of consumer directed aged care. The two-day conference will address key challenges and opportunities related to the transition to the consumer directed care model. It will provide strategies for managing the new financial requirements and maintaining financial sustainability. The conference will feature presentations from industry experts on topics such as strengthening budgeting and cost management systems, unit cost analysis, and ensuring staff readiness for consumer directed care.
Customer Service: Achieving excellence through a company-wide approachValue Partners
A new perspective devoted to customer satisfaction, a key driver to increase a company’s value. By Alberto Griselli and Charles Monteux of the São Paulo office
Jeffery Karl is a senior-level continuous improvement professional with experience leading multi-million dollar projects using Lean Six Sigma methodologies. He currently works as the Director of Continuous Improvement at Nationwide Financial Services, where he developed their continuous improvement program, trained over 100 associates, and led projects saving over $500,000 annually. Previously, he worked at Cardinal Health leading Six Sigma projects saving over $3 million and introducing new strategies.
The document is a resume for Vaughn Moler that highlights their experience in customer service management, event management, project management, and mediation. Moler has over 20 years of experience developing customer service programs, marketing initiatives, and training programs. They are skilled in analyzing problems, resolving issues, and implementing solutions to increase efficiencies. Their career includes roles as a senior mediator, flight attendant, and arbitrator where they successfully negotiated resolutions in over 8,000 contractual grievances.
CPOs today are aggressively & proactively working towards defining the performance criteria that will be used to measure procurements contribution to business objectives. Savings being one of the key performance attributes linked to procurement, in this session Matthew Weinberg, Senior Manager from Cubist Pharmaceuticals will be sharing his insights into the approach adopted by Cubist to track and report on the savings generated through different sourcing initiatives.
Slide share British Quality Foundation UK - Customer Relationship ExcellenceDr. Ted Marra
Here is 'an oldie but goodie' I wrote for the British Quality Foundation in London - keeper of the EFQM Business Excellence framework. You will be able to see how things have evolved by comparing to recent materials on this subject - but still lots of nuggets! Enjoy
1) The document discusses the definition of services and some of the key constraints faced in the services industry, such as time, labor, equipment, and facilities.
2) It then covers strategies for shifting demand to match capacity, such as changing service offerings, modifying timing and locations, and using differential pricing. Another approach is shifting capacity to meet demand by stretching existing capacities like time, labor, facilities, and equipment.
3) The final sections outline important functions of a service product manager, including idea generation, product creation, sales support, demand/supply planning, and knowledge management. It concludes by noting that service demand management can help track requirements and purchasing operations.
Solutions manual for operations management processes and supply chains 11th e...Brown485
Solutions Manual for Operations Management Processes and Supply Chains 11th Edition by Krajewski
Download at: http://downloadlink.org/p/solutions-manual-for-operations-management-processes-and-supply-chains-11th-edition-by-krajewski/
People also search:
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operations management processes and supply chains pdf
Who we are and what we can do for your company.
We believe that prosperity must include company and workers.
We face every challenge with the right thinking and tool: Lean Six Sigma, simulation, design of experiments, change management, training.
Michael Fontaine is a results-driven business executive seeking an upper management role in the oil and gas field services industry. He has over 10 years of experience managing operations and developing new technologies and business lines. Most recently, he worked as the National Business Development Manager for Crescent Services, where he brought in their largest customer and established new business lines with profit margins up to 90%. He is skilled at negotiations, efficiency improvements, and relationship building to reduce costs and increase profits.
How MJ Global Leads the Packaging Industry.pdfMJ Global
MJ Global's success in staying ahead of the curve in the packaging industry is a testament to its dedication to innovation, sustainability, and customer-centricity. By embracing technological advancements, leading in eco-friendly solutions, collaborating with industry leaders, and adapting to evolving consumer preferences, MJ Global continues to set new standards in the packaging sector.
Contracting for Services in Public Sector - 11 & 12 Aug - CanberraPASA Events
This document provides information about an upcoming two-day conference on contracting for services in the public sector. The conference will provide procurement and contracting professionals in the public sector with knowledge and strategies to ensure they deliver the right outcomes for all stakeholders. Speakers will discuss topics like early supplier engagement, flexibility in contracts, performance measurement, and relationship management. The document outlines the agenda, with sessions on contracting challenges, objective setting, case studies on innovation through supplier engagement, and workshops on topics like governance models and contract management. The conference aims to equip procurement officers with tools and approaches to effectively contract for services.
Nolan newsletter article on how companies will need to adjust their strategies to the reality that current changes are likely to stay in place, the economic environment will remain a challenge and talent management will become a much greater challenge.
David Hackett is an accomplished analyst and manager with extensive experience streamlining processes to support corporate objectives. He has a demonstrated ability to identify problems, solutions, and implement improvements to enhance efficiency, productivity, and customer service. Hackett is a respected leader who can manage others to achieve goals. His career accomplishments include generating increased revenue and savings for clients through contract management and supplier negotiations.
Can Service Design Restore a World in Crisis?Oleg Koss
This document discusses how service design principles and methods can help address challenges arising from the COVID-19 crisis. It provides an example of a typical service design case study involving redesigning a mobile phone renewal process. It then outlines three key service design principles: boundary objects, which create shared understanding across groups; trading zones, which facilitate exchange despite differences; and invisible social structures, which surface unconscious rules and norms. It argues these principles can be applied to the COVID-19 response by using boundary objects to align stakeholders, creating trading zones to honor various expertise, and examining invisible rules that may be limiting. The document concludes by stating design can help restore systems in crisis by redesigning processes, norms and mental models.
The document discusses challenges and opportunities for optimizing contact management across channels in public services. It outlines three targets: 1) optimizing channel efficiency to reduce costs while maintaining quality, 2) managing contact by shifting to lower-cost channels like web and reducing unnecessary contact, and 3) redesigning delivery processes to reduce back-office costs and enable more self-service options. While some organizations have made progress, fully achieving these goals requires overcoming cultural and process barriers, closely tracking costs by service, and designing processes around customer needs and channel costs.
The document discusses challenges and opportunities for optimizing contact management across channels in public services. It outlines three targets: 1) optimizing channel efficiency to reduce costs while maintaining quality, 2) managing contact by shifting to lower-cost channels like web and reducing unnecessary contact, and 3) redesigning delivery processes to reduce back-office costs and enable more self-service options. While some organizations have made progress, fully achieving these goals requires overcoming cultural and process barriers, closely tracking costs by service, and designing processes around customer needs and channel costs.
1) The document discusses pragmatic approaches to optimizing operational costs during times of radical change and uncertainty. It outlines a 3 step process of engage and set up, discover and diagnose, and iterative design and implementation.
2) The discover and diagnose step involves defining customer segments, attributing costs, conducting a holistic analysis of the operating model, and identifying cost optimization opportunities across components like customers, processes, partners, organization, locations, and technology.
3) The iterative design and implementation step defines initiatives, establishes waves for iterative delivery, and tracks benefits to realize savings on the bottom line. Various levers are discussed like shifting customers to lower cost channels, reducing failure demand, streamlining processes, rationalizing applications,
The document summarizes an upcoming conference on managing the financial impacts of consumer directed aged care. The two-day conference will address key challenges and opportunities related to the transition to the consumer directed care model. It will provide strategies for managing the new financial requirements and maintaining financial sustainability. The conference will feature presentations from industry experts on topics such as strengthening budgeting and cost management systems, unit cost analysis, and ensuring staff readiness for consumer directed care.
Customer Service: Achieving excellence through a company-wide approachValue Partners
A new perspective devoted to customer satisfaction, a key driver to increase a company’s value. By Alberto Griselli and Charles Monteux of the São Paulo office
Jeffery Karl is a senior-level continuous improvement professional with experience leading multi-million dollar projects using Lean Six Sigma methodologies. He currently works as the Director of Continuous Improvement at Nationwide Financial Services, where he developed their continuous improvement program, trained over 100 associates, and led projects saving over $500,000 annually. Previously, he worked at Cardinal Health leading Six Sigma projects saving over $3 million and introducing new strategies.
The document is a resume for Vaughn Moler that highlights their experience in customer service management, event management, project management, and mediation. Moler has over 20 years of experience developing customer service programs, marketing initiatives, and training programs. They are skilled in analyzing problems, resolving issues, and implementing solutions to increase efficiencies. Their career includes roles as a senior mediator, flight attendant, and arbitrator where they successfully negotiated resolutions in over 8,000 contractual grievances.
CPOs today are aggressively & proactively working towards defining the performance criteria that will be used to measure procurements contribution to business objectives. Savings being one of the key performance attributes linked to procurement, in this session Matthew Weinberg, Senior Manager from Cubist Pharmaceuticals will be sharing his insights into the approach adopted by Cubist to track and report on the savings generated through different sourcing initiatives.
Slide share British Quality Foundation UK - Customer Relationship ExcellenceDr. Ted Marra
Here is 'an oldie but goodie' I wrote for the British Quality Foundation in London - keeper of the EFQM Business Excellence framework. You will be able to see how things have evolved by comparing to recent materials on this subject - but still lots of nuggets! Enjoy
1) The document discusses the definition of services and some of the key constraints faced in the services industry, such as time, labor, equipment, and facilities.
2) It then covers strategies for shifting demand to match capacity, such as changing service offerings, modifying timing and locations, and using differential pricing. Another approach is shifting capacity to meet demand by stretching existing capacities like time, labor, facilities, and equipment.
3) The final sections outline important functions of a service product manager, including idea generation, product creation, sales support, demand/supply planning, and knowledge management. It concludes by noting that service demand management can help track requirements and purchasing operations.
Solutions manual for operations management processes and supply chains 11th e...Brown485
Solutions Manual for Operations Management Processes and Supply Chains 11th Edition by Krajewski
Download at: http://downloadlink.org/p/solutions-manual-for-operations-management-processes-and-supply-chains-11th-edition-by-krajewski/
People also search:
operations management processes and supply chains 11th edition free pdf
operations management processes and supply chains 11th edition pdf
operations management processes and supply chains 11th edition solutions
operations management processes and supply chains 10th edition pdf
operations management: processes and supply chains (11th edition) ebook
operations management processes and supply chains 11th edition answers
operations management processes and supply chains 11th edition test bank
operations management processes and supply chains pdf
Who we are and what we can do for your company.
We believe that prosperity must include company and workers.
We face every challenge with the right thinking and tool: Lean Six Sigma, simulation, design of experiments, change management, training.
Michael Fontaine is a results-driven business executive seeking an upper management role in the oil and gas field services industry. He has over 10 years of experience managing operations and developing new technologies and business lines. Most recently, he worked as the National Business Development Manager for Crescent Services, where he brought in their largest customer and established new business lines with profit margins up to 90%. He is skilled at negotiations, efficiency improvements, and relationship building to reduce costs and increase profits.
How MJ Global Leads the Packaging Industry.pdfMJ Global
MJ Global's success in staying ahead of the curve in the packaging industry is a testament to its dedication to innovation, sustainability, and customer-centricity. By embracing technological advancements, leading in eco-friendly solutions, collaborating with industry leaders, and adapting to evolving consumer preferences, MJ Global continues to set new standards in the packaging sector.
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
Introduction
The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
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Structural Design Process: Step-by-Step Guide for BuildingsChandresh Chudasama
The structural design process is explained: Follow our step-by-step guide to understand building design intricacies and ensure structural integrity. Learn how to build wonderful buildings with the help of our detailed information. Learn how to create structures with durability and reliability and also gain insights on ways of managing structures.
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
buy old yahoo accounts buy yahoo accountsSusan Laney
As a business owner, I understand the importance of having a strong online presence and leveraging various digital platforms to reach and engage with your target audience. One often overlooked yet highly valuable asset in this regard is the humble Yahoo account. While many may perceive Yahoo as a relic of the past, the truth is that these accounts still hold immense potential for businesses of all sizes.
19. contacts simon morioka, claire kennedy managing directors, private public ltd simon.morioka@privatepublic.co.uk claire.kennedy@privatepublic.co.uk peter whelan managing director, DTW pete@dtw.co.uk
Editor's Notes
intelligent decommissioning is a new approach to what we feel is one of the biggest challenges being faced by the sector intelligent decommissioning is an approach which has been developed by private public and communications consultancy DTW born of our experience of the public sector based on direct experience of having worked across a number of organisations in both frontline services and change programmes genesis of this came out of Health and our relationship with Paul Corrigan, who was at Islington before becoming Special Advisor at the Department of Health to Alan Milburn and John Reid from 2001; brought in Foundation Hospitals based on the Swedish / Spanish models; is currently working with the boards of PCTs and Councils across London Paul had been working on World Class Commissioning and identified the need for better approaches to decommissioning if benefits around this were to be realised We were working with a number of Health and Local Government clients who were facing similar financial challenges
Cash reductions potentially in excess of 20% to existing budgets Order of magnitude different to efficiency savings in the previous decade Even in ring-fenced areas such as health, no increase is an effective cut Demographic changes and increasing public expectations of services, including new treatments in health and better customer services in local government, are driving the other side of the equation
there is scope to drive efficiencies through automation and simplification of processes, improved contract management and productivity the days of the big capital programmes are over the organisations we are working with are telling us that they need to explore other options targeted interventions which release immediate savings without simply salami-slicing existing services
we’ve all seen the issues which can ensue from poorly managed service closures we appreciate that this is not a purely rational process – that both staff and customers of organisations can be very attached to existing ways of working and / or resistant to change
this is about matching up customer expectations and financial realities
there are three areas we are looking at in the context of intelligent decommissioning firstly understanding what customers actually need, how this need can be met differently, and engaging people in the need for change
the second, and just as important, is understanding how existing operations are affected, what the implications are, and how where appropriate these can be decommissioned in a controlled way this is one of the differentiators from other recent approaches to service redesign, which tend to focus on solely on the new without thinking about what’s going to happen to the old
thirdly recognising that this not necessarily about building lots of new capabilities but equally about communicating alternatives
this is the process you could divide this up any number of ways based on experience we have grouped this into four distinct stages, allowing for clear decision-points in between
the first is around capturing the starting point this is key for both evidencing and communicating the need for change it is also key for being able to effectively capture and evidence benefits includes identifying the key stakeholders
develop includes finalising the business case, communications plan, benefits realisation plan the act of developing these things also encompasses beginning to roll them out fundamentally this is about understanding the detail of the change, engaging people, validating approaches and being ready to move to the next stage
local authorities and increasingly PCTs have a great deal of experience around commissioning new services this is about seeing commissioning and decommissioning as two sides of the same coin depending on the nature of the changes, this part of the process may involve procurement, HR, legal, finance and other specialisms it may involve just one organisation or many, for example where other providers will be dealing with future customers needs the key is maintaining co-ordination and engagement, and ensuring that as new arrangements are rolled out old ones are genuinely being decommissioned in parallel
in both private and public sector this is generally not the strongest area bottom line is that savings are cashed and that customer impacts have been demonstrably managed
there are four key areas of support required to make this happen
Client Westmorland General HospitalCost / Resources £12,000 approx Duration 2 months approxKey Stakeholders Corporate Affairs Director Ross Forbes and Head of Communications Mark GrahamScope Reduce acute services in Westmorland District Hospital, including the closure of the coronary care unit. Step up, step down unit to be introduced in Kendal, additional teams introduced and a new cancer care unit opened.AffectedServices Acute care, coronary services, nursing servicesWhat Was Decommissioned Traditional provision of acute care and coronary services.Brief Description of Changes Customers were incensed at the prospect of the changes and campaigning on a ‘Save our NHS’ banner. DTW engaged and managed the communications programme including stakeholder engagement aimed at local politicians, aligning with their agendas, as well as local media engagement. Key was to rebut inaccurate information and to get the internal briefings right to convert staff to advocates. Key Challenges Managing public opinion and managing the politicians Key Lessons Learnt Importance of linking the outcomes to the agendas of the political leadership and maintaining robust communications with all key stakeholders
Client City of York CouncilCost / Resources £15,000 approxDuration 2 months approxKey Stakeholders Head of Comms Matt Beer and Project Director Maria WoodScope New Civic CentreAffectedServices All council accommodationWhat Was Decommissioned 16 office buildings and customer reception centresBrief Description of Changes The buildings were old, expensive and not fit-for-purposeA site and design had been selected which were subject to public consultation but which had failed to convince the public of the benefitsStaff, public and local media were re-engaged around presenting options for the futureA clear preference was established across stakeholders The development work is now underway with a clear plan for decommissioning existing sites alongside this Key Challenges Public acceptance of councils spending money on their own accommodation (even if this leads to operational savings). Loss of local presence, affecting both local communities and the ward members who represent them. Impact on new sites of relocating large numbers of council staff there. Key Lessons Learnt Need to involve communications from the start, to be clear around identifying stakeholders and if you are going to consult, to present credible options and not simply to post-rationalise existing decisions.
Client London Borough of LambethCost / Resources Dedicated team of 5 Duration 12 monthsKey Stakeholders Chief Exec Derrick Anderson, Executive Directors, MembersScope Implementation of the new customer service strategyAffectedServices Housing, Housing Benefits, Parking, Customer ServicesWhat Was Decommissioned Parking Shops, Housing Benefits Front Office, Area Housing Office, Traditional CashiersBrief Description of Changes A number of existing services operating to different models in different locations serving overlapping but distinct customer groupsWidespread customer dissatisfaction and high cost of service delivery but strong familiarity with existing setupsConcerns around mixing the different customer groups, and the ability to handle volumes with a much leaner integrated front officeA history of initiatives that failed to meet either stated objectives or financial targetsCreated new structure, worked in parallel with HR to implement new organisation and Finance to capture the costs and savingsLinked to the accommodation strategy to ensure disposal of buildings Key Challenges Securing a mandate for change, understanding customer needs, capturing savings, overcoming silos, making staff feel part of a new improved environment Key Lessons Learnt An evidence base to guide the design of new services and support the need for change, effective political and managerial engagement, and joint working across different council functions to a shared business case
We are looking for local government sites as strategic leaders All local authorities will be going through similar processes, but we believe there is a degree of time dependency around this We are operating through a pre-negotiated national framework to support change in public sector organisations We are interested in discounting further in order to demonstrate the benefits and the approach So an initial Define phase might be around 4 to 6 weeks and £8k to £10k to establish the model and the baseline for intelligently decommissioning within a service area Does the issues and the approach chime with your experience? And if there was one area within your organisation you would want to start with, where would it be?