This document introduces a public service value chain model adapted from Porter's value chain. It is intended to provide a "whole-system" approach for redesigning public services. The model outlines both primary and support activities within a public service, from engaged workforce and service delivery, to citizen outcomes and feedback loops. The document recommends using this framework alongside strategic planning workshops to gain clarity of direction across stakeholders for service reviews.

1. For over 25 years we have worked with
over 30 UK Public Sector Authorities and
Corporate & Commercial Clients across
the World

2. PUBLIC SERVICE VALUE CHAIN
for
rapid ‘whole-system’ reviews

3. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
Since 2014 the UK Civil Service capabilities focus has been…

4. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
LEADING AND
MANAGING
CHANGE
HMG’S
FOCUS FOR
CAPABLITIES
Improving Change Management skills and outcomes…

5. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
LEADING AND
MANAGING
CHANGE
COMMERCIAL
SKILLS AND
BEHAVIOURS
HMG’S
FOCUS FOR
CAPABLITIES
Developing and applying commercial procurement skills…

6. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
LEADING AND
MANAGING
CHANGE
COMMERCIAL
SKILLS AND
BEHAVIOURS
SUCCESFUL
PROJECTS AND
PROGRAMS
HMG’S
FOCUS FOR
CAPABLITIES
Ensuring project and programs meet their goals…

7. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
LEADING AND
MANAGING
CHANGE
COMMERCIAL
SKILLS AND
BEHAVIOURS
REDESIGNING
SERVICES FOR
DIGITAL DELIVERY
SUCCESFUL
PROJECTS AND
PROGRAMS
HMG’S
FOCUS FOR
CAPABLITIES
Implementing a ‘Digital First’ approach to service reviews…

8. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
CHANGE?
HIGH LEVELS OF
ORGANISATIONAL AND
CULTURAL RESISTANCE.
POORCHANGEOUTCOMES
REALITIES
In 2016 the UK Local Government realities are…

9. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
CHANGE?
HIGH LEVELS OF
ORGANISATIONAL AND
CULTURAL RESISTANCE.
POORCHANGEOUTCOMES
COMMERCIAL?
INSUFFICIENT FUNDS,
HIGH CITIZEN DEMAND
INEFFECTIVE METHODS
UNSUSTAINABLE RISKS
REALITIES
Funding & Skills shortages that undermine Commercial negotiation

10. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
CHANGE?
HIGH LEVELS OF
ORGANISATIONAL AND
CULTURAL RESISTANCE.
POORCHANGEOUTCOMES
COMMERCIAL?
INSUFFICIENT FUNDS,
HIGH CITIZEN DEMAND
INEFFECTIVE METHODS
UNSUSTAINABLE RISKS
SUCCESSFULPROJECTS?
REDUNDANCY WAVE,
LOSS OF EXPERIENCED
MANAGERS &
PROCESS KNOWLEDGE
REALITIES
Project Success undermined by Knowledge Worker losses

11. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
CHANGE?
HIGH LEVELS OF
ORGANISATIONAL AND
CULTURAL RESISTANCE.
POORCHANGEOUTCOMES
COMMERCIAL?
INSUFFICIENT FUNDS,
HIGH CITIZEN DEMAND
INEFFECTIVE METHODS
UNSUSTAINABLE RISKS
DIGITISATION?
HAMPERED BY
LACK OF CLARITY,
DIGITAL SKILLS &
LEGACY SYSTEMS
SUCCESSFULPROJECTS?
REDUNDANCY WAVE,
LOSS OF EXPERIENCED
MANAGERS &
PROCESS KNOWLEDGE
REALITIES
‘Digital First’ hampered by legacy IT & GDS cuts

12. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
CHANGE?
HIGH LEVELS OF
ORGANISATIONAL AND
CULTURAL RESISTANCE.
POORCHANGEOUTCOMES
COMMERCIAL?
INSUFFICIENT FUNDS,
HIGH CITIZEN DEMAND
INEFFECTIVE METHODS
UNSUSTAINABLE RISKS
DIGITISATION?
HAMPERED BY
LACK OF CLARITY,
DIGITAL SKILLS &
LEGACY SYSTEMS
SUCCESSFULPROJECTS?
REDUNDANCY WAVE,
LOSS OF EXPERIENCED
MANAGERS &
PROCESS KNOWLEDGE
REALITIES
‘THINKING’ alone won’t address all of these challenges.

13. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
CHANGE?
HIGH LEVELS OF
ORGANISATIONAL AND
CULTURAL RESISTANCE.
POORCHANGEOUTCOMES
COMMERCIAL?
INSUFFICIENT FUNDS,
HIGH CITIZEN DEMAND
INEFFECTIVE METHODS
UNSUSTAINABLE RISKS
DIGITISATION?
HAMPERED BY
LACK OF CLARITY,
DIGITAL SKILLS &
LEGACY SYSTEMS
SUCCESSFULPROJECTS?
REDUNDANCY WAVE,
LOSS OF EXPERIENCED
MANAGERS &
PROCESS KNOWLEDGE
REALITIES
‘Agile’, ‘Lean’ & ‘Systems’ Thinking are divergent Problem
Perspectives. Not a unified Solution Approach

14. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
This needs a ‘whole-system’ approach to Public Service re-design…
• To create a consistent multi-level view
• From the Leader to the Clerical Assistant

15. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
This needs a ‘whole-system’ approach to Public Service re-design…
• To create a consistent multi-level view
• From the Leader to the Clerical Assistant
• To align Strategy across and within Service areas
• To create ‘economies of scope’ and best use of resources

16. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
This needs a ‘whole-system’ approach to Public Service re-design…
• To create a consistent multi-level view
• From the Leader to the Clerical Assistant
• To align Strategy across and within Service areas
• To create ‘economies of scope’ and best use of resources
• To identify potential savings & eliminate unnecessary work
• To create contingency and additional capacity

17. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
This needs a ‘whole-system’ approach to Public Service re-design…
• To create a consistent multi-level view
• From the Leader to the Clerical Assistant
• To align Strategy across and within Service areas
• To create ‘economies of scope’ and best use of resources
• To identify potential savings & eliminate unnecessary work
• To create contingency and additional capacity
• To stimulate innovation, responsiveness & customer focus
• So Services continuously improve & adapt to changing needs

18. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
Porter’s Value Chain:
Mainstay of resolving commercial adversity since 1995

19. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
Benefits
• Clear Customer Focus
• Clarifies Primary & Support
• Improves Innovation
• More Responsive
• Better Financial performance

20. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
But…can be challenging for use
in Public Service Reviews

21. So adapt the tool to suit the purpose…

22. SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
Teleios Public Service Value Chain

23. SUPPORT
ACTIVITIES
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
Uses identical structure to Porter

24. Support activities are the ’enablers’SUPPORT
ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY

25. Support Services & IT provide the enabling ‘mechanisms’
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
SUPPORT SERVICES AND TECHNOLOGIES
SUPPORT SERVICES AND TECHNOLOGIES
HUMAN RESOURCE MANAGEMENT
PROCUREMENT & CONTRACTING
DIGITAL TECHNOLOGY INFRASTRUCTURE

26. The Members & Exec Team control, guide & support…
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC & EXECUTIVE MANAGEMENT
SOCIAL POLITICAL POLICIES & OBJECTIVES
PLANS, BUDGETS, ALLOCATIONS & CONTROL
FINANCIAL & SECTION 151 ACCOUNTABILITY

27. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
PRIMARY activities are ’drivers’ of Citizen & Community outcomes…
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY

28. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
ENGAGED &
CAPABLE
WORKFORCE
It starts with an Engaged, Capable and Motivated Workforce…

29. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
ENGAGED &
CAPABLE
WORKFORCE
SERVICE
PROCESSES:
TO MEET
PLANS,
REGULATORY,
STAKEHOLDER&
SOCIAL
OBLIGATIONS
Processes that meet Legal, Social, Stakeholder AND Citizen obligations

30. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
ENGAGED &
CAPABLE
WORKFORCE
SERVICE
PROCESSES:
TO MEET
PLANS,
REGULATORY,
STAKEHOLDER&
SOCIAL
OBLIGATIONS
SERVICE
PROVISION:
SELF SERVICE,
DIRECT, or via
3RD PARTY?
Who is the best provider? Direct? Commercial? Shared? 3rd Sector?

31. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
ENGAGED &
CAPABLE
WORKFORCE
SERVICE
PROCESSES:
TO MEET
PLANS,
REGULATORY,
STAKEHOLDER&
SOCIAL
OBLIGATIONS
SERVICE
PROVISION:
SELF SERVICE,
DIRECT, or via
3RD PARTY?
DIGITISED
SERVICES
WITHOPTIMUM
MEANSOF
DELIVERY
Digital Services can be combined with best means of delivery…

32. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
CITIZEN
ENCOUNTERS
via
PAPER, PHONE,
FACE-TO-FACE,
E-MAIL, ON-LINE
SELF SERVE &
SOCIAL MEDIA
Citizen ‘encounters’ happen in many ways through many channels

33. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
CITIZEN
ENCOUNTERS
via
PAPER, PHONE,
FACE-TO-FACE,
E-MAIL, ON-LINE
SELF SERVE &
SOCIAL MEDIA
SERVICE
IMPLEMENTATION
and the
CUSTOMER
EXPERIENCE
Service Implementation requires a positive ‘Customer Experience’

34. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
CITIZEN
ENCOUNTERS
via
PAPER, PHONE,
FACE-TO-FACE,
E-MAIL, ON-LINE
SELF SERVE &
SOCIAL MEDIA
SERVICE
IMPLEMENTATION
and
CUSTOMER
EXPERIENCE CITIZEN
SATISFACTION
& JUDGEMENT
OUTCOMES
Today Citizens can ‘judge’ & ‘advocate’ services via Social Media…

35. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
CITIZEN
ENCOUNTERS
via
PAPER, PHONE,
FACE-TO-FACE,
E-MAIL, ON-LINE
SELF SERVE &
SOCIAL MEDIA
SERVICE
IMPLEMENTATION
and the
CUSTOMER
EXPERIENCE CITIZEN
SATISFACTION
& JUDGEMENT
OUTCOMES
Their feedback creates KPIs for Continuous Service Improvement…
K.P.I.s

36. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
CITIZEN
ENCOUNTERS
via
PAPER, PHONE,
FACE-TO-FACE,
E-MAIL, ON-LINE
SELF SERVE &
SOCIAL MEDIA
SERVICE
IMPLEMENTATION
and the
CUSTOMER
EXPERIENCE
REGULATORY,
STAKEHOLDER&
SOCIAL
OUTCOMES
Similarly Regulatory & Social outcomes inform Exec & Members…

37. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
CITIZEN
ENCOUNTERS
via
PAPER, PHONE,
FACE-TO-FACE,
E-MAIL, ON-LINE
SELF SERVE &
SOCIAL MEDIA
SERVICE
IMPLEMENTATION
and the
CUSTOMER
EXPERIENCE CITIZEN
SATISFACTION
& JUDGEMENT
OUTCOMES
REGULATORY,
STAKEHOLDER&
SOCIAL
OUTCOMES
Fast feedback is vital to improve both Citizen & Social Outcomes…
K.P.I.s

38. SUPPORT
ACTIVITIES
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
A ‘Whole System’ Value Chain for Public Service Reviews

39. SUPPORT
ACTIVITIES
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
How is this implemented in your organisation?

40. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
SUPPORT
ACTIVITIES
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
EACH SERVICE
VALUE CHAIN
HAS A CLEAR
FOCUS AND
BOUNDARIES
Initiate with a consistent ‘whole-system’ model for a Service

41. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
SUPPORT
ACTIVITIES
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
GAIN CLARITY
OF DIRECTION
WITH TELEIOS
STRATEGIC
PLANNING &
STAKEHOLDER
MAPPING
WORKSHOPS
Ensure Members, Exec and All Stakeholders are aligned…

42. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
SUPPORT
ACTIVITIES
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
SERVICE MODEL CANVAS
Create a Service Model Canvas to inspires ‘business’ thinking
RAPIDLY DEVELOPS
A COMMERCIAL
OPERATING MODEL
FOR EACH SERVICE

43. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
SUPPORT
ACTIVITIES
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
BALANCED
SCORECARD &
K P I s
ENSURE
CONTINUOUS
IMPROVEMENT
Develop Measures & Indicators that optimise the Service

44. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
SUPPORT
ACTIVITIES
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
Process Maps identify savings & optimise service performance
SERVICE PROCESS MAPPING
CLARIFIES PROCESSES,
DEPENDENCIES,
RESOURCES, I.T. NEEDS
AND SAVINGS

45. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
SUPPORT
ACTIVITIES
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
CX Mapping ensures Customers’ needs are met within budget
CUSTOMER EXPERIENCE MAPPING
ENSURES SERVICE
DELIVERY MEETS AND
DELIGHTS CUSTOMER
EXPECTATIONS

46. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
SUPPORT
ACTIVITIES
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
SMART
WORKING CAN
INCREASE
CAPACITY,
STAFF
RETENTION
AND REDUCE
OVERALL COSTS
Use Smart Working for business benefits, not just an I.T. issue

47. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
SUPPORT
ACTIVITIES
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
TELEIOS
LEADERSHIP
DEVELOPMENT
ENSURES JOINED-UP
THINKING & ROBUST
DECISION MAKING
Leadership knows how to actively lead & participate in Change…

48. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
SUPPORT
ACTIVITIES
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
HIGH PERFORMANCE
TEAMS
ESTABLISHING THE 7
STAGES OF TEAM
DEVELOPMENT THAT
LEAD TO COHESIVE
UNITS THAT CAN
MEET AND EXCEED
THE BIGGEST
CHALLENGES
H.P. Teamwork is consciously linked to strategic goals

49. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
SUPPORT
ACTIVITIES
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
The Teleios services can be internally embedded with H.R.
HUMAN RESOURCES
PLANNING AND
DEVELOPMENT
EMBEDDING
INTERNAL
CAPABILITIES AND
TOOLS

50. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
SUPPORT
ACTIVITIES
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
CHANGEABILITY
CHANGE
MANAGEMENT
BASED ON EXTENSIVE
GLOBAL RESEARCH
INTO THE CHANGE
PRACTICES THAT
ACTUALLY SUCCEED
CHANGEABILITY
CULTURE
MANAGEMENT
UNIQUE
DIAGNOSTICS TO
PROFILE AND
IMPROVE
ORGANISATIONAL
CULTURE
ChangeAbility- global Change benchmarking & unique Teleios resource

51. LOCAL GOVERNMENT
SERVICE VALUE CHAIN
©2016 by Ross Harling for Teleios Consulting Ltd.
SUPPORT
ACTIVITIES
PRIMARY ACTIVITIES
SERVICE
PERFORMANCE
AND SOCIAL
ACHIEVEMENT
SUPPORT SERVICES AND TECHNOLOGIES
DEMOCRATIC POLICIES, DIRECTION & ACCOUNTABLITY
EXECUTIVE STRATEGY, PLANS & OPERATIONAL CONTROL
CITIZEN
ENCOUNTERS
SERVICE
DELIVERY
SERVICE DRIVERS
AND PROVIDERS
RESOURCE
CAPACITY
HUMAN
RESOURCES
PLANNING &
DEVELOPMENT
SMART
WORKING
LEADERSHIP
DEVELOPMENT
HIGH
PERFORMANCE
TEAMS
CHANGEABILITY
CHANGE
MANAGEMENT
STRATEGIC
PLANNING &
STAKEHOLDER
MAPPING
SERVICE MODEL CANVAS SERVICE PROCESS MAPPING CUSTOMEREXPERIENCEMAPPING
BALANCED
SCORECARD &
K P I s
VALUE CHAIN
BY SERVICE
CHANGEABILITY
CULTURE
MANAGEMENT
Together Teleios can address all of your transformational needs

52. SERVICE MODEL CANVAS SERVICE PROCESS MAPPING CUSTOMEREXPERIENCEMAPPING

53. CLICK HERE TO E-MAIL ANY
QUESTIONS
ross.harling@teleiosconsulting
.com
CLICK HERE FOR OUR
WEBSITE
www.teleiosconsulting.com
CLICKHEREFOR:
CHANGEINTHEPUBLICSECTOR
ATELEIOSINTERACTIVEARTICLE
teleioscips.strikingly.com