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Designing on the inside | Snook and Cork County Council


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Slide presentation by Snook and Cork County Council that was presented at the Service Design in Government Conference in Edinburgh, March 9th, 2018.

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Designing on the inside | Snook and Cork County Council

  1. 1. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook Designing on the inside Charley Pothecary from Snook Karen Fitzgerald from Cork County Council
  2. 2. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook What are we going to talk about today? ● Embedding design ● Case Study: Cork County Council ● Examples of how we embed design ● Things we have learned
  3. 3. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook Hands up who thinks they are a designer?
  4. 4. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook Everyone can be a designer.
  5. 5. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook We are an award-winning design agency based in Glasgow & London, helping organisations produce great services by putting people first
  6. 6. Cork: User-centered council@ainsleyalan @rufflemuffin @wearesnoo k@servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  7. 7. ‘Give a man a fish and he will eat for a day. Teach him to fish and he will never go hungry.’ @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  8. 8. Ireland’s First Public Sector Service Innovation Centre Cork County Council @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  9. 9. Centre for Service Innovation URL of CSI | @twitterhandle or name
  10. 10. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  11. 11. “The senior team at Cork County Council wanted to improve customer and staff outcomes county-wide and set up a centre to use and showcase service design approaches. With a council in the process of ‘going digital’ we saw an opportunity to ensure services were led by user needs.” James Fogarty, Deputy Chief Executive @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  12. 12. Building a user-centered council for citizens and staff @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  13. 13. 3 days a week Service RePublic team Develop their design capability @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  14. 14. Learning through doing @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  15. 15. 6 Week Micro project ● Build confidence ● Break down barriers ● Work and learn on a live project quickly 8 Week Macro project ● Cement knowledge ● Team take on more of a lead role ● Work across varying departments Using micro and macro projects to build confidence and break down barriers @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  16. 16. What makes a good project? Feasibility Is it technically, operationally and financially feasible? Measurable impact Can we achieve easy to measure impact in a short period? Capability building Will this support the building of design capabilities and skills? Good news Will it be a good news story to win hearts and minds in the council? Building a movement Will it build momentum and bring others on board across other departments? Political persuasion Does it fit a political stream of work we can attach it to? User experience Does it make an obvious improvement to the user experience? @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  17. 17. Housing Representations @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  18. 18. 250 Reps a month 15 minutes to process each one 5 Hours to process the reps daily 3 Day acknowledgement KPI with a 10 day response time wasn’t being met The situation was …. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  19. 19. Stakeholder and journey mapping Session User Research and Interviews Persona Development and user need Blueprinting user stories High level prototyping of the service Co-designing detail of the form and service Usability testing and research Review Meetings Discovery Alpha @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  20. 20. Discovery Workshop @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  21. 21. Customers meet directly with Public Rep or with staff in their office Liaise with reps 1:1, over phone/email to offer advice and answer and questions Email confirmation 15 mins per application Scanning paperwork System very slow. Checks info available Norma emails user to advise query is waiting for them to answer. Chases user to answer. Further information sought through Norma or system updated Not everyone updates system Councillor gets acknowledged for work done Norma checks data on CCS and ihouse Email, Post, Face to Face Clinics/Office Phone Email Post Face to Face Telephone Email Face to Face Email Post CCS System Scanning documentation CCS System Internal Post Email Excel Spreadsheets iHouse Phone Email Email Post Clinics/Office Phone Email Post Face to Face STAGESTORYBORADFEELINGTOUCHPOINTINTERACTION Local Rep meets Constituent Local Rep Contacts CCC Norma confirm receipt Norma inputs data into System CCC forwards query to relevant department Dept answers query, looks for further information & updates system Dept advises Norma of updates CCC advises local rep of updates Local Rep contacts constituent @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  22. 22. It seemed really rather complicated... @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  23. 23. We had to compromise For this project we couldn’t speak to the citizen to see why they were engaging the elected members on their behalf. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  24. 24. This is not the first time this has happened Councils can be scared You have to prove the importance @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  25. 25. Research: User interviews Shadowing Staff Observation We interviewed users - local and national elected members and analysed how staff ran the service and the existing data we had collected @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  26. 26. “It is time consuming to document, scan and upload an original correspondence onto the CCS system. It takes approx. 15 mins. This excludes the time involved chasing staff for answers, sending confirmation and other correspondences” - Norma, Housing Department @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  27. 27. Lack of clarity on what information is needed and useful in order to submit a representation Elected representatives send in everything they think is relevant. Lack of clarity around what is and is not required to process a representation. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  28. 28. TD’s (which is the Government elected member) make a higher amount of representations than local councillors Councillors (Local Elected Members) can ‘shine a light’ on individual cases of citizens @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  29. 29. The service re-design @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  30. 30. Moving from a lift and shift attitude. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  31. 31. Learning Lunches build capacity and confidence @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  32. 32. Great engagement from elected members and staff Ran prototyping workshops to design what information is needed Breaking down the content Co-designing the needs across different users @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  33. 33. The key improvements Standardised data collection Further supported elected members Developed a workflow for staff @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  34. 34. Language was important Senior management recognised how important the language was when we walked through the service visually in the co-design workshop @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  35. 35. Prototyping straight into live Prototyping on our customer experience platform allowed us to tweak continuously and go live immediately @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  36. 36. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  37. 37. Usability Testing: Testing our design with elected members Usability testing on the (Firmstep platform) allowed us to quickly test our designs and find out what worked and what didn’t before going live @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  38. 38. What are the outcomes @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  39. 39. Processing Reps The processing of documents by housing policy reduced from 15 minutes to less than 2 minutes per rep. 86%Decrease in time spent processing @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  40. 40. Instant Response The reps are getting instant acknowledgements – they were previously waiting weeks despite having a KPI of 3 days. Nearly 75% of responses can be answered straightaway once they’re in the system. 100%Decrease in time spent waiting for acknowledgement @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  41. 41. “Getting an immediate response for us and our constituents is a huge improvement … Well done!” Sean Sherlock’s Office, Elected Member of Government @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  42. 42. Data Dashboard A Dashboard is now always available which saves ½ day a month (6 days a year) in preparing a report for the Development Committee ½Day a month saving in preparing data @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  43. 43. €1Saving on every acknowledgement and response Cost savings in postage There is a cost saving in postage of €1 per acknowledgment and response. This is a saving duplicated for the council and the elected members. We think this is roughly €12,000 a year in savings for the council and elected members. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  44. 44. Cost savings in staff We’ve cleared the backlog so much that the staff member we had been working with has been freed up to work on other projects and initiatives two days a week. 2Days a week for staff member now free @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  45. 45. How do we know this? @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  46. 46. We’re now collecting and analysing data on what works We can follow transactions by service users to continuously tweak our services and we are in control. Data is our new material. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  47. 47. We’re creating the business case to feed upstream We’re analysing our performance against Government Digital Standards (GDS), and producing reports contrasting service performance and maintenance possibility pre and post design. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  48. 48. The real value of the service emerged through this work Elected members are service co-producers in supporting some of the most vulnerable and marginalised people in our communities. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  49. 49. Winning hearts, minds and changing culture Our short intervention created an appetite for more Service Design. The team are now looking at repairs, enquiries and grants. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  50. 50. This service has helped to create design patterns for future services The team are looking to use these patterns for Roads and Municipal services. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  51. 51. What have we learnt about embedding service design in organisations and government? @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  52. 52. Homes in Development We worked with Thames Valley Housing Association to understand future resident needs from services when living in a high-density environment and to build in-house service design capabilities. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  53. 53. Improving the experience of landlord and tenants in the Private Rented Sector Enabling the Cabinet office to quickly prototype and test concepts E @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  54. 54. Think Forward This project focused on helping ThinkForward to design a new programme that focuses on providing further educational support for young people people with Special Educational Needs (SEN) aged 13-18. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  55. 55. Internal Service Design teams Working with Tesco on a suite of projects to show potential of Service Design and build internal user-centred products. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  56. 56. The value of using live projects to learn This highlights the actual reality of scoping, designing and delivering a live service. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  57. 57. Finding the right people If Senior Management put people onto projects, they have to be the ‘right’ people for the job. Find the people who really want to make change happen. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  58. 58. Allow the time and space to learn Ensuring that the team have the space and time to learn as they go. Setting out capacity needs at the start. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  59. 59. The projects need to land We need ownership through service managers or product owners to ‘own’ the service. Find who these owners are. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  60. 60. Support from throughout the organisation You need senior level buy-in but nurture a grassroots agenda to grow the movement. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  61. 61. Use projects to inform the strategy It is important for the team to have an idea of where they are heading. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  62. 62. Speak the right language Speak in the terms and use the systems that people feel comfortable with. Don’t complicate it, keep it simple. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  63. 63. This is only 1 of 600 services, and a snapshot of what Service Republic will do. The reality of delivering services in local government is tough but this start has been transformational for Snook and Cork County Council. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  64. 64. Where now? Wider strategy for embedding design Taking a holistic approach to developing the capability inside the organisation. @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  65. 65. Questions? @servicerepublic @kmackfitzgerald @charleypoth @wearesnook
  66. 66. Thanks! @servicerepublic @wearesnookTo here more from this have a read of our blog ‘You create it. We facilitate it. Let us explain…’ at @servicerepublic @kmackfitzgerald @charleypoth @wearesnook