Benjamin Taylor presentation

1. Managing Change: reform for productivity 1© Public Service Transformation Academy 020 3771 2608 www.publicservicetransformation.org slide 1
Reform and Change
for the Better
The Public Service
Transformation
Academy
Managing Change –
transformation for
productive public
service

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Introducing myself
www.linkedin.com/in/antlerboy
@antlerboy

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Purpose – goals
To make the world a better place, we help people to transform the way their
services, organisations, and leadership are experienced
We:
• help the public sector transform itself to be a beacon of excellence
• work on ourselves to change consultancy forever
• help people to save money and improve their business
by giving them the skills to work on the business for themselves
Big, hairy, audacious goals:
Consultancy how it should be done
Transform the public sector
• People able to make better choices about the
public services that help them to achieve their
goals in life
• Public service a cross-industry exemplar –
provide the benchmark (our public sector
clients are featured as Harvard Business Review
case studies for all sectors to learn from)
Transform consulting
• No more complicated than it needs to be
• Network consulting
• Authenticity, value-adding, humanistic,
non-manipulative
• Focused on positive experience of
services, organisations, and leadership
To change
consulting
To change
public service
delivery

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To help public sector organisations to
successfully transform
A partner: navigating change, providing focus and building capability
transformation
interims

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FIRST, QUESTION THE SCOPE

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• ‘Reform?’ Not policy changes, delivery
• ‘The Better?’ Better outcomes from individuals to nationally
• ‘Transformation?’ Hackneyed word – evolution
• ‘Managing Change?’ Misguided concept; leading change
• ‘Productive?’ Outcomes not churn
• ‘Public service?’ Outcomes not service – preferably non-existent
Always question the scope
• ‘Reform?’
• ‘The Better?’
• ‘Transformation?’
• ‘Managing Change?’
• ‘Productive?’
• ‘Public service?’
An approach we’re calling ‘commissioning’ offers something different’

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WHAT’S COMMISSIONING THEN?

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Models
NHS Commissioning Cycle
D o
R e v i e w
P l a n
Need and
demand
Desired
outcomes
Current
services
Current
market
Effective Commissioning in Health and
Social Care – Richard Field and Judy Oliver
HM Government, 2006
Norwich City Council
Lancashire County Council

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Developments in commissioning
Beyond Big Contracts – Institute For Government

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Whole system – partners and suppliers
'Commissioning is deciding how to use the total resource
available in order to improve citizens’ outcomes in the most
efficient, effective and sustainable way'
Inputs
 Finance
 Capital
 Workforce
 Markets
 Citizens
 Communities
Outcomes
 Community and
place outcomes
 Citizen outcomes
and experience
Commissioning is
the most efficient,
effective and
sustainable route
Model from Richard Selwyn – download
‘Outcomes and Efficiency’ free at http://goo.gl/r12UeL

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MOVING TO AN OUTCOMES AND
SYSTEMS APPROACH
The future of commissioning and public service transformation

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In the end, it’s all about
• Organisational thinking (culture)
• Demand thinking (service delivery)
• Change thinking (leadership capability and change capability)
• System view
• Learning
There are ways to think about these things, but there are no solutions
Purpose – need – demand Organisation
Adaption
Leadership
for change

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System transformation for service redesign (RedQuadrant)

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PURPOSE – NEED – DEMAND
(SERVICE DELIVERY)

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What is a service?
• A service co-creates value with and for the customer
• Our mission is to reduce the effort, time, cost, steps, process…
FROM customer need
TO positive outcome

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demand
control
needs
purpose
We’re all worried about demand. Seeking to control, or ‘manage’, demand is usually a dead-end
street. Looking at the needs which drive demand, and the purpose that people have in their lives,
are productive ways to proceed. You have to give up control for more power.
Working at the level of demand is just processing. There’s some satisfaction, but not much.
Meeting needs is more satisfying, but has the shadow side of co-dependency.
Enabling people to meet their purpose can be deeply fulfilling, and is the work of public services.

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Find the work
Find the joy

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You never understand
an organisation until
you start to try to
change it

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LEARN
Remember: no learning without planning

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Transformational learning
From Argyris

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WHAT THE FUTURE HOLDS!

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Whole system
Outcomes (pass the bus-stop test)
People-centred (therefore not…)
(Demand reduction and service
design follow)
Real measures
(that pass the bus-stop test)

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Wider offers
• Agile and lean approaches
• Appropriate use of evidence and data analytics
• Capacity building for public service transformation
• Citizen-led service design for digital and channel migration
• Devolution – implications and making it work
• Effective measurement and evaluation, including cost/benefit analysis
• Navigating complex change
• Practical training in operational basics of commissioning delivery
• Social enterprise and social value models
• Social investment and other topics in greater depth and application
• System leadership and collaborative leadership
• Use of business intelligence and data sharing across organisations
…and other central and local priorities

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How to stop things turning out sh*t
• Accept you don’t have all the answers
• To get more power, give up control
• To deal with complexity: collaborate; enlist discretionary effort; be honest
• Listen out loud, ask good questions, co-design, start from strengths
• Hierarchy, accountability, limits, plan

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PS Don’t call it x
PPS Cheat!! Put the capacity to
support purpose in the hands of
the citizen

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We welcome follow-up and conversation!
Benjamin P. Taylor
Chief Executive, Public Service Transformation Academy
& Managing Partner, RedQuadrant
+44 (0)7931317230
benjamin.taylor@redquadrant.com
www.publicservicetransformation.org
news announcement
https://www.gov.uk/government/news/cabinet-office-commissioning-
academy-relaunched-by-social-enterprise
apply at
http://publicservicetransformation.org/commissioning-academy/apply

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http://publicservicetransformation.org/resources/commissioning/better-commissioning-public-services
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