One Council Programme The Newcastle Under Lyme Borough Council
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Collaborative Design
Right from the start, wider
Leadership Teams came
together to consider what
lessons we wanted to capture
and what our FOM should
include.
Information was captured in a
number of ways…
•
Benchmarking
•
Performance
•
Qualitative
•
“Wouldn’t it be great if….”
The drivers for change
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Opportunity to respond to the
challenges & impact of C-19 -
do things differently
Major
programme
to deliver –
The
Council
Plan
Future Operating Model
(FOM)
Design principles for the Future Operating Model (FOM)
Pre-Launch Activity T- 6months!
Jul
Sep
Oct
Nov
Dec
Purpose
Activity
Outputs
High level opportunity
assessment
High FOM design and business
case for implementation
•
Benchmarking
•
Activity analysis
•
Maturity assessment against
benefit drivers
•
Historical/post c-19 learning
reviews with EMT and SLT
•
Case for change, design
principle development with
EMT
•
Review sessions with service
heads – initial assessment,
research, challenge session
with EMT
•
Development of FOM ‘big
ideas’ with EMT
•
Business case development
•
Implementation options
•
Case for change
•
Draft design principles
•
Initial opportunity
assessment
:
•
Commercial
•
Efficiency
•
Operating model
•
Strategic reduction
•
Long list of refined
opportunities (90+) agreed
with portfolio leads
•
Initial high level design for
FOM – the ‘big ideas’
•
Initial business case
•
Implementation approach
Jan
Transition to
implementation
Mobilise
Basic building blocks of the FOM
Community
Internal
Support
Strategy
Customer
Self serve and
empowerment
Rapid initial response &
signposting
Efficient transactions
Effective casework & use
of specialists for most
complex cases
Mobile & multi-functional
working
Connection into
community
Enables customer
delivery
Commissioning and
funding
Strategy, Performance &
Governance
Enabling & demand
management
Research and Data for
decision making
Self serve and
empowerment
Core activity elements of the FOM
Strategy and policy
Strategy
Initial customer contact – broad & deep, deal with most queries at
first point of contact
Transactional and rules based cases - script and processes require
definition
Specialists only to concentrate on complex case management
Mobile/multi function team working – enforcement, visible, multi-
skilled ambassadors
Community delivery units e.g. markets/town centre/community
safety
Programme management
Specialist advice and complex casework
Initial customer contact and transactional/ rules based cases
Performance and governance
Commercial delivery units e.g. Pest Control/MOTs/J2
Internal delivery units e.g. Assets/FM
Leadership
Customer &
Community
Internal
Support
Services
Self Serve
Business partnering
One Front Door
Mobile/ Multi
function teams
Commercial
delivery
Digital by default
The big ideas
Single strategic
brain
Adding value
Approach to implementation
New operating
model
Incremental
changes and
specific
improvements
Scrum Zero -
data discovery
Service Scrums (Design)
High volume/key
processes
Implementation
Service Scrums
(Design) -
remainder
Implementation Scrums –
as per backlog
Big operating
model
building
blocks
IAG and
website
One Front
Door
Strategic
brain etc
Mobile/
multi-
functional
Leadership
and
management
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Decisions can be made as
we go about whether
benefits can be realised,
and design can be
delivered in an agile,
service-by-service way, or
by bigger single changes
But the approach to this
will have an impact on
benefits delivery and
realisation…
Internal
Support
Discovery – service based/customer focused
Baseline and Data
Management
•
Data Discovery
•
Where do we want to be – what is the art of
the possible?
•
What does success look like?
•
What did we achieve?
•
Take / reinvest the savings
Can be units of time, contract spend, reduced
demand, removal of duplication
MISSION (developed in focus groups):
We meet the needs of our communities by empowering and enabling our
people to deliver on shared goals
VALUES (developed in focus groups):
Empowering and enabling our staff
Performing Well and Getting things Done
Working Together
BEHAVIOURS (developed through staff survey):
Positive and Negative indicators (what we will and won’t do)
“Culture Eats Strategy for
Breakfast”
Peter Drucker
Agile Methodology
Outcomes
•
Customer Hub dealing with a wider and deeper
variety of customer transactions
•
24% reduction in incoming phone calls (2022-23)
(1627 hours worth of calls)
•
28% increase in sign ups to our citizens account
•
Neighbourhood Delivery Team - growing in
capacity
•
6% reduction in overall budget (savings of £1m
recurring)
•
Cultural Development and annual improvement in
staff survey outcomes
•
Ownership and Buy in
The Newcastle Under Lyme Borough Council embarks on a transformative journey with the One Council Programme, focusing on collaborative design, driving change, and establishing design principles for their Future Operating Model (FOM). Pre-launch activities include high-level assessments, benchmarking, and business case development. The key elements of the FOM include self-service empowerment, efficient transactions, and community connections. This initiative aims to address financial uncertainties, respond to challenges post-COVID-19, and enhance strategic outcomes through proactive management and digital delivery.
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Presentation Transcript
One Council Programme Newcastle Under Lyme Borough Council
Collaborative Design Right from the start, wider Leadership Teams came together to consider what lessons we wanted to capture and what our FOM should include. Information was captured in a number of ways Benchmarking Performance Qualitative Wouldn t it be great if .
The drivers for change Financial uncertainty need to bridge the 21/22 gap and create headroom for future years - 1m+ problem to solve more if elements of Council Plan are unfunded? Major programme to deliver The Council Plan Opportunity to respond to the challenges & impact of C-19 - do things differently Future Operating Model (FOM)
Design principles for the Future Operating Model (FOM) Establish line of site to strategic outcomes Delivery in Partnership Proactively Manage Demand Efficient and Effective Ways of Working Digital Delivery Customer Focussed Empowering People
Pre-Launch Activity T- 6months! Jan Jul Sep Oct Nov Dec Purpose High level opportunity assessment High FOM design and business case for implementation Activity Benchmarking Activity analysis Maturity assessment against benefit drivers Historical/post c-19 learning reviews with EMT and SLT Case for change, design principle development with EMT Review sessions with service heads initial assessment, research, challenge session with EMT Development of FOM big ideas with EMT Business case development Implementation options Transition to implementation Mobilise Long list of refined opportunities (90+) agreed with portfolio leads Initial high level design for FOM the big ideas Initial business case Implementation approach Case for change Draft design principles Initial opportunity assessment: Commercial Efficiency Operating model Strategic reduction Outputs
Basic building blocks of the FOM Self serve and empowerment Rapid initial response & signposting Enables customer delivery Efficient transactions Self serve and empowerment Effective casework & use of specialists for most complex cases Internal Support Customer Mobile & multi-functional working Strategy Commissioning and funding Community Connection into community Research and Data for decision making Strategy, Performance & Governance Enabling & demand management
Core activity elements of the FOM The big ideas Leadership Single strategic brain Strategy and policy Strategy Performance and governance Programme management Initial customer contact broad & deep, deal with most queries at first point of contact Transactional and rules based cases - script and processes require definition Mobile/multi function team working enforcement, visible, multi- skilled ambassadors Digital by default One Front Door Customer & Community Mobile/ Multi function teams Specialists only to concentrate on complex case management Community delivery units e.g. markets/town centre/community safety Commercial delivery Commercial delivery units e.g. Pest Control/MOTs/J2 Self Serve Initial customer contact and transactional/ rules based cases Internal Support Services Adding value Specialist advice and complex casework Business partnering Internal delivery units e.g. Assets/FM
Approach to implementation Thematic focus for the FOM; starts with the high level design and then takes what is coming as requirements from below and tests and iterates ideas and designs. Also takes top-down systematic approach to considering and implementing operating model change Big operating model building blocks Leadership and management Mobile/ multi- functional IAG and website One Front Door Internal Support Strategic brain etc Decisions can be made as we go about whether benefits can be realised, and design can be delivered in an agile, service-by-service way, or by bigger single changes New operating model But the approach to this will have an impact on benefits delivery and realisation Implementation Discovery service based/customer focused Incremental changes and specific improvements Service Scrums (Design) High volume/key processes Service Scrums (Design) - remainder Scrum Zero - data discovery Implementation Scrums as per backlog Agile and iterative delivery scrum approach (incl. customer journeys): keeps momentum; builds operating model from the bottom up; will enable movement towards a target operating model
Baseline and Data Management Data Discovery Where do we want to be what is the art of the possible? What does success look like? What did we achieve? Take / reinvest the savings Can be units of time, contract spend, reduced demand, removal of duplication
Culture Eats Strategy for Breakfast Peter Drucker MISSION (developed in focus groups): We meet the needs of our communities by empowering and enabling our people to deliver on shared goals VALUES (developed in focus groups): Empowering and enabling our staff Performing Well and Getting things Done Working Together BEHAVIOURS (developed through staff survey): Positive and Negative indicators (what we will and won t do)
Outcomes Customer Hub dealing with a wider and deeper variety of customer transactions 24% reduction in incoming phone calls (2022-23) (1627 hours worth of calls) 28% increase in sign ups to our citizens account Neighbourhood Delivery Team - growing in capacity 6% reduction in overall budget (savings of 1m recurring) Cultural Development and annual improvement in staff survey outcomes Ownership and Buy in
