6.2 planning reform architecture & design scotland

Supporting Planning Reform: Six Agencies Get Together

Public Service Improvement ConferenceSECC, Glasgow

24th November 2011

Background

• 4 NDPBs and 2 Executive Agencies• Common thread: planning• Distinct but related roles• Some joint working

The Key Agencies Group

Context for change

Planning Reform• 2006 Act• Support for sustainable economic

growth• Everyone playing their part

The Key Agencies Group

Challenges

• Culture• Reputation• Outputs Outcomes

The Key Agencies Group

Response

• Get together• Identify common themes• Open dialogue with customers• Share practice and innovations

The Key Agencies Group

What we learned

• We had a lot to learn!• Processes change quickly, practice

takes longer• Customer focus was under played• We were all doing great things

somewhere

The Key Agencies Group

Actions

• Customer based service improvement– Know your customer– More customer facing– Early engagement– Proportionate advice– Clearer service

standards– Service improvement

plans

• Building skills and capacity– One stop info shop– New shared web-site– Shared commitments– Free training events– New approach to

guidance

The Key Agencies Group

What worked

• Listening to customers• Sharing problems & solutions• Common approach to business• Working together, working apart

The Key Agencies Group

New Challenges

• Expectations• Driving culture change• Effective communication• Securing wider partnerships• Resources: people, time and money

The Key Agencies Group

How we worked

• Awareness of challenge• Recognition of common issues• Collaboration to design change• Clear articulation of change• Mandate to implement change• Commitment to deliver change

The Key Agencies Group

Key Messages

• Leadership is essential

The Key Agencies Group

Key Messages

• Leadership is essential• Service improvement is easy if you

work hard enough at it

The Key Agencies Group

Key Messages

• Leadership is essential• Service improvement is easy if you

work hard enough at it• Partnerships are an outcome

The Key Agencies Group

Key Messages

• Leadership is essential• Service improvement is easy if you

work hard enough• Partnerships are an outcome• Communication is vital

The Key Agencies Group

Key Messages

• Leadership is essential• Service improvement is easy if you

work hard enough• Partnerships are an outcome• Communication is vital• Our work is never done!

The Key Agencies Group