croydon - total place summit master class presentation
DESCRIPTION
The presentation used for the Total Place master class: What we’ve learnt about igniting passion and involving citizens in designTRANSCRIPT
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Child: Family: PlaceIgniting passion and involving citizens in co-production and service design
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Total Place – Croydon
• Co-led by Croydon Council and NHS Croydon, involving other LSP partners including VCS
• Improving children’s health and wellbeing, through focus on prevention, from conception to age 7
• As a concept Total Place is very embedded across the council and its partners e.g. older peoples services, offender management, domestic violence, potentially libraries, healthy living…
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Croydon’s specific activities
• Generating insights – We researched what works and why
– We listened to Croydon parents: powerful ethnographic insights, wide range of partners, families, parents and children
– We mapped current spend and activity across organisations
– We listened to frontline practitioners
– We followed the customer journey: case studies (in our publication) www.croydon.gov.uk/totalplace
– Barbara Herts, Total Place Director: [email protected]
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What we learnt: Igniting Passion
• Don’t assume a shared starting point exists
• Don’t underestimate the power of organisational identities and loyalties – service identity and not solutions
• A big organisation – keeping its feet on the ground
• Greater than sum of the parts, a powerful journey…..
• An interest in the citizen is common to us all
• Passion is released through emotional, empathetic connection with service users/non-users
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Deliberately choose new ways of working
• You don’t get this through working in the old ways• Creative spaces intentionally opened up to ignite
passion:
“The quality of what went into the design of the workshop clearly enhanced the quality of what was created during the workshop”
• Reflection
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ThePublicOffice
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Wy involve citizens in design of system?
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Listening directly to citizens
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• authentic
• family-centred
• arresting
• learning is about real lives, not about services
• remarkably honest and rich insights
• We are embedding these skills through training and practice: co-design and prototyping
• Importance of testing on the ground in the most imaginative way possible
• Learning and evaluation
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What does it feel like when innovation takes centre stage?
• New sense of disruption• New challenge to old orthodoxies, silos and
the things which make us feel secure• New language, new narrative• New demands on leadership – throughout the
system• New energy and excitement, and new
potential…
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It’s just the way we do things round here...
“Total Place has given us a different way to work together that we will use in the future beyond February 2010... We are now in a place where we can make significant differences to our services and to people’s lives. The opportunities are immense – we are learning to be different together” (Senior Leader, Croydon 2010)
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Discussion Questions
• How important is ‘igniting passion’ within the context of needing to make cuts – and make them fast ?
• In what way would I, my team, my organisation have to work differently if we were to commit to citizen involvement in service design?
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Discussion
• Resist defining the end product/model too soon
• Programme still needs to be disciplined• Strong neighbourhood mgt structure
locally• How much does difference matter• More success and excellence but also
more failure• Explicit and transparency conversations
is key
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Notes from the discussion
• Prototype will experience failure and success
• Safe and honest environment – regular reflective environment inc. CEO
• Develop learning capabilities as well as reflection – e.g. Resistance and fear of being exposed so you can use the learning usefully
• More organisational patience for deeper interventions – stick with it (not snorkelling) 16
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Discussion Notes
• Identify someone to hold the ring of uncertainty – both internal leaders as well as external facilitators
• How do we know whether we have succeeded or failed – we tend to measure against old models
• Its about working differently nor about service design
• How do we determine whether our financial investment is working
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Discussion notes
• How does it work when you are imposing obligations rather than providing a service
• We might invest in peer to peer investment rather than a service
• Facilitate the development of social networks
• Decommission and recommission – its not just about services
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