Managing change – the Bristol Applied Programme 1

©RedQuadrant 2016 Sarah Johnston 0770 10149836 sarah.johnston@redquadrant.com

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Hats

Hats are important!

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The plan

• Programme of support and challenge for Service Managers• Introduce and embed new skills, tools and techniques• Tackle complex challenges and work in a different way – The Bristol Way• Do things better and do better things (plumbing and poetry)• Enable Service Managers to step up• Deliver savings and continual improvement• Do an alpha and a beta and then get on with it……• Whole organisation would be behind it

So, so exciting – real buzz!!

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Early approach

• Co-design and deliver programme • Learning is in the work and should have immediate impact• Quality assured• Value for money• Great mix of learning materials• Pre determined cohorts with savings targets attached• Contracting conversations, sponsorship, etc• Personal and generic elements• Carrot and stick• Show don’t tell• Systems Thinking, Demand Management, Agile, etc, etc

What could go wrong?

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The reality – roller coaster

• Operating conditions not aligned to ambition Over engineered the pipeline – roll out slow Complex admission criteria – long lead times Support element was over-controlled and difficult to plan for Competition between different directorates Governance structure cumbersome

• Led to a culture of ‘Haves’ and ‘Have Nots’• Sometimes even slowed existing change programmes down• Content was great • Service Managers immediately started to apply their learning –

‘Curly Journeys’• Every cohort had different expectations and needs

Don’t try too hard to get it perfect first time around

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Curly journeys

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Curly journeys

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Next Iteration

• Pace and focus• Type and scale of approach aligned with environment and context• Local, small, positive contributions• Empowering and resourcing• In business coaching• Pull on coaching• Teams doing it for themselves• Less control• Prototyping

Create real opportunities and support to kick start

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Benefits delivered (1)

• £11m savings from first four cohorts New functionality released on the website Joined-up approach to enforcement Redesign of Citizen Services Resource Allocation System – technical IT and behavioural change Improved Information, Advice and Guidance and supported on-line

self-assessment End-to-end redesign of internal support services

All cohorts: seeding continual improvement journeys.

Real champions for new ways of working created

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Benefits delivered (2)

• Embedding sustainable continual improvement within the organisation• Building capability across the council• Do it in lots of different ways at different levels• Clarity on commitment and expectations for everyone• Created centres of excellence• Delivers savings and allows the service to thrive• Culture change – ‘can do’ attitude!

The ripple effect – interest grew!

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What helped

• Constant feedback and iteration from participants, sponsors, etc• Staying close to the Senior Leadership Team• True partnership between Bristol City Council and RedQuadrant• Understanding the ‘politics’ and rivalries• Really working on internal relationships• Showing we could adapt – Benefits Realisation Boards, Hot-Housing• Tenacity• Not being precious about who gets the credit• Creating real champions• Real visible behaviour change

Show don’t tell!

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The plan

• Programme of support and challenge for Service Managers• Introduce and embed new skills, tools and techniques• Tackle complex challenges and work in a different way – The Bristol Way• Do things better and do better things• Enable Service Managers to step up• Deliver savings and continual improvement• Do an alpha and a beta and then get on with it… NEVER… yet!• Whole organisation would be behind it… EVENTUALLY

The journey continues…

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Thanks for listening!

Sarah Johnston077010 49836sarah.johnston@redquadrant.comwww.redquadrant.com

Sally Mitchell07766696920sally.mitchell@bristol.gov.uk