penny osborne – assistant director for business intelligence and strategic commissioning,...
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Penny Osborne – Assistant Director for Business Intelligence and Strategic Commissioning, Northamptonshire County Council
What is breeze-e
An initiative led by a consortium of private and public sector partners....
Market leading e-commerce platform provider.Working with NHS Shared Business Services /Lead provider of NHS Personal Health Budgets.Visa partner
Provider of social careLead partner for integrated health and social care through “Healthier Northamptonshire”
Market leading customer, employee & supplier engagement provider.UK’s largest network of registered Child Carers.Market leading provider of digital, customer loyalty and insights programmes for clients such as BMW, O2, Whitbread and Barclays
• Increasing demand for services; and
• Drive for personalisation from:–Central government policy
and–Consumer expectation
Demand
Birth of Breeze-e – context:
• Personalisation complex to implement; • Imperfect market:
– Market under-developed and immature.– Market cherry picking, eg equity release schemes.– Vested interests - maintenance of outdated/redundant
business models, eg block contracts.– Concerns about consistency quality and performance.– Areas of potential lack of supply– Lack of good information about the market
Supply
Birth of Breeze-e – context:
Care Act requirements
• Particular focus on carers and self funders
• Cap on care costs and care account
• Assessment and eligibility requirements • Market shaping role
– Costly for all parties.– Inherently adversarial – Cultural misalignment – private sector profit vs social benefits.– Tend to mitigate against risk taking.– Relies upon “client” being able to specify.– Inflexible – not good at responding to changing needs.– Can encourage wrong behaviours – target driven, claims driven.– Problems of retendering – drop off in service quality & performance as contract come to
an end.– Little space for enterprise, innovation ( change often expected on contractor side but
not on client side)– Artificial OJEU procurement thresholds.– Traditional procurement against a background of declining public sector resources –
tends to encourage the market to move towards large “one-size-fits-all” monolithic inflexible shared service centres – which then needs to be “fed”.
Procurement issues
More influence and control inreturn for capital/revenue investmentOpportunity to access and participate(OMB, SME, - large corporates)Release of expertise.Opportunity to grow businessOpportunity to optimise service deliveryOpportunity to innovate
SERVICE USERS
HEALTH/SOCIALPROFESSIONALS
TAXPAYER
SERVICE PROVIDERS
COMMUNITY & VOLUNTARY SUPPORT
Strategic oversightPreventative strategiesPlanned less reactiveUnmet needsTriageFocus on complex needsConcerned with qualityPerformance and goodoutcomes
EMPLOYEES
More choice, convenience,influence and control.Maximum, independenceMore better quality servicesat less cost.Added value servicesService reliability
AccountabilityBetter value for public subsidyShareholding
More engagementGreater stake holdingRelease career and earning potentialFreedom to innovate
Space for specialist supportCommunity engagementGreater stake holdingFreedom to innovateCSR deliverables
MUTUAL VALUES
What’s missing?
• Prepaid card pilot 2011/12 encountered problems and issues• Other authorities had some success with prepaid cards
in pushing forward personalisation• Encountered resistance from some staff and service
users plus process issues• And where to spend it?• What was missing was a marketplace• And what about self funders who have similar/identical
needs?• Went back to basics and looked at the market• ALL residents/ALL services
What we did next..
NCC CUSTOMER BASE = 700,000
CHILDREN YOUNG ADULTS ADULTS ELDERSV FRAIL ELDERS
SOCIAL CARECASE LOAD
SOCIAL CARECASE LOAD
SOCIAL CARECASE LOAD
SOCIAL CARECASE LOAD
SOCIAL CARECASE LOAD
20% NCC/Health
personal budget
80%Self- funded personal budget
NCC ASC/Health assessment
DirectPayment
PartManaged
NCC/Health Managed Business Data
Prevention programmesCare OutcomesMarket gap analysis
Customers spend inside the market
Prepaid Card &MobilePersonalCustomers spend outside
market
Education & Training
Sport Leisure & Ent.
RetailSocial Care
SupportHealth Care
SupportTransportSupport
HousingSupport
RespiteSupport
FEESSCHOOL MEALSEQUIPMENTEXPENSES
SHOPPING PURCHASESTOP-UPSADJUSTMENTS
PURCHASESTOP-UPSADJUSTMENTS
FARESHIRESCAR-PARKING
RENTSERVICE CHARGESCARE-LINES
PURCHASEEXPENSES
FinancialServices
INVESTMENTSAVINGCUINSURANCES
CARERNETWORKS
CARERSPA’sCHILD CAREFOSTERING
FEESMEMBERSHIPBOOKINGS
E-MARKETPLACE
LOCALITY HUBS
1 2 3 4 5 6 7
FACE TO FACEFRE ADVICESUPPORTPAID FOR SERVICES
NCC CUSTOMER BASE = 700,000
CHILDREN YOUNG ADULTS ADULTS ELDERSV FRAIL ELDERS
SOCIAL CARECASE LOAD
SOCIAL CARECASE LOAD
SOCIAL CARECASE LOAD
SOCIAL CARECASE LOAD
SOCIAL CARECASE LOAD
20% NCC/Health
personal budget
80%Self- funded personal budget
NCC ASC/Health assessment
DirectPayment
PartManaged
NCC/Health Managed
Social CareSupport
Health CareSupport
RespiteSupport
PURCHASEEXPENSES
CARERNETWORKS
CARERSPA’sCHILD CAREFOSTERING
FACE TO FACEFRE ADVICESUPPORTPAID FOR SERVICES
DIRECTORY
VALUE LOSTDATA LOST
BUREAUCRATICLIMITED CHOICEINCONVENIENT
• Informed consumers• Informed suppliers• Shop• Means of payment• Improved data gathering• Ability to target customers intelligently to provide advice,
choice of services, and deliver targeted messages
To make a market:
July 2013
• Salon in London via New Local Government Network• Invited large cross section of potentially interested
parties: Microsoft, Capita, Serco, E&Y…• Led to EU compliant tender for consortium partners
to establish an e marketplace and associated transaction capability
• Aimed at ALL of Northamptonshire’s 700,000 residents initially….
• Consortium now in place and full portal soon to launch
Contacts
Penny Osborne, Assistant Director for Business Intelligence and Strategic Commissioninge-mail: [email protected]: 01604 366775Mobile: 07974 095 633
Russell Darling Global Solutions Director – Government and Shared Servicese-mail: [email protected]: 0118 963 7000Mobile: 07824140637
Lance Cannon Business Partnerships – Northamptonshire County Councile-mail: [email protected]: 01604 365207Mobile: 07870432098