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Supporting Planning Reform: Six Agencies Get Together
Public Service Improvement ConferenceSECC, Glasgow
24th November 2011
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Background
• 4 NDPBs and 2 Executive Agencies• Common thread: planning• Distinct but related roles• Some joint working
The Key Agencies Group
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Context for change
Planning Reform• 2006 Act• Support for sustainable economic
growth• Everyone playing their part
The Key Agencies Group
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Challenges
• Culture• Reputation• Outputs Outcomes
The Key Agencies Group
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Response
• Get together• Identify common themes• Open dialogue with customers• Share practice and innovations
The Key Agencies Group
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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
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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
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What worked
• Listening to customers• Sharing problems & solutions• Common approach to business• Working together, working apart
The Key Agencies Group
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New Challenges
• Expectations• Driving culture change• Effective communication• Securing wider partnerships• Resources: people, time and money
The Key Agencies Group
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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
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Key Messages
• Leadership is essential
The Key Agencies Group
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Key Messages
• Leadership is essential• Service improvement is easy if you
work hard enough at it
The Key Agencies Group
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Key Messages
• Leadership is essential• Service improvement is easy if you
work hard enough at it• Partnerships are an outcome
The Key Agencies Group
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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
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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
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