how service user experience can improve strategic direction and services / sut all profiad...

How service user experience can improve strategic direction and services

Sut all profiad defnyddwyr gwasanaeth wella cyfeiriad strategol a gwasanaethau

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Website www.audit.wales/good-practiceTwitter @GoodPracticeWAO #WAOexperienceBlog goodpracticeexchange.wordpress.comVimeo vimeo.com/walesauditofficePinterest pinterest.com/goodpracticewaoEmail [email protected] storify.com/GoodPracticeWAO

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http://www.christinarobohm.com/

Alison WardChief Executive, Torfaen County Borough CouncilPrif Weithredwr, Cyngor Bwrdeistref Sirol Torfaen

Introductions

Cyflwyniadau

[email protected]

www.torfaen.gov.uk

[email protected]@allison_cwmtafwww.cwmtafuhb.wales.nhs.uk

Alison WilliamsChief Executive, Cwm Taf University Health Board Prif Weithredwr, Bwrdd Iechyd Prifysgol Cwm Taf

Introductions

Cyflwyniadau

David LloydTPAS (Tenant Participation Advisory Service) CymruTPAS (Gwasanaeth Ymgynghorol Cyfranogiad Tenantiaid) Cymru

[email protected]

@DavidTheLloyd

www.tpascymru.org.uk

Introductions

Cyflwyniadau

[email protected]@FranTargettwww.citizensadvice.org.uk/wales

Fran TargettChief Executive, Citizens Advice CymruPrief Weithredwr, Cyngor Ar Bopeth Cymru

Introductions

Cyflwyniadau

Does it matter what you call service users?

Oes ots beth rydych yn galw defnyddwyr gwasanaeth?




• Defining the relationship • It’s not simple - we deliver a range of services

from regulation to child protection

• Diffinio’r berthynas • Nid yw’n syml – rydym yn cyflwyno

amrywiaeth o wasanaethau, o reoleiddio i amddiffyn plant




• It's not what you call people but how you treat them

• Our customers can't choose to go elsewhere

• Y ffordd rydych yn trin pobl sy’n bwysig, nid beth rydych yn eu galw

• All ein cwsmeriaid ni ddim dewis mynd i rywle arall




• We’re working with a diverse range of people - it’s not a one size fits all approach

• Rydym yn gweithio gydag amrywiaeth eang o bobl - does yna ddim un dull sy'n cwrdd ag anghenion pawb

Point 2




• We should ask people how they want to be referred to

• Dylem ofyn i bobl sut maen nhw eisiau i ni gyfeirio atynt




• May need different names to reflect ‘service users’ who are at different stages of a service or to reflect legal relationships

• Efallai bydd angen enwau gwahanol ar ‘ddefnyddwyr gwasanaeth’ sydd ar gamau gwahanol o wasanaeth neu i adlewyrchu perthynas gyfreithiol




• Decide, explain it to staff and use it consistently

• Penderfynwch, esboniwch i staff a defnyddiwch o’n gyson




• What someone is called defines the power relationship and so care is essential

• Mae beth chi'n galw rhywun yn diffinio'r berthynas bŵer ac felly mae gofal yn hanfodol




• Services need to be clear, reflect people’s needs and engage with and respect them

• Rhaid i wasanaethau fod yn glir, adlewyrchu anghenion pobl, ymgysylltu â nhw a'u parchu

Questions?

Cwestiynau?

What are the strategic benefits of improved use of experience and engagement?

Beth yw'r manteision strategol o ddefnydd gwell o brofiad ac ymgysylltu?




• Working within financial constraints

• Gweithio o fewn cyfyngiadau ariannol


• "Failure demand" is expensive. It's only by listening to customers that we can get things right first time

• Mae “methiant galw” yn ddrud. Dim ond drwy wrando ar gwsmeriaid y gallwn ni gael pethau’n iawn y tro cyntaf



Point 1




• Re-designing services is an inevitability. People’s experiences are vital to help us understand how they access services and how we can target them

• Mae ail-gynllunio gwasanaethau’n anochel. Mae profiadau pobl yn hanfodol i'n helpu ni i ddeall sut maen nhw'n defnyddio gwasanaethau a sut allwn ni eu targedu

Point 2




• We’re dealing with complex issues. It can help us build a shared understanding of services

• Rydym yn delio gyda materion cymhleth. Gallai helpu ni i adeiladu dealltwriaeth ar y cyd o wasanaethau


• Effectiveness – Efficiency – Economic



• Effeithiolrwydd – Effeithlonrwydd – Darbodusrwydd


• Sustainable provision of essential front-line and preventative services



• Darpariaeth gynaliadwy o wasanaethau rheng flaen hanfodol a gwasanaethau ataliol




• Less likely to get it consistently wrong and waste effort and resources

• Llai tebygol o fod yn anghywir yn gyson ac i wastraffu adnoddau a gwastraff




• People are more likely to value and appreciate the services

• Mae pobl yn fwy tebygol o werthfawrogi'r gwasanaethau

Questions?

Cwestiynau?

What are the barriers to effective strategic use of engagement and experience and how do you overcome them?

Beth yw'r rhwystrau i ddefnydd strategol effeithiol o ymgysylltu a phrofiad a sut ydych chi'n eu goresgyn?




• The hard to reach are often those who are the heaviest users of our services.

• Yn aml, y rhai anoddaf i’w cyrraedd yw’r rhai sy’n defnyddio gwasanaethau fwyaf.


• Social media reaches a whole range of previously inaccessible people

• The Torfaen mobile phone app has 25,000 users



• Mae cyfryngau cymdeithasol yn cyrraedd llwyth o bobl nad oedd modd eu cyrraedd gynt

• Mae gan app ffôn symudol Torfaen 25,000 o ddefnyddwyr

Point 1




• People only engage when they’re unhappy. We need to get to people who will access services in the future

• Mae pobl yn cymryd rhan pan maen nhw’n anhapus. Rhaid i ni gyrraedd y bobl fydd yn defnyddio gwasanaethau yn y dyfodol

Point 1




• Have to use a variety of methods to reach people

• Rhaid defnyddio dulliau amrywiol i gyrraedd pobl


• Big, confusing, remote and formal public service organisations



• Sefydliadau gwasanaethau cyhoeddus mawr, cymhleth, anghysbell a ffurfiol


• Organisational and governance culture



• Diwylliant sefydliadol a llywodraethiant




• How to get to people and the time taken to properly and openly engage. Overcome by already knowing your customers, they’re not different and time at this stage saves time later!

• Sut i gyrraedd pobl a'r amser a gymerir i ymgysylltu'n briodol ac yn agored. Goresgyn trwy wybod eich cwsmeriaid yn barod, dydyn nhw ddim yn wahanol ac mae amser ar yr adeg yma yn arbed amser yn y diwedd!




• Fear of the consequences of appearing not to know the answer. Overcome by being honest and brave

• Ofn o ymddangos fel nad ydych yn gwybod yr ateb. Gallwch oresgyn hyn trwy fod yn onest ac yn ddewr

Questions?

Cwestiynau?

What advice would you give someone who wants to improve their strategic use of experience and engagement?

Pa gyngor fyddech chi'n ei roi i rywun sydd eisiau gwella eu defnydd strategol o brofiad ac ymgysylltu?




• A customer focussed culture

• Diwylliant sy’n canolbwyntio ar y cwsmer


• Don't just think about traditional ways of consulting and engaging, make use of the rich picture that data on customer behaviour can provide

• Peidiwch meddwl am ffyrdd traddodiadol o ymgysylltu ac ymgynghori yn unig, defnyddiwch y darlun ehangach a ddarperir gan ddata ar ymddygiad y cwsmer



Point 1




• You have to engage continuously to build trust

• Rhaid ymgysylltu’n barhaus er mwyn adeiladu ymddiriedaeth

Point 2




• You have to be able to demonstrate that you act on what you gain from experience and engagement

• Rhaid i chi dangos eich bod chi'n gweithredu ar beth rydyn chi'n dysgu o brofiad ac ymgysylltu


• Embed and plan in sufficient time for engagement in the strategic planning process



• Rhaid mewnosod a chynllunio ar gyfer ymgysylltu mewn digon o amser yn y broses gynllunio strategol


• Explain the reality of how you operate but be genuinely open to listen and respond to new ideas and solutions



• Esboniwch y realiti o sut rydych yn gweithredu ond byddwch yn wirioneddol agored i wrando ac ymateb i syniadau newydd a datrysiadau




• Do it at all times, make it the norm

• Gwnewch hyn bob amser, a'i gwneud y norm




• Respond to input positively and explain your final decisions in the terms of the engagement

• Ymateb i fewnbwn mewn ffordd gadarnhaol ac eglurwch eich penderfyniadau terfynol yn nhermau'r ymgysylltu

Questions?

Cwestiynau?

Website www.audit.wales/good-practiceTwitter @GoodPracticeWAO #WAOexperienceBlog goodpracticeexchange.wordpress.comVimeo vimeo.com/walesauditofficePinterest pinterest.com/goodpracticewaoEmail [email protected] storify.com/GoodPracticeWAO

Thank you / Diolch

http://www.christinarobohm.com/

how service user experience can improve strategic direction and services / sut all profiad...

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