service redesign-the local authority perspective laying the foundations… martin vickers head of...
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Service Redesign-the local authority perspective
Laying the foundations…Martin Vickers
Head of Salford Direct
Salford City Council
Salford
Primary
Care Trust
What do we want to achieve through development of the LIFT Centres?
More sustainable face to face services through amalgamation of front line services across a diverse range of business areas
Stronger customer focussed orientation by the PCT/Council
One access gateway to services, break down the access barriers to
public services
Meets the key principles of the Government’s modernisation agenda
(NHS Plan etc, Performance assessment, Social Exclusion, Best Value,etc)
Facing up to the deprivation challenge and deliver social regeneration and health inequality
What was our starting position?•Extremely strong relationships with Salford PCT through Local Strategic Partnership/Integration with Social Care
•Strong investment in front line services in terms of
Corporate Call Centre (100 seats)
Technology (Document Management, Customer Relationship Management systems)
Training and Development
•Pathfinder Authority nationally for E-Government work
•Received national acclaim from National Audit Office for Call Centre operations
•Salford has been the centre of much regeneration in recent years
Which Council services will occupy the LIFT buildings?
•Library
•One Stop Shop
•Community Space
The Library Service
•250,000 annual visits
•58% of the population are users
•Free access to ICT/Internet/software
•A history of working with other partners
•LIFT will assist in the statutory duty of providing a public library service in terms of access, satisfaction rates, promotion of reading and informal learning, improving digital access and tackling social exclusion
•Information gateway to all City Council services (Over 250 transaction types)
•To deal with fast flow/more complex City Council enquiries
•Expected to deal with at least 120,000 enquiries per annum across the 4 LIFT Centres
•Currently providing high volumes of services across all areas
•Shared community usage of facilities
What is the One Stop Shop?
Our approach to joined up service design-Use of the Life Events model
STARTING/LEAVING A JOB
SalfordNHS
Salford CC
GovernmentAgencies
IndependentAgencies
GMPolice
FOSTERING/ADOPTING
CHANGING STATUS
HOSPITAL
DEATH
RETIREMENT
DISABILITY
DEALING WITH CRIME
STARTING A BUSINESS
MOVING HOME
LEAVE SCHOOL
START SCHOOL
CARER
HAVING A BABY
Havinga Baby
LIFTCentre
HealthVisitor
Immunisation
FamilyPlanning
Child HealthPediatric
Clinic
MentalHealth
Next LIFEEVENT
i.e. StartSchool
Housing
SchoolsClosureDates
NurseryPlacement
ChildProtection
Registrars
Benefits
PhysiotherapyClinic
WelfareRights
LIFE EVENTS. Mother/Child
Life Events in action
HOUSING SERVICES
CORPORATE SERVICES
EDUCATION ARTS & LEISURE
OTHER AGENCIES
ENVIRONMENTAL SERVICESSOCIAL SERVICES
BEREAVEMENT
SALFORD NHS
AFTER DEATH
Family Services
Hospice & Hospital CareMacMillan NursesGeneral Practitioners
Bereavement Services
Family Services
Palliative CareOptions for organ donationDeath options
Municipal funeralsBurials & CremationsAlternative provision
Family Services
Family CounsellingOptions for organ donationWhat happens next
Alternative burialoptionsCoronorsFuneral directorsReligious & Culturalgroups
Bereavement Services
Registrars
Alternative burialoptions
Booking RoomsCommercial Catering
Child Protection
EmployerExporting BodyImporting BodyReligious and Cultural groups
Mental Health Services
Elderley SupportHome HelpsMeals on WheelsAids & AdaptionsWelfare Rights
Buy a graveRehousing optionsChange TenancySupporting People
Childcare arrangementsHoliday schemesChildmindersInform LibrariesInform Schools/colleges/university
Stone MasonInsuranceSolicitors - ProbateGovt BenefitsPrivate pensionsSupport AgenciesInland RevenueReligious and Cultural GroupsInform other agencies of death
CounsellingMental Health Services
Single Person DiscountHousing BenefitChange Bill
SUDDEN DEATH
LAST DAYS
ANTICIPATED DEATH
Our methodology
•Service Design Project managed separately to LIFT Buildings developments
•Managed jointly under PRINCE 2 conditions
•Joint BPR development work-joining up the critical pathways model to life events
•Working with key service partners such as Manchester Business School in deployment of our own BPR methods known as SPRINT
First steps• Joint monthly meetings with senior staff
from both organisations• Staff workshops and exchanges• Testing out the principles of new building• Joint Lift Consultation• Web developments• Flu jabs• Next steps……………..
SCC "SIFT"(Salford Improvement
For Tomorrow)
Phase 1Immediate and deliverable
objectives
Life Events/Proving the
Concept
Proof of Conceptdelivered endJanuary 04 for
potential utilisationof future service
deliveryintegration
BereavementCenter
April 04Hope initiative
Integration ofNHS/SCC
services throughcreation ofdedicatedresource
BPR in Clinics
Salford AdvanceRe Engineeringproposals firstquarter 04 to
ensure operationaland organisationalreadiness for joint
working
Libraries
1. Benefits ClaimVerification &Advice2. Electronicbooking of SCC/NHS services3. Wider use ofPeoples Network
ExternalServices roll out
Current initiatives:1. Highways2. Licensing3. Blue Badges4. Small BusinessServices5. Anti-SocialBehaviourReferrals6. Housing AdviceReferrals
PR Strategy
Health PromotionsLIFT Consultation
HealthPromotions
1. Flu Jabs2. Drugs wastage3. Get fit forsummer4. MedicalScreening5. TeenageSexual Health6. SmokingCessation7. Organ DonorCard Distribution
Integration withSocial Services
1. SARA Nationalproject for Occ.Health equipmentself assessment2. Blue Badgeappointmentswithin Licensingproject3. ChildrensServices4. Older PeoplesServices
PALS(Patient AdvisoryLiaison Service)
Salford Directbecome PALS
accredited & raiseawareness
CustomerServices Team
OutreachDevelopments/Consultation
Advice servicesaccessible via:
1. Hope andHousingAssociations2. Working withminority groups3. Benefits take up
CommunityEquipment
Salford Direct ringbacks via Call
Center for returnof Occ. Health
equipment
ComplaintsHandling
PCT complaintshandled/monitoredvia Salford Directcall centre/front
line services
CustomerService NVQ
training
Joint training &development with
PCT/SCC staff
Phase 2 Intermediate objectives
SCC "SIFT"
Shared Facility
1. Permanentadvice facility inPhase 3 sharedwith PCT todeliver range ofservices2. Pilot for multiagency working inone location
IRT Project(Identification
ReferralTracking)
1. Multi agencyworking inresponse tochanging nationalagenda2. Underpinned byIT3. Linkage to LIFTproject
FundingOpportunities/
Budget
Secure jointfunding such asPharmaceutical
company backingfor joint working
with health
E Gov
LIFT interfaceswith SCC EGov
projects
Pilot integrationwith GP's
1. On lineauthorization ofbenefitsentitlement2. Application forservices from GPsurgeries on line3. Repeatprescriptionordering throughSCC facilities
SCC "SIFT"
Phase 3Longer term objectives
VideoConferencing
Within LIFTcenters or othersites to enableinteraction with
citizens tospecialist services
at short notice
Buildings
Delivery of newcenters
IT/HR/Procurement
Agreed protocolsaround joint
working on staffissues, ITprovision,
procurementroutes forcompleted
services in LIFTbuildings
LIFT(Service Design)
Delivery ofredesigned
services fromspecific buildings
CustomerRelationshipManagement
(CRM)/DocumentManagement roll
out
Joint IT systemsessential to
underpin servicedelivery from LIFT
centers
JointConsultation
on NHS and SCCInitiatives
Awareness ofeach individualorganisations
initiatives. Identifyany potential
synergies
Joint CapitalPlanning
For any future PFIor other capital
projects