tracy aarons deputy chief executive mendip district council · design in public services local...
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Tracy Aarons
Deputy Chief Executive
Mendip District Council
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Design in Public Services Local Government partnership with Design Council
Bid to join South West Programme successful
Aim to use design led approaches applied in the commercial sector to address problems.
Mendip submitted a joint submission from itself, Police, National Probation, Somerset County Council
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The Problem Funding pressures meant a cut of £879k in funding for
housing related support for adults with complex needs by one agency
Rippled resource impact out to other agencies
Fractured relationships
Concerns about risks to public safety and to those individuals affected
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To engage partners to create cost effective cross sector support for people with complex needs
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Vision &
StrategyCustomer
& User
Brand &
Comms
Product &
Service
Culture &
Environment
Opportunity framework
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Divergent and convergent process
DeliverSolutions which work
DevelopPotential solutions
DefineThe area to focus upon
DiscoverInsight into the problem
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DeliverSolutions which work
DevelopPotential solutions
DefineThe area to focus upon
DiscoverInsight into the problem
Key principles and methods
Being people centred
Being visual
Being collaborative & iterative
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Customer Insight
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“The most common leadership failure stems from attempting to apply technical solutions to adaptive challenges”
Ronald Heifitz, HBR 2009 Immunity to change
Clues…
We keep meeting but don’t move forward
Trust is low, and organisations are in conflict
People feel confused and ask ‘what problem are we trying to solve’
There are many competing views of ‘the answer’
Papers are produced, projects are set up, committees meet – but service users don’t see any change
People are passive aggressive – don’t contribute, don’t turn up, or don’t do what they said they would do
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“Propagating Hope”The change in the room
Collective agreement on need to change
Desire to alter the way of working
Separate ‘support’ from ‘housing’
Promote the person not the problem
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Taking the concepts forward into practice
Overarching governance board
Series of prototypes identified initially by participants but then from wider pool of interested parties
Heavy focus on prototyping as a way forward
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Emergency Host Family Accommodation History of using local families to give short notice
accommodation to youngster
Allows them to get back on an even keel
Approached families to see if they would consider trying this with adults
Outcome means adult feels supported, move more easily to standard housing
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Trauma Informed Practice
Identified in ethnographic research and ‘move on’ research that the way staff dealt with clients often exacerbated problems.
Training for staff on trauma and it’s impacts
Supervision and support for staff from psychotherapist
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Areas of difficulty
Rapid prototyping works well with bits of cardboard and sellotape, but not where vulnerable people are involved
It is early days and promotion of approach takes time
Getting the message across that there is a framework and it is not just about messing around.
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Benefits
Integration across agencies for shared benefits
Greater width of services on offer for far reduced sums
A change in thoughts as regards housing related support.
Rough sleeping and homelessness stats monitored and showing stability or reduction.
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Thank youAny Questions?