“you can’t change that! this is a statutory duty!” | peter brook | november 2014
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Presentation on statutory issues and user needs. Presented by Peter Brook from Kent County Council. Presented at the Service Design Discovery Day on 20 November 2014 in Warwick.TRANSCRIPT
“You can’t change that!
This is a statutory duty!”
20th November 2014
Peter Brook
Actually, can we change it?
Cut or Focus on user needs? Customer
Insight?
Statutory Duty
All Local Authorities are required by the Childcare
Act 2006 (Section 12) to provide information to the
public on childcare and related services, including
information on other services and resources that
may be of interest to families. KCC have delivered
this information via the Kent Children and Families
Information Service, alongside making information
available to people interested in becoming a
childminder (Childcare Act, Section 13(1).
Service Model
15.5FTE
£800K
Triage or Answerphone service
DiagnosticCalls in
Post out information
Call back
Children Centres Promotions
Service Promotion
Radio Advertising
Promotional Materials
Children Centres Events
Looking at the Evidence
Number was in top 5 most recognised by the
key demographic
No evidence that this led to any more calls
Radio advertising was at 7 am & 8 am
Outreach at Children Centres
Promotional
Tat!
Unbelievable
Inappropriate
Promotional
Tat!
Statutory Duty
All Local Authorities are required by the Childcare
Act 2006 (Section 12) to provide information to the
public on childcare and related services, including
information on other services and resources that
may be of interest to families. KCC have delivered
this information via the Kent Children and Families
Information Service, alongside making information
available to people interested in becoming a
childminder (Childcare Act, Section 13(1).
?
As a thirsty person
I want a drink of water
To stop me feeling thirsty
Parent
As a parent
I want to find out about local childcare
providers
So I can choose somewhere safe,
trustworthy, affordable & convenient to care
for my child/children
A prospective child-minder
As a prospective childcare worker
I want to find out about relevant legislation,
registration & training
So I can develop my career & skills and to
market my business
New Service Design
ResolvedEmail customer Pdf docs
& LinksCalls in
Post out information
Call back
Children Centres Promotions
XX
Improved web content & Navigation
6 FTE 298k
reducing to
2 FTE £60K
Can we Fix it? Yes we can!“I was asking about becoming a Child Minder for children with special
needs and was given tons of information, sent to me by email. Very
clear, very friendly, very helpful and will definitely use this service
again. Thank you”
“The service was very efficient and quick and very helpful and I am
pleased with the service that I received from the Kent County Council
today. Thank you very much”
“I wanted specific information; I got it straight away with no waiting time.
That's fantastic thank you.”
92.5% Revenue Saving
49% increase in Good Feedback
