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BUILDING & SUSTAINING CHANGE-READY
WORKPLACE CULTURES
HSI City of Toronto | OMSSA ConferenceMay 29, 2018
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WELCOME: NICE TO MEET YOU
Rebecca Turner
Project Director (I)Human Services Integration
Bonita See
Manager, IT ServicesToronto Children’s Services
Trish Lenz
Policy Development OfficerHuman Services Integration
THE BIG QUESTION
How do you advance the work of service integration, while also addressing the need to shift distinct organizational cultures?
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01 |SERVICE INTEGRATION IN TORONTO
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WHAT HAVE WE BEEN UP TO?
• Integrated website• Finder Tool• www.toronto.ca/humanservices
• 67 numbers into 1• Easy to access & navigate• 416-338-8888• Planning for a single
contact centre for human services
• Integrated in-person strategy development with senior leadership, clients and staff
• Knowledge base creation (content & technology)
• Legacy systems integration planning
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02 |RELATIONSHIP BUILDING IS THE FUTURE
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A 2015 study highlighted that relationships between clients and organizational staff are “crucial for survival and mobility” among
those living in urban poverty.
RELATIONSHIPS MATTER
Emotional intelligence is the ability to recognize, understand and manage our own emotions, as well as the ability to recognize and understand the emotions of others.
+ =
WHAT IS EMOTIONAL INTELLIGENCE?
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AWARENESS RAISING SESSIONS
SHORTCONVERSATIONS
TO PIQUE INTEREST
16 STAFF FROM3 DIVISIONS
TRAINED TO DELIVER
CROSS-DIVISIONAL SESSIONS –
NEW LEARNING
INTERACTIVE, MULTI-MEDIA,
SELF-ASSESSMENTGROUP WORK
TEST CONTENT WITH 400 STAFF;
EVALUATE SUCCESS
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WHAT WORKED
USING MULTI MEDIASELF-ASSESSMENT OF
SKILLS
GENUINE & OPEN DISCUSSION
NEW CONCEPT, WELL RECEIVED
CONNECTED CONTENT TO ACTUAL WORK EXAMPLES
VISUALLY ENGAGING POWERPOINT/HANDOUTS
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• All EI session materials, including handouts, are in your packages
• Find digital/editable copies online at https://tinyurl.com/ybx4dpzs
• Feel free to reach out with any questions about how to use this content to start your own emotional intelligence awareness raising sessions – [email protected]
ANY QUESTIONS
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03 |THE CO-CREATION OF KNOWLEDGE
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WHY CO-CREATE A KNOWLEDGE BASE?
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EQUITYSINGLE SOURCE OF
TRUTH
EFFICIENY
EMPOWERMENT
ENHANCED SERVICE DELIVERY
APPROACH TO CO-CREATING AN INTEGRATED KNOWLEDGE BASE
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GETTING STARTED1. Define scope2. Gain leadership buy-in3. Form an inter-Divisional working group4. Create a project charter that clearly outlines
roles, responsibilities and expectations
DOING THE WORK1. Create a shared work space
3. Categorize the articles4. Define Knowledge Templates5. Create Knowledge articles6. Review Knowledge articles7. Final approval of Knowledge articles8. Embed links9. Test the articles10. Pilot the Knowledge Base
2. Determine the articles that need to be written
Frequency
TESS Will I be eligible? Based on income, asset and expense Daily
TESS Can I be employed and receive Ontario Works? Daily
TESS Do I have to sell my vehicle? Principal residence? Additonal assets? Daily
TESS Do I have to apply with my spouse, even if they are employed? Daily
TESS Can I receive OWA while I'm on summer break from Post Secondary? Daily
TESS I am unable to secure childcare, therefore I am unable to secure employment, can I sti l l apply for OWA? Daily
TESS I am waiting for EI, WSIB, etc, can I apply for OWA in the meantime? Daily
TESS What is the eligiblity criteria for an individual who has been sponsored? (ex. Syrian refugees) Daily
TESS Why is my income being deducted? Daily
TESS I have received an eviction notice, what are my options? Daily
TCS What is the maximum amount of money I can make and stil l qualify? Multiple times per day
TCS How much will I need to pay for child care? Multiple times per day
TCS If I make x amount of money do I qualify for child care fee subsidy? Multiple times per day
TCS Where am I on the waitlist for the child care fee subsidy? Multiple times per day
TCS How do I apply for a child care fee subsidy? Multiple times per day
TCS How long is the wait to receive a child care fee subsidy? Multiple times per day
TCS How can I find a child care centre in my area? Daily
TCS What if I want to transfer my child to another centre? Daily
TCS What if my child has special needs? Multiple times per day
TCS Is self-employment an eligible activity to receive a child care fee subsidy?
SSHA What if I can't get some of the information needed to complete my application? Daily
SSHA What can I do if my application is rejected? Daily
SSHA At what age am I eligible for seniors housing? Daily
SSHA Is there special help for people who are abused? Weekly
SSHA How long do I have to wait for housing? Multiple times per day
SSHA What if I don't want the unit I am offered? Infrequently
SSHA If I am housed somewhere that is not my first choice, will I stay on the waiting l ist for my other choices? Daily
SSHAIf I choose to accept a unit that is smaller than the size I am eligible for, will I get priority to transfer to a
larger unit?Weekly
SSHA If I add building choices to my application, how does it affect my date of application? Daily
SSHA Can my 15-year old son have a separate bedroom from my other son who's stil l a toddler? Daily
SSHA If I have legal visitation or joint custody of two children, will I get two bedrooms for them? Infrequently
Frequent Call Questions/Inquiries
Categories Content DescrptionArticle, Website,
List
Document Type
(drop-down)
Article
Required
Links to include in
ArticleKey Words Notes
Related FAQ
(FAQ or #)
Priority
(drop-down)MRP
DATA CATEGORY: Income Support
A QUICK DEMO OF A CO-CREATED KNOWLEDGE BASE
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BENEFITS OF CO-CREATING A KNOWLEDGE BASE
BUILD CROSS-DIVISIONAL KNOWLEDGE
DEVELOP NEW RELATIONSHIPS
SHIFT CULTURECREATE A SENSE OF
OWNERSHIP
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WHAT DID WE LEARN?• Requires a dedicated lead to prepare for and facilitate meetings
• Create a strategy to move the work along between meetings
• Need to protect time for the work to happen
• Ensure there are clear, agreed upon content approval processes
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• Give people the authority to do the work
• Give space to have fun
04 |SERVICE DESIGN
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WHAT IS SERVICE DESIGN?
Needs & Goals
Diverge
ConvergePrototype
Feedback/
Test
/Review
• Empathize & Define• Client Research & Needs• Client Personas
• Ideate/Brainstorm• Service Blueprints• Client Stories
• Analyze/Prioritize/Constrain• Synthesize/Connect/• Map During/Between
Workshops
• Walkthru simulations• Low/High Prototypes
• Client Feedback/Testing• Stakeholder Review
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Design ThinkingClient Centric DesignAgile Design
INNOVATIVE APPROACH
DIFFERENT PEOPLE IN THE ROOM
(BUSINESS, IT, POLICY, MANAGEMENT)
INNOVATIVE USE OF SERVICE DESIGN METHODOLOGY TO
BUILD INTEGRATED BLUEPRINT
CREATING PERSONAS CONNECTED PARTICIPANTS WITH CLIENT EXPERIENCES, SERVING A
SIMILAR PURPOSE TO CUSTOMER JOURNEY MAPPING 20
WHAT
IS A
SERVICE
BLUEPRINT
?
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Client PhaseThese are a groupings of client actions used to achieve a specific goal or objective of the client.
Examples: Find Out About Service, Apply for Service, Wait for Service
Evidence/Artifacts
This row represents physical and tangible items and places the Client interacts with for a specific Client Action.
Examples: Local offices, Letters, Brochures
Client Actions
These are actions a Client initiates on their own, or does in response to an employee or system output.
Examples: Complete Online application for service, Respond to waitlist renewal request, Attend service planning meeting
Line of Interaction
This line represents the point of interaction between a Client and Technology and/or a Staff member
On-stage Technology
Touch Points
These are pieces of technology that the client directly interacts with to support a particular Client Action.
Examples: City Website, Online Application, Human Services Phone Number
On-stage People Actions
These are actions taken by staff that deal directly with a client to support a particular Client Action. This can be in person or through the use of technology.
Examples: Respond to Client query over the phone, Advise client of benefits, general process and ongoing eligibility requirements
Line of Visibility
Everything above this line can be viewed by or directly interacts with a Client.
Everything below this line can not be viewed by or has a direct interaction with the Client.
Backstage Actions
These are staff and/or system actions and processes that take place outside of the Clients line of sight and do not directly interact with the client. These
supporting actions are needed to deliver the service.
Examples: Scan and verify supporting documents, System generates confirmation letter identifying services applied for
Support Processes
These are a listing of systems and other supporting processes that support a particular Client Action.
Examples: CSISII, TAWL, SAMS
_ _ _ _ _
ELEMENTS OF A SERVICE BLUEPRINT
…….…….
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SAMPLE
SERVICE
BLUEPRINT
WHY
DO WE USE
A SERVICE
BLUEPRINT
?
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Strategic “birds-eye”
view of As-Is and To-Be
Mix of Service Channels and
On-stage, Backstage
Mapping against Project
Stages, for Roadmap Plan
Client’s Experience
across multiple City Roles &
Systems
SERVICES INTEGRATION
As-Is: Separate To-Be: Integrated
WHAT WE LEARNED
What we learned about the method:
Bringing different people
together busted siloes
Encouraging ‘blue-sky’ thinking
ensured we got creative
ideas
Small group set-up
empowered all voices in the
room
Analysis & Synthesis needed betweenmeetings
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YOU WILL NEED
TEAMWORK-SHOPS
A MIX OF PEOPLE FOR FORWARD THINKING
LOTS OF STICKIES & WALL SPACE
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TRYING IT OUT
ACTIVITY
Develop a Service Blueprint for the
scenario
Working together at your tables…• Read the scenario• Use template to design a new service
1. Write Client Phases across top of template
2. Write Client Actions for all the Client Phases, one action per sticky
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3. For each Client Action, write on stickies: a) On-stage Actionsb) Backstage Actionsc) Technology Touch Pointsd) Draw Arrows to connect actions
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IN CONCLUSION
Use the templates/content in your own workplaces! Find them online at: https://tinyurl.com/ybx4dpzs
ASK US! Do you have questions about running your own emotional intelligence sessions?
Designing a knowledge base? Using the service blueprinting methodology?
[email protected] [email protected] [email protected]
KNOWLEDGE BASE