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