Post on 24-Dec-2015
Co-creating public value
Charles Leadbeater
Co-creating Public Value
Lessons from client journeys
Everyone’s life is different in complex ways When crisis hits public services are vital But short-term crisis often leads to long term dependence Public services poorly coordinated, like a blizzard Clients no picture of how all their care adds up
Co-creating Public Value
Lessons from client journeys
Voluntary sector can be innovative but not necessarily Whether independent or supported people want to feel in
control Front line of social care is in living rooms Much of the system’s resources and knowledge are distributed
Co-creating Public Value
Why Personalisation ?
Social work is formally committed to goals of personalisation
But unable to consistently deliver on that promise
Priorities seem to be gatekeeping resources, risk assessment, control
Professionals seem disempowered but so do many clients
Co-creating Public Value
Why Personalisation ?
Best way to meet rising demands upon the system
Nor just more demand but more complex cases
And higher expectations of quality of personal care
Co-creating public value
Five Models
Transactional, value chain Bespoke services for most complex cases Recuperation for supported independence Self-management of long term conditions Prevention and communities of co-creation
Co-creating public value
The Transactional Model
Client knows their specific needs and want services that meet them Challenge = deliver that at low cost, high quality and at the right time
Value created in one place, transferred to waiting users The value chain, pipeline, send and receive organisational model Reform to make the professional service model efficient and responsive Huge strides still to be made
Co-creating public value
Clients and the Transactional Model
Clients playing a role earlier in the value chain, user centric design Conditionality = clear up your own mess (McDonalds) Users contributing their labour = follow through yourself (Fed Ex) More informed about how the chain works = better experience
But can supply keep up with expectations? Eliminating dissatisfaction not = creating satisfaction Downsides of mass customisation and choice between provider
Co-creating public value
Personalised services
Users want attention to specific needs but don’t fully understand them
They want considerate, responsive services They do not want to have to shop around a public service mall
Tailored services, created by dialogue, intimacy, understanding Users are treated with respect even when they have no
alternatives
Co-creating public value
Clients & personalised services
Giving the users voice and choice Advisers, advocates, intermediaries Tools for supported self-assessment Collaborative provision More flexible use of resources to meet differentiated need Finding new resources among peers, users, families
Co-creating public value
Recuperation
Making sure a short term crisis does not lead to long term dependence
Institutionalised cure can rob people of confidence, initiative Leading people to supported independence Learning when to gradually withdraw service But only as informal supports fill the gap High levels of integration
Co-creating public value
Self management
Educated informed used want to self provide Do not want to be dependent on “service” however well delivered Want tools to do the job themselves Short term transactional aspects but also long term chronic
conditions Understanding when people can and want to self-manage Supporting them to do so Focus on the person not the condition
Co-creating public value
Personalisation as prevention
The user who does not have a need yet, but will Challenge of chronic disease prevention Not about delivering services but creating public goods in society People taking more charge of their lives
Diabetes in Bolton Fitness and exercise in Kent
Co-creating public value
Personalisation core issues
Tools for client choice, voice, planning and co-responsibility Devolved financial frameworks that encourage prevention/self-
management More integrated service provision within public sector and outside New roles for professionals within workforce redesign Social workers: advocate, navigate, counsel, risk assess, broker, design Further development of mixed economy of provision Person centred measures of success
Co-creating public value
Personalisation:questions and challenges
Does personalised compulsion make sense? How applicable are lessons from particular groups? Is it more costly? Investing in more prevention when also dealing with crisis? Role of unpaid carers - training, renumeration, organisation? Equity: will it only be for the well off and articulate? Geography: does it work even in rural areas?
Co-creating Public Value
Co-creating public value
The public co-create the most important public goods With the help of public services but also platforms and tools for
self-help Mobilise clients as productive participants is more effective and
flexible Service users become investors, producers, designers,
innovators New mass-creative models of organisation E-Bay, the Sims, Wikipedia, Grameen Bank