18/04/23

High Point ?…. No…. starting point!

Ewen Locke and Barrie McKinnonSalford City Council

18/04/23

Manager encourages innovation!

18/04/23

Audit Commission

“The best councils actively research alternative ways to deliver services and study good practice, working in innovative ways … both at a strategic and operational level”.

Developing an approach that is more centred on service users is not just a regulatory obligation it is also part of good management and providing high-quality services”

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CPA Inspectors… 2002/3

• Bias towards departmental… working • Mixed set of standards… • Need to focus on how services are developed to consistent

standards • Does not place enough emphasis on “creative policy

development” • Needs to…improve the skills sets of key staff • Need to…implement a consistent approach to performance

management

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‘First Blood’ in Salford

• Benefits Administration assessed in 2002/3 CPA programme

as 0* - lowest possible score

• SPRINT plus hard work• The birth of Think Customer• Benefits Administration assessed in 2003/4 CPA Programme

as 4* - highest possible score

• 2004 Beacon Status• 2005 “Best of the Best” – voted by peers

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Organisational Advantages

• Think Customer demands collaborative service delivery• SPRINT Business Process Re-engineering now standard

practice, ensuring that services are customer focused and delivered from front to back

• Dedicated multi-skilled customer service staff – the Customer Service profession

• Improved management information through single customer record

• Reduced number of interactions (reduction in Failure Demand)• Improved customer satisfaction

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The Legacy

• ‘Can do’ philosophy• A greater understanding of ‘the whole’• An understanding of managing demand• Capacity building is the norm• Reduction in inappropriate reliance on

‘consultancy’• ‘Director of Change’• Self-belief in the ability to innovate is

pandemic in SCC

18/04/23

Job done!