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