PPMA 2013 Annual Seminar Tim Caroline - I Love Hackney - Employee Engagement
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Transcript of PPMA 2013 Annual Seminar Tim Caroline - I Love Hackney - Employee Engagement
EmployeeEngagement
Tim Shields, Chief ExecutiveCaroline Anderson, HRD
Hackney Council
What comes to mind when you think of Hackney…
Is it this?
Or now this?
The clean up“Hackney Council,
cleaners, police and local people did an amazing job. I came out to help, but the streets at least are cleaned
up”
In recent years, Hackney has actually become this…
This is where we were 12 years ago…
Hackney has a real story to tell
However by December 2004, the Audit Commission said we were the
“most improving” authority
Improving the Council & delivering for Hackney by 2009
Hackney has a real story to tell
‘Hackney has shown that it is possible to improve public services
while helping business to thrive, holding down taxes and providing
genuine value for money.’ Ian King, The Times, 30th April 2009
Chapter 3: Selling the place (2009-2012)
Hackney has a real story to tell
‘Hackney - it’s an exciting place to be right now... bring on the Olympics - we are ready for it!!!’ Katie Hillier, Vogue, 26 June 2012
The 2012 London Olympic and Paralympic Games
Hackney has a real story to tell
Chapter 4: Making pathways (2013 onwards) and preventing polarisation
But what next?
Morning Lane Fashion Hub
Whilst this transformation has been happening, what has been going on inside Hackney Council since 2002?
And the surveys says…
In 2004: 34% of staff rated us as ‘one of the worst/below average’
38% said the organisation is ‘about average’
‘Views on Hackney Council as an employer are less positive than
for other local authorities where MORI has asked this question’
And the surveys says…
By 2007: Mori: ‘Hackney performs significantly better than 2005’
‘The Council has increased the proportion of its staff who say they would be an advocate for the Council and rate is better as a service provider’
‘Hackney does better than the averages for the other public
organisations conducting employee research – local
authorities, London Boroughs and the public sector as a whole’
And the surveys says…
By 2009: Advocacy growing, ‘up 38% in 2004 to 57% in 2009’
‘85% agreed the Council was making the area a better place to live’
•Feeling informed about the Council – 24 points higher •Belief that management has a clear vision – 21 points higher•Pride in working for the Council – 21 points higher•Feeling valued – 17 points higher•Working for an organisation that really looks after employees – nine points higher•Job satisfaction – six points higher
‘The Council now receives better ratings from its staff than almost any other public sector employer
with which Ipsos MORI has worked with in recent years’
And the surveys says…
By 2011:‘60% of would now speak highly about the Council as an employer (38% in 2004), and 69% are proud to work for the Council.’
‘77% employees feel informed about developments at the Council. 67% agreeing the reasons for change are well communicated, up from 47% in 2009’
Despite cuts and job losses, ‘It is very positive to note that employees’ pride and self-
motivation have remained steady or improved since 2009’
In 2011 we asked staff ourselves what they like about Hackney Council…
Each other!
‘Professional, supportive, fun, diverse, colleagues who have the best interests of the Council at heart and want to see a difference’
Local
Flexible working
Always innovating
and we see a difference
Sound financial
management
Clear vision and visible
leaders
Personal and career
development
We protect services and
deliver in house
It’s challenging two days never
the same
Good T&Cs and new buildings
We also asked staff what they didn’t like about Hackney Council…
The cuts!‘Seeing colleagues leave the organisation, restructures and efficiencies, more work to do, and pay freeze’
More autonomy
Want more flexible working
Quicker systems and processes
Cut bureaucracy
Some buildings
still not up to scratch
Too many managers
More cross-Council working
Improve ICT infrastructure
Service First Programme- an organisational change programmeAim:
• Improve and extend access to Council Service
• Reduce our property portfolio and associated costs
• Implementation of consistent and excellent levels of customer service
The Service First ProgrammeA new customer services hub for Hackney•Construction of two new buildings (1,600 staff)
• Co-location of all front facing services
• Development of single front office (integration of 40 services)
• Implementation of consistent and excellent levels of customer service
• Introduction of New Ways of Working (home, mobile shared space)
• supported by enabling technology (CDM, CRM etc)
New ways of working
Service First Framework
•Open plan
• 8-10 desk share
• Integrated service provision
• Enabling learning
Managing the process
•Planning and preparation
•Implementation
•Embedding and support
Staff Engagement
The Hackney Service Centre
Customer services and council offices in one
Ipsos MORI research 2013
Ipsos MORI research 2013
• Representative sample of 1,016 Hackney residents aged 16+• Face-to-face using Computer Assisted Personal Interviewing (CAPI)• Fieldwork: 03 January to 06 March 2013• Quotas set on age, gender, work status and ethnicity to match the profile of the population of Hackney. • Data are also weighted to these profiles.• Statistical reliability (sampling tolerance of +/- 3 ppts at 95% confidence interval)
Overall, how satisfied or dissatisfied are you with your local area (15-20 minutes walking distance from your home) as a place to live?
Nine in 10 are satisfied with the local area – two in five are ‘very’ satisfied
% Very dissatisfied% Fairly dissatisfied
% Neither
% Fairly satisfied
% Very satisfied
Satisfied 89%Dissatisfied 6%
Sub-group differences
Hackney 2008 Place Survey
Overall, how satisfied or dissatisfied are you with your local area (15-20 minutes walking distance from your home) as a place to live?
Satisfaction with the local area continues to improve…
Hackney
National (Citizenship/ Community Life Survey)
% s
atis
fied
Base: Hackney 2013 (1,016). Fieldwork 5 January – 6 March 2013; Hackney 2005 (1,006) . Fieldwork 25 August – 31 October 2005; Hackney 2001 (1,006). Fieldwork November 2001; Citizenship /Community Life Survey, c. 10,000 interviews each year.
Tweet from Ben Page CEO Ipsos MORI:
“Satisfaction with #hackney as place to live up from 60%
in 2001 to 80% now. Satisfaction with council up from 23% to 74%. Respect!”
Steady improvement across all services…
…has meant we have seen our staff perform and go the extra mile.
Engagement secretsIt’s not what we do – it’s how we do itStrong narrative, successes and achievements shared and celebratedStrong leadership, and financial decisionsWe deliver in-house transfering ownership and accountability to staffStrong governance on projects staff have to deliverWe’re efficient, effective and innovative Local, passionate staff – Hackney gets under your skin!Opportunities for staff to progress We talk to our staff and ask them what the issues areWe communicate well – profile of CEO and Mayor high
Ben Page, CEO Ipsos MORI said: “Staff are engaged because they can
see improvements and how the borough has transformed itself –
they are part of this. And they have also had strong, consistent
leadership over the last few years.”
So we think our staff are unique…
…and our greatest asset!
But there are more challenging times ahead, and we will
need to stand by them and support them.