"Staff across the service need to understand the little decisions that affect the big numbers."
Develop staff skills, confidence and behaviours to exploit fully the power of performance data
"Staff across the service need to understand the little decisions that affect the big numbers."
Cheryl Batt, Head of Disability Services, Ealing Council
Across any council’s services, dozens of teams and hundreds of staff make thousands of individual decisions every day.
For councils involved in change programmes, even seemingly small decisions are crucial. The success or failure of change efforts is largely determined by how management decisions are translated into real-life practice on the front line where the services are actually delivered. It is these everyday choices made by staff which cumulatively impact on outcomes for citizens and on the council’s finances.
With so many decisions involved, how can everyone – frontline staff, social workers, managers, finance directors and residents – be satisfied that the right decisions are being made for the service user and for the council? As we and our local government clients have found, there is a significant challenge in managing performance across different services while avoiding micro-managing each interaction and creating a huge managerial bureaucracy. IMPOWER’s answer to this challenge is Primed Performance Management.
Through active Primed Performance Management, teams develop a performance culture. They gather and use performance information as a day-to-day activity, which enables everyone across the organisation to understand how individual actions and decisions impact the system as a whole. To do this, teams use a Primed Performance Management framework for making decisions, shaping behaviours and agreeing principles. Using timely and accurate performance information alongside the adoption of a structured meeting process and embedding of the right behaviours enables fact-based decision making. Staff are then able to interpret data and act on it.
We use the word ‘primed’ because our approach resolves the inherent tension between the managerial need to record, monitor and measure activity, and the values that drive the commitment and behaviour of front-line staff. We create an environment where all stakeholders are ‘primed’ to achieve a coherent goal with energy and purpose.
Primed Performance Management resolves the inherent tension between two priorities – the managerial need to record, monitor and measure activity, and the values that drive the commitment and behaviour of front-line staff. For example:
Primed Performance Management is different because it focuses on developing staff skills, confidence and behaviours to exploit fully the power of performance data. It enables them to use data to truly shift the performance of the system or organisation. Principles and behaviours which are typically embedded through the approach include:
Designing and implementing a Primed Performance Management framework is a highly collaborative process, the primary focus of which is getting the right behaviours in place at all levels of the organisation to embed a performance culture.
We start by directly observing teams to understand what management data and other information exists to inform decision-making, identify the behaviours that the management team displays, understand what works and what doesn’t, and spot any obvious gaps. From there, we work with the teams to redesign meeting structures, management data, actions and communications to improve impact.
The five steps we follow are outlined below:
1. Observations and analysis
We start by understanding what is currently happening. We observe and analyse the available data, the meetings that already occur, how they are run, how decisions are made, and how subsequent actions are captured, implemented and monitored. At the conclusion of this stage we will produce a review of the current situation and identify what is working well and what needs to be developed.
2. Design
This stage establishes a set of principles that lie at the heart of Primed Performance Management. Having an agreed set of principles ensures that:
A wide range of stakeholders from the Finance Directorate to social workers from across the council are involved in designing the principles. Local co-design is vital, as each council is different, with its own unique challenges, cultures and ways of working. One size does not fit all. It is important that the principles cover both managerial and values-based needs. At the end of this stage, a draft framework design is signed off ready for piloting.
3. Pilot
In this stage we work with a number of teams to test the design. This is an iterative process which involves:
4. Implement
Working with each team in turn, we explain how the co-produced Primed Performance Management system works and describe the new reports and structure, coach the team manager in using the data and support them in embedding the behaviours at team meetings.
This is the most time consuming and intensive stage of work – and the most rewarding for the council staff, as they start to see how individual actions and decisions impact the system as a whole. We monitor teams’ progress and support them until they reach the point where they no longer need our formal support. Depending on staff skills, experience and willingness to engage, this might happen after a few cycles of reports and meetings, but it could require more time.
This stage also includes transferring the ownership of Primed Performance Management as the approach becomes simply ‘business as usual’. In practice, this occurs when reports start being produced in-house (rather than with IMPOWER’s support) and training of council staff is conducted by their colleagues.
5. Embed
In this final stage we look across the organisation and provide light-touch support to any teams or individuals who need additional help. We help refine reports if required and make final adjustments to agendas and terms of reference. Once everyone is confident that they have a sustainable framework in place, we step away completely.
IMPOWER worked with the London Borough of Ealing to transform adult social care between April 2017 and March 2019. Using a strengths-based approach, social workers successfully increased the independence of service users. This improved outcomes for the people of Ealing while reducing costs.
The work involved:
A crucial part of delivering the Better Lives programme was establishing the use of Primed Performance Management. We had previously trained social workers and other front-line staff to use a strengths-based approach and had worked with the adult social care management team to improve their finance and performance reporting. However, as the success of the programme was dependent on the hundreds of decisions being made every day within teams, the service needed a better method for tracking and understanding the impact that these changes were having. We started by using what the council already had: some reasonable data, a detailed understanding of the service, an established set of management meetings and team meetings, and a network of managers committed to the programme. We then undertook the following steps:
This enabled us to look at each team and understand how they were able to contribute to the service’s goals, how they were performing against a set of targets and objectives and what support they needed. It also gave team managers a set of tools to manage their business – by monitoring their outstanding and upcoming work, effectiveness at completing work, and how much they were spending and on what.
New Reports
We developed a set of performance reports that had two main purposes:
With each report, our aim was to provide something that was easy to understand and analyse, and could therefore help managers make decisions and see the impact they were having.
Tips for successful implementation
In the diagram below there are three example reports:
Alongside the reports we established a Primed Performance Cycle for each team. We worked side-by-side with team managers, repeating the cycle, until they were comfortable with analysing, communicating and acting on data.
Setting the purpose
Before starting the cycle, we made sure that the service as a whole, and then individual teams, were clear about their purpose. What were the objectives at a service, team and individual level, and what were the targets everyone was working towards?
Data and tools
We then ensured that each team had the right data and tools. All data came from the same source, but reports were tailored depending on the activity within a team. For example, the contact centre data focussed on the number of referrals they were producing and their outcomes, whilst a social work team would focus on the number and outcome of assessments and reviews.
Interpretation
We worked with team managers to develop their skills in interpreting data – providing them with templates and prompt sheets of questions, and then working through these to build their confidence.
Communication
Communication is the area that is often overlooked during change processes, and required significant input. The ability to talk simply, confidently and clearly about data is not a given, so we worked with managers to find the best way for them to get information across to their teams in a way that made sense to them.
Action and monitoring
All of this work would have been pointless if no action resulted from it. Initially, we found that rich discussions were taking place in team meetings but that these were not translating into action. We therefore prioritised making sure that team meetings concluded with clear actions, owners and deadlines, and that these were followed up.
Repeating the cycle
We repeated this cycle with team managers until they were comfortable with it and it became business as usual – a sustainable mechanism for performance managing the service.
Primed Performance Management enabled the Better Lives programme to take relevant and timely decisions that both improve the quality of the service for the user, and control costs for the council, by:
As a result of this, Ealing Council benefitted from impressive operational and financial outcomes – see below. The adult social care management team now have a structured approach to understanding what is happening across the service. This has enabled them to make more informed decisions about running the department, based on a detailed understanding of what is happening on the front line.
directly saved (plus £6 million indirectly saved) through the Better Lives programme
in average daily spend on placements despite an overall increase in demand
in contacts to the front door through more effective contact routes
in service user reviews, meaning that more people are receiving support relevant to their current needs
Drawing on 20 years of insight and impact, EDGEWORK is IMPOWER’s unique approach which helps our clients understand complex problems in order to solve them. Public services can be effective, affordable and sustainable; the key is understanding complexity.
Many might argue that lasting change comes down to robust business cases, strong project management and clear planning. A traditional approach like this is logical and it gives directors and leaders the feeling that they have control. But year after year, research shows that a majority of change projects fail to deliver their promised benefits.
This is because of an illusion that public services are ‘complicated’, and that they can be controlled if the right processes are put in place. At IMPOWER, we reframe public services as ‘complex’ – non-linear systems, where responsibilities are distributed and where success depends on creating the right relationships across and between system boundaries. This reframing enables our clients to achieve better outcomes at lower cost.
IMPOWER’s solutions are cross-boundary, as the distinctive and game-changing work is done at the edges between organisations, people and processes. We therefore call our approach EDGEWORK.
EDGEWORK comprises a set of defined and flexible inventive methods which are deployed as appropriate to local circumstances. Inventive methods are grouped under five competency areas:
Read more related content from across the site, including in-depth reports, project case studies and articles.