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Insights • service delivery

Central government finally recognises that service design goes beyond digital…or does it?

While the word 'digital' has been dropped to reflect a new perspective, changes to the new Service Design Standard haven't gone far enough.

May 10, 2019

5 reflections on NLGN’s (excellent) Annual Conference

Yesterday I attended the New Local Government Network (NLGN) Annual Conference at the Guildhall in the City of London. The venue may have been old, but the emphasis was decisively on the new.

February 27, 2019

How to turbocharge the commissioning cycle

To date councils have mainly focused on managing demand at the front door through strengths-based conversations with clients. While this has an impact, the extent of it may be limited unless it is accompanied by a focus on commissioning the local market in a way which promotes independence.

February 21, 2019

Social care workforce in the headlines = GOOD, politicians hiding behind Brexit = BAD

What social care really needs from politicians is not a Brexit response, but that they tear themselves away from Brexit long enough to tackle the bigger questions.

February 15, 2019

Connect Well Hull – innovation in adult social care

I was delighted to see the launch of Connect Well Hull last week, a key part of Hull City Council’s…

October 11, 2017

CIPFA conference reflections: Ebony Hughes

This blog is one of two reflecting on the CIPFA conference. My overarching reflections were that: 1.  The financial precipice…

August 8, 2017

Rethinking customer relations

Increasing ‘customer focus’ has made a huge difference in how public sector services are delivered. It has helped us move…

July 27, 2016

Beyond tokenistic co-production in children’s services

With a background of working in service transformation for children and young people, I have seen the words “co-production” or “engagement” frequently used….

April 25, 2016

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