Featured slides from the Gandlake, Southwark Council and IRRV event held at Southwark Cathedral on 12th November 2015.
Presenters:
Dominic Cain, Assistant Director (Revenues, Benefits & Financial Transaction shared services), Southwark Council
David Ashmore, Director of Business and Customer Service, Lambeth Council
Stephen Hughes, Freelance Financial Adviser (former LGA Executive Director and CEO of Birmingham City Council)
Dave Briggs, Head of Digital & Design, Adur and Worthing Councils
Karen Michael, Service Development Team Leader, London Borough of Southwark
Vivian Davies, Head of Collections and Credit Control, Family Mosaic
31. The challenge
• Up to further 40% funding cut
• Demographic demand increases
• Pressures from National living wage, pension revaluation, ending of NIC
contracting out
• Impact of business rates exceeding central funding, 2017 business rates
revaluation, doubling the risk of appeals following 100% local control
33. And how to save money
whilst delivering services
34. Know what you want
• Massive change in resources so existing pattern of resource allocation
may not be right for 2020
• Think about Council's priorities and test future service levels against them
• Priorities are not a list of activities and projects - they deliver the priorities
• Ensure that business as usual is included!
35. 35
Enjoy a High Quality of Life
Stay Safe in Clean, Green
Neighbourhoods
Be HealthySucceed Economically
Increasing individual’s personal
wealth and reducing relative
poverty within the city
Tailored support and protection
for the most vulnerable people
within the community – in
particular children
Enable people to choose healthy
lifestyles and improve their
wellbeing. Resulting in people
LIVING WELL
Increase public perceptions of
safety and protect vulnerable
people within the city
Reduce health inequalities and
mortality across Birmingham.
Resulting in people LIVING
LONGER
Create a vibrant low carbon, low
waste economy through the best
use of environmental
technologies, and ensure that
Birmingham is prepared for the
impact of climate change.
Increase employment and
economic activity within the city.
Ensuring people have the
education and skills to make the
most of job opportunities
Secure cleaner, greener,
sustainable neighbourhoods
empowering citizens to take
greater responsibility for their
environment
Average wage levels
Inspection Ratings - TBC
Environmental Quality Survey
CO2 equivalent emissions
Overall Employment Rate
Life ExpectancyPerceptions of crime/safety
QALY/Survey
•Strategic Outcome
•Sub-Outcome
•Measures
36. Categories of savings
• Slash and burn (Tax payers alliance strategy)
• Raise more income
• Be efficient (from lean to transformation)
• Have someone else do it (from outsource to volunteers)
• Have less to do (prevention and social investment)
• Do less (cuts but in line with priorities)
36
37. Some under exploited ideas?
• Exploit commercial opportunities more
• Make collaboration work better - strengthened governance
• Move the co-production boundary
• Find working social investment models
• Fundamentally redesign services
38. Increase income
• Still under exploited
• Commercialise Council service streams - like building
control, pest control, advisory services
• Deliver social objectives via commercial vehicles - energy
companies, lending to SMEs, property investment including
housing companies
• Just make money -advertising assets, renting ducts in the
roads, car parking, etc.
39. The imperative of integrated
working
• For example the Better Care Fund: it has to be both about
protecting adult social care and increasing acute capacity
• Troubled families: needs effective multi-agency working
and a transformation strategy
• Two (three) councils but one workforce - e.g. SODC and
Vale of White Horse or Wandsworth and Richmond
• New models needed of:
• Working and culture
• Commissioning
• Governance and public:public contracts
39
40. Big Society?
• Volunteers - issues with Trade Unions if more than
complementary ... to be tested
• Community capacity, representativeness, and need to be
held to account
• Real issues about legislative responsibilities - e.g. health
and safety
• Covers tiny areas of spend
• Often more expensive provision
• Rise of Parishes?
40
41. But ...
• All public services are co-produced (e.g. history of bin collection)
• Moving the boundary can save lots of money
• Need a systematic way of engaging with people to get their consent
• Examples: role of carers, home to school transport, digital channels
42. Have less to do - Prevention
• Economic growth as solution to social problems (a
presentation of its own, but saving money means
getting long term workless jobs)
• Early intervention instead of crisis support
• Tackle underlying issues not just the presenting
problem
• Make the work fit the resource
42
43. Holistic investment systems
• Early investment in children gives better education
outcomes, better social skills, less anti-social behaviour
and crime
• See in particular Aos and Washington State
• Graham Allen's reports
• More anecdotal evidence that treating the whole
person/family reduces public intervention and costs
• Basis for troubled families programme
• But ...
• Timescales can be long
• How do you find extra investment at time of cuts - therefore PbR etc.
• Governance issues
43
44. 44
SOCIAL INVESTMENT MODEL
Local
Integrated
Service
Trust
Integrators
Improved Social Outcomes
Investo
rs
Investo
rs
Investo
rs
Local
Providers
Local
Providers
Local
Providers
Measured by Independent Assessor
Provide themselves and/or
Procure from market
Private investment, Some
philanthropic
e.g. ‘Big Society Bank’
Advisory
Roles
Public
Agencies
Public
Agencies
Public
Agencies
Reduced Social Cost
SAVINGS
Lo
cal
&
Na
tio
nal
Commissioning
FundingFunding
45. 45
Challenges for Social Investment
– Does evidence exist? If not how do you assess
VFM? Who pays for it?
– Is there a market for social investment (funders,
integrators and skilled service suppliers)?
– Can better outcomes be translated into
predictable cost savings?
– Is there enough savings to pay for investment,
interest, profit and risk?
– Will the Finance Director sign it off? (Risk
assessment)
– Have we made savings already?
46. Make the work fit the resource
• Or stop investing in design and concentrate on
doing it
• Gary Belkin’s work creating mental health teams in
Haiti and West Africa
• Deconstruct tasks so they are allocated to least
expensive of way of doing them
• Quick experiments to reject “dumb” ideas and use
good ones
• Use for: social work, planning, public health,
libraries etc
• Illustrates need for Leadership everywhere in
organisation & empowerment role.
46
47. Conclusion
• Local authorities have done really well so far
• There are going to be new challenges
• There needs to be a step change in innovation
• But it's not easy!!
50. Digital and Organisational Design
Delivering
‘Council as a platform’
Really transformative digital
Dave Briggs
51. Digital and Organisational Design
1. Developing a digital-age
operating model
• Council as a Platform
• Protecting the front line
• Enabling sustainable transformative
change
• Bringing together digital and OD to create
a single change function
52. Digital and Organisational Design
2. Redesign services with users at
their heart
• Enabling radical rethinking of what we
deliver and how
• Employing service design techniques
throughout the process
• Always meeting a need, of our customers
and of our staff
53. Digital and Organisational Design
3. Use best of breed technology
• End to end digital services – not putting
lipstick on legacy pigs
• Investing in capabilities, not systems
• Evolution, not stagnation, of the existing IT
estate
54. Digital and Organisational Design
4. Support people to deliver change
• Defining the ‘people’ capabilities we need
and delivering them
• Developing a local public service lab for
innovation
• Ensure people have the tools, techniques
and processes to hand to make change
happen
55. Digital and Organisational Design
5. Consume as well as create on our
and others’ platforms
• Becoming system leaders
• Building platforms and capabilities for
everyone to share
• Recognising where others have the lead
and use their platforms and capabilities
56. Digital and Organisational Design
Lessons we’re learning
• Doing things this way is really, really, really
hard
• You need air cover at the very top
• Bag those savings early
• Chuck some tactical bombs
• Don’t stop talking, ever
57. Digital and Organisational Design
Thanks!
Email: dave.briggs@adur-worthing.gov.uk
Twitter: @davebriggs
Blog: http://da.vebrig.gs/
62. www.southwark.gov.uk
we can
Current Arrangements UC Change / Impact Risks
Housing benefit for all council
tenants, including those placed
in some forms of temporary
accommodation, is paid direct
to the landlord [the Council].
This also includes those tenants
on partial HB
AROUND 23,000 HB CLAIMS
Housing cost support to
any UC claimant will be
paid monthly as part of
single payment
Claimants will have to
wait for at least 5-6
weeks for their first UC
payment
UC will be paid monthly
thereafter
Claimant may not have means to pay
rent during period when they are
waiting for first payment
Change in payment arrangements – for
council tenants in particular – may
present budgeting challenges. Some
may struggle to deal with this change
Where a UC claimant has other debts or
what they perceive to be more pressing
financial commitments, will they
choose not to use their UC payment to
pay their rent?
Where a new claim for HB is
made by a Council tenant, the
waiting time for first payment is
currently 3-4 weeks and a
change of circumstances is 1-2
weeks
Housing benefit is paid weekly,
reflecting the fact that Council
rent is charged weekly
What we do now
63. www.southwark.gov.uk
we can
We need to talk ……..
• ‘LA’ s share their data across departments’ – They don’t!
– Joined up approach to welfare reform and targeted work has been key
With who
Others areas to engage - where do people present themselves?
• Good working relationship with JCP is crucial
• Other departments and key Council Members:
– Adult and Children’s services: Care leavers, Troubled Families
– Housing: Temporary/Supported Accommodation, TRAs, TMOs, Resident services
– Local Economy: Employment opportunities and support
– Community Engagement: VCS/3rd Sector
– CCG/PH: Mental Health teams, Family Nursing Practice, GP’s
– Commissioning: Commissioning support providers/delivery partners
– Legal: Assistance with Delivery Partnership agreements with DWP
• VCS/3rd Sector, community groups, community councils
• RSL’s, Private Landlords, ALMOs’ – your Housing providers
• Schools
64. www.southwark.gov.uk
we can
Learning from DPDP
KNOW YOUR TENANTS!
• Data
• Focused intervention and close monitoring of rent accounts
– Nearly half of the total arrears were accrued in the first month/4 week period
following migration
• Collection and escalation policies
• Consider UC payment cycle to rent payment cycle
– Currently 50% of UC digital claims are made on smart phone/tablet
• Advice and support
• Financial capability
– Opening and operating a bank account
– Mis-handling of direct debits
• Switchback process and Data sharing
– Landlord and LA close relationship vital to good process operation – (echoed
from JCP in live running!) Will DWP have the same relationship?
– Not enough known about switch backs in UC live/digital running
65. www.southwark.gov.uk
we can
Some good news
• Positive outcomes tenants reported from DP
– it had made them better at money management
– it had made them more likely to look for work, hold down a job or
increase their hours
– some reported they now had a better standing with their bank
(such as improved credit ratings)
Supporting tenants achieve these positive
outcomes will no doubt have a positive
impact on rent income collection, as well as
promoting greater financial inclusion and
financial confidence
66. www.southwark.gov.uk
we can
Preparation and testing
• GIS mapping – using data sources
• Engaging relevant stakeholders and
partner organisations
• Triage where people present
– USdl trial – Co-location cold hand off
doesn’t work
• Target groups to test and trial
interventions that work
– Hardship fund and Emergency Support
Scheme applicants
– Outreach work (GP’s, monthly events,
home visits etc)
71. www.southwark.gov.uk
we can
Preparation & Risk Management
Transition
Timetable???
HB Direct
in line with DWP UC
rollout timetable
Preparation
Re-engage with
our customer
78. www.southwark.gov.uk
we can
DID YOU KNOW….
• UC monthly payment - including housing cost element - will always be
calculated based on claimant’s household’s circumstances on date seven days
before payment is due – this includes the first payment
• Where a UC claim is made on-line the claimant is required to contact DWP by
phone to make an appointment to attend jobcentre within seven days of claim.
Failure to do so will result in their claim being closed
• When a UC claim is made on-line the claimant is required to set up an on-line
account. The claimant will then be responsible for reporting all changes in their
circumstances using their on-line account – including, for example, any change
of address, or changes to rent
• Post Office Card Accounts (POCA), known to be used by significant numbers of
Southwark residents will not suffice for this purpose
• Where a claim for housing benefit is made late the claim may be backdated for
a period of up to three months where the claimant requests this in writing and is
able to demonstrate “good cause” for not claiming in time - NB. Decision to
limit HB backdating to one month was announced in July 2015 budget and will
take effect from April 2016
• Thinking about changing your online offerings to support your UC rollout –
taking into account how and where your roll out will happen
• CTR – good relationship with JCP would support this, even if you have not
opted to deliver support for UC through a DPA
All other services and central services are made up of the corporate and democratic core, registrars services, non-distributed costs, debt servicing charges, local tax collection costs, revenue trading account balances, in-year housing benefit balances and other accounting adjustments.
Ken Notes:
Ken Notes:
3000 missing dates of birth
Initials not full first names
Ken Notes:
How well do we know our customers?
Tesco / Sainsbury loyalty card
Issues -under 21’s no HB. How many?
-Over £23k benefit claimants. What impact
-Non dependents
Impacts – cash flow, long term
Credit rating agencies (Moodys S&P etc)
Viv Notes
We started March 2014
GO LIVE June 295
Big exercise in cleansing personal data
Residents informed. 250 opted out.
New residents can opt out on sign up.
Viv Notes
Red Amber Green Status
More agile – we can test out different strategies on small groups
EXPERIAN research says 75% of residents will benefit from improved rating
1000 customers assessed for predictive behaviours on CMS – 808 correlation
Viv Notes
Change the way we speak to customers
Use all means. Call recording excellent in handling complaints
Recent case – we agreed with consumer that we’d been offhand / sarcastic
Notes for possible Q&A
Cost £70k p.a., 5 years
Benefit -more focussed activity gives efficiency gains
-can accommodate growth plans
-more automation
-less bad data/write offs