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How Hampshire is benefiting from mapping
property assets and customer demand
Monday 19 March 2012
Smith Square Conference Centre
at Local Government House
Smith Square, London SW1




Dr Steve Scholey                 Blog by Tom Horwood
Hampshire and Isle of Wight      Executive Director
Customer Insight Partnership     East Hampshire District Council
                                 and Havant Borough Council
Challenges – the national context

                    Capital and Assets Pathfinder Programme 2010-11
                    Customer demand workstream
                    http://www.communities.gov.uk/documents/localgovernment/pdf/capassets.pdf



 Aim: to test how a customer-centric and place-based approach to asset management
 and capital investment could improve local outcomes and generate significant savings
   Opportunities – rationalise, reduce costs (potentially £35bn nationally)
   Constraints:
      – existing assets, located as per evolving need over a century
      – vast range of services – delivery arrangements (and customer intelligence)
        separated from asset management and capital investment
      – savings should not be made to the detriment of service quality


The Capital and Asset Pathfinder programme was set up by the Government last year
       to look at how public sector land and property are managed and used.
Hampshire County Council is in the first wave of councils to pursue this project.
              Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council
Linking Customers with Services and Assets


    Understand                          Shape Service                           Re-profile the
  Community Needs                         Delivery                              public estate

    What are they?                     What structure of                        How can the
                                         public sector                        combined asset
    How will they                     services is required                      portfolio be
   change over the                   to meet these needs                    reshaped to support
    next decade?                          and trends?                         these services?




Hampshire CC has developed a methodology based around a series of workshops with
   public sector partners that they tested in Winchester and Basingstoke last year.
       Their approach identified substantial savings if public sector organisations
              could come together and rethink how they use their assets,
            taking account of customer need and joining up their approach.
             Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council
Area opportunities workshops... participants included
health, ambulance, fire and police services, as well as the Government property unit...
joined by... relevant Service Managers... and Councillors as portfolio holders for assets...
               Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council


    Hampshire – Partnership Matrix
                                                         Area BasedPartners
                                                            Area-Based Partners

         IoW   NFDC                  TVBC   SCC   EBC   PCC   GBC     FBC               BDBC   WCC   HBC           EHDC               Hart   RBC




                                                                                                                     East Hants PSV
                  Ringwood Gateway




                                                                                                                                                                             Workstyles
                                                                                                                                                                             CMT Asset Rationalisation
                                                                                                                                                                             Schools Review
                                                                                                                                                                             Co-location          HCC
                                                                                                                                                                             Extra Care




                                                                                                                                                                             Estates Review
                                                                                                                                                                                                Police




                                                                        Fareham Civic




                                                                                                                                             Aldershot Civic
                                                                                                                                                               Runways End
                                                                                                      Havant PSV




                                                                                                                                                                                                           Pan-Area Partners
                                                                                                                                                                                                              Pan-Area Partners
                                                                                                                                                                             Estates Review
                                                                                                                                                                                                HFRS



                                                                                                                                                                             Estates Review
                                                                                                                                                                                                   NHS



                                                                                                                                                                             CSSE Estates Review
                                                                                                                                                                                                Central




                                                                                                                                                                                              3rd Sector
Opportunities Workshop, Petersfield

       We spent a morning together learning about each organisation’s strategies
    and challenges for the coming years, pored over paper and electronic maps, and
started to understand exactly where our various assets sit, how they relate to each other
                and what customer demand might look like in the future.
             Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council
Public sector property assets, Basingstoke




     County

     District

     Police
     Cent. Govt.

     Health
     MoD
     Fire & Rescue
Linking Services and Assets




 Understand    Shape     Re-profile
 Community    Service    the public
   Needs      Delivery     estate
Linking Customers with Services
Households
90,000

80,000                                                                           AVOID
                                                                            FACE-TO-FACE
70,000

60,000
                                                All households                Contact
50,000
                                                                            preference
                                                            ‘Top 30%’
40,000
                                                                            (Experian’s
                                                                            UK model)
30,000

20,000
                                                                               PREFER
10,000                                                                      FACE-TO-FACE

    0
     A       B   C   D   E   F    G   H   I     J   K   L   M    N      O
                                 Mosaic Group
                                                                     customer insight partnership
Linking Customers with Services and Assets

Customer demand
 ‘hot’   F2F contact
         preference
         (top 30% from
         Experian’s UK
 ‘not’       model)




  Asset / service
   locations




  Re-profile the
  public estate
   Model ‘best-fit’
    locations for
      services           customer insight partnership   © Crown copyright. All rights reserved HCC (100019180) (2011)
Exploring customer demand: Community needs
                                                  improved
                being an advocate -            accommodation
                speaking on behalf
                                                                      social
                    of a group
                                                                   integration


   being part of
    a group to                                                                communication
  provide advice                                                            issues and barriers
  and guidance                                                                 to accessing
                                                                                 services



 access to an                                                                      temporary /
  active and                                                                         long term
  supportive                                                                       guidance in
  community                                                                         day-to-day
                                                                                       living


   access to
  democracy                                                                       physical /
 e.g. planning                                                                     cultural
     voting                                                                      development

                    Community conversations
           mental / physical
           health support /
                             Circle of need assisted bin
                                             collections
                 assistance
                                        medical            Fire
                                      treatment /         Safety
                                      assistance          Check
Exploring customer demand: Service priorities and needs


          Local services usually used face-to-face
This way of thinking is embedded in our two councils’ draft Corporate Strategies in the
priority themes of economic growth, financial sustainability and public service excellence.
              Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council




 New EHDC / HBC Corporate Strategies 2012-17 and 2012-13 budgets
 Take account of customer insight, economic trends, government policy
  and input from colleagues
 Debated publicly with councillors at scrutiny meetings
  and with residents at Community Forum
 Provide a robust framework for future decisions
  about service delivery and resource allocation,
  around the three strategic themes
 Recognise that public sector has to change how
  it functions in response to community as well as
  government expectation if it is to be sustainable
  We are at the vanguard of this change in Hampshire
 Will be used as the basis for our service business plans,
  which – for the first time – will look ahead three years, rather than one
The principle is very simple... exemplified by success of Havant’s Public Service Plaza,
initiated by HBC a few years ago and enthusiastically supported by Hampshire CC.
              Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council




  Havant's Public Service Plaza
  Delivering better public services
  …an innovative change to the way that local authority services
   work together to provide the best possible service to the public
  …first phase opened October 2011, giving residents easy access
   to a variety of council and voluntary sector services in one location

                                            A shared community space
                                               The atrium – an ideal meeting place,
                                                with free wireless internet access,
                                                four terminals for public use and
                                                vending machines for snacks / drinks
                                               Event suite – available to
                                                organisations, community groups and
The principle is very simple... exemplified by success of Havant’s Public Service Plaza,
 initiated by HBC a few years ago and enthusiastically supported by Hampshire CC.
             Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council




 Havant's Public Service Plaza
 Savings for taxpayers
    Building 35-40% more energy-efficient per m2
     + space-sharing (+300 staff in Phase 2)
        > reduced running costs
    Streamlined ways of staff working to save money and time
    Co-locating services (HBC and HCC)
     > fewer staff and resident journeys
     > reduced travel costs / carbon footprint
    Estimated savings of £100,000 pa
     + reduced CO2 emissions
    Buildings no longer occupied to be sold
...a really interesting and demanding session, which we will build on at the next workshop
             ...exactly the sort of inter-agency discussion that we need to be having
          if we are going to deliver sustainable and successful services in the future.
                  Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council



What Next for Hampshire?
Extrapolate the case:
 Focus on specific opportunities
 Grow portfolio of projects


Hampshire public sector partnership projects

    Existing: Havant Plaza, Ringwood Gateway
    Outline Business Cases, 2011:
    – Winchester, Basingstoke (with Hart)
    Future urban areas identified for
    collaborative Pathfinder approach
How Hampshire is benefiting from mapping
property assets and customer demand


           Questions / Discussion


                         Dr Steve Scholey
                         Hampshire and Isle of Wight
                         Customer Insight Partnership

                         Steve.Scholey@hants.gov.uk

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Dr Steve Scholey: Hampshire and Isle of Wight

  • 1. How Hampshire is benefiting from mapping property assets and customer demand Monday 19 March 2012 Smith Square Conference Centre at Local Government House Smith Square, London SW1 Dr Steve Scholey Blog by Tom Horwood Hampshire and Isle of Wight Executive Director Customer Insight Partnership East Hampshire District Council and Havant Borough Council
  • 2. Challenges – the national context Capital and Assets Pathfinder Programme 2010-11 Customer demand workstream http://www.communities.gov.uk/documents/localgovernment/pdf/capassets.pdf Aim: to test how a customer-centric and place-based approach to asset management and capital investment could improve local outcomes and generate significant savings  Opportunities – rationalise, reduce costs (potentially £35bn nationally)  Constraints: – existing assets, located as per evolving need over a century – vast range of services – delivery arrangements (and customer intelligence) separated from asset management and capital investment – savings should not be made to the detriment of service quality The Capital and Asset Pathfinder programme was set up by the Government last year to look at how public sector land and property are managed and used. Hampshire County Council is in the first wave of councils to pursue this project. Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council
  • 3. Linking Customers with Services and Assets Understand Shape Service Re-profile the Community Needs Delivery public estate What are they? What structure of How can the public sector combined asset How will they services is required portfolio be change over the to meet these needs reshaped to support next decade? and trends? these services? Hampshire CC has developed a methodology based around a series of workshops with public sector partners that they tested in Winchester and Basingstoke last year. Their approach identified substantial savings if public sector organisations could come together and rethink how they use their assets, taking account of customer need and joining up their approach. Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council
  • 4. Area opportunities workshops... participants included health, ambulance, fire and police services, as well as the Government property unit... joined by... relevant Service Managers... and Councillors as portfolio holders for assets... Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council Hampshire – Partnership Matrix Area BasedPartners Area-Based Partners IoW NFDC TVBC SCC EBC PCC GBC FBC BDBC WCC HBC EHDC Hart RBC East Hants PSV Ringwood Gateway Workstyles CMT Asset Rationalisation Schools Review Co-location HCC Extra Care Estates Review Police Fareham Civic Aldershot Civic Runways End Havant PSV Pan-Area Partners Pan-Area Partners Estates Review HFRS Estates Review NHS CSSE Estates Review Central 3rd Sector
  • 5. Opportunities Workshop, Petersfield We spent a morning together learning about each organisation’s strategies and challenges for the coming years, pored over paper and electronic maps, and started to understand exactly where our various assets sit, how they relate to each other and what customer demand might look like in the future. Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council
  • 6. Public sector property assets, Basingstoke County District Police Cent. Govt. Health MoD Fire & Rescue
  • 7. Linking Services and Assets Understand Shape Re-profile Community Service the public Needs Delivery estate
  • 8. Linking Customers with Services Households 90,000 80,000 AVOID FACE-TO-FACE 70,000 60,000 All households Contact 50,000 preference ‘Top 30%’ 40,000 (Experian’s UK model) 30,000 20,000 PREFER 10,000 FACE-TO-FACE 0 A B C D E F G H I J K L M N O Mosaic Group customer insight partnership
  • 9. Linking Customers with Services and Assets Customer demand ‘hot’ F2F contact preference (top 30% from Experian’s UK ‘not’ model) Asset / service locations Re-profile the public estate Model ‘best-fit’ locations for services customer insight partnership © Crown copyright. All rights reserved HCC (100019180) (2011)
  • 10. Exploring customer demand: Community needs improved being an advocate - accommodation speaking on behalf social of a group integration being part of a group to communication provide advice issues and barriers and guidance to accessing services access to an temporary / active and long term supportive guidance in community day-to-day living access to democracy physical / e.g. planning cultural voting development Community conversations mental / physical health support / Circle of need assisted bin collections assistance medical Fire treatment / Safety assistance Check
  • 11. Exploring customer demand: Service priorities and needs Local services usually used face-to-face
  • 12. This way of thinking is embedded in our two councils’ draft Corporate Strategies in the priority themes of economic growth, financial sustainability and public service excellence. Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council  New EHDC / HBC Corporate Strategies 2012-17 and 2012-13 budgets  Take account of customer insight, economic trends, government policy and input from colleagues  Debated publicly with councillors at scrutiny meetings and with residents at Community Forum  Provide a robust framework for future decisions about service delivery and resource allocation, around the three strategic themes  Recognise that public sector has to change how it functions in response to community as well as government expectation if it is to be sustainable We are at the vanguard of this change in Hampshire  Will be used as the basis for our service business plans, which – for the first time – will look ahead three years, rather than one
  • 13. The principle is very simple... exemplified by success of Havant’s Public Service Plaza, initiated by HBC a few years ago and enthusiastically supported by Hampshire CC. Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council Havant's Public Service Plaza Delivering better public services …an innovative change to the way that local authority services work together to provide the best possible service to the public …first phase opened October 2011, giving residents easy access to a variety of council and voluntary sector services in one location A shared community space  The atrium – an ideal meeting place, with free wireless internet access, four terminals for public use and vending machines for snacks / drinks  Event suite – available to organisations, community groups and
  • 14. The principle is very simple... exemplified by success of Havant’s Public Service Plaza, initiated by HBC a few years ago and enthusiastically supported by Hampshire CC. Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council Havant's Public Service Plaza Savings for taxpayers  Building 35-40% more energy-efficient per m2 + space-sharing (+300 staff in Phase 2) > reduced running costs  Streamlined ways of staff working to save money and time  Co-locating services (HBC and HCC) > fewer staff and resident journeys > reduced travel costs / carbon footprint  Estimated savings of £100,000 pa + reduced CO2 emissions  Buildings no longer occupied to be sold
  • 15. ...a really interesting and demanding session, which we will build on at the next workshop ...exactly the sort of inter-agency discussion that we need to be having if we are going to deliver sustainable and successful services in the future. Tom Horwood, Executive Director, East Hampshire District Council and Havant Borough Council What Next for Hampshire? Extrapolate the case:  Focus on specific opportunities  Grow portfolio of projects Hampshire public sector partnership projects Existing: Havant Plaza, Ringwood Gateway Outline Business Cases, 2011: – Winchester, Basingstoke (with Hart) Future urban areas identified for collaborative Pathfinder approach
  • 16. How Hampshire is benefiting from mapping property assets and customer demand Questions / Discussion Dr Steve Scholey Hampshire and Isle of Wight Customer Insight Partnership Steve.Scholey@hants.gov.uk

Notes de l'éditeur

  1. Opportunities and constraints. Caution – don’t just look at assets
  2. 2 ways of looking at world: buildings, people – about bringing these together
  3. Partnership working is challenging – requires understanding of and synergy with their objectives
  4. The practice...
  5. Asset mapping - very powerful toolThis example shows in stark terms just how much the public sector owns and the proximity to one another. It is typical of many of us. Difficulty with this in seeing ‘wood for the trees’ - so, we sought to make it easier to spot opportunities.
  6. Link customers (Mosaic Groups) to service needs (F2F contact) – starting point for further exploration
  7. Need to drill down, both geographically and in understanding of customer needs
  8. ‘Open’ forum for exploring community needs and priorities
  9. Qualitative surveys to further explore service priorities and needs
  10. Embed principles in organisational culture
  11. OUTCOME: Delivering better public services…an innovative change to the way that local authority services work together to provide the best possible service to the public.…first phase opened October 2011 by Baroness Hanham CBE, giving residents easy access to a variety of council and voluntary sector services in one location.A shared community spaceThe atrium area of the plaza is an ideal meeting place, with free wireless internet access available. For people who don’t have their own computers, four terminals are available for public use. There are also vending machines with snacks and hot and cold drinks.The Plaza’s event suite is now available for booking by organisations, community groups and individuals.
  12. BENEFIT: Savings for taxpayersBy making the building more efficient and sharing space, the reduction in annual running costs to Havant Borough and Hampshire County Councils is estimated to be £100,000. Staff are also finding new ways to save money and time.Co-locating services will also mean fewer journeys for residents and staff, reducing travel costs and the borough’s carbon footprint. The energy-efficient design of the building is expected to provide a 35-40% reduction in energy consumption per m2 of floor space, which will save money and reduce carbon emissions.When phase 2 of the project is completed, approximately 300 more staff will occupy the same building, allowing council-owned buildings that are no longer occupied to be sold.
  13. Wrapping up – what next?formal commitment from Partners through Cabinet and SenateSynchronise strategies, progress Customer Insight Project – quant and qual