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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
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
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
Opportunities and constraints. Caution – don’t just look at assets
2 ways of looking at world: buildings, people – about bringing these together
Partnership working is challenging – requires understanding of and synergy with their objectives
The practice...
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.
Link customers (Mosaic Groups) to service needs (F2F contact) – starting point for further exploration
Need to drill down, both geographically and in understanding of customer needs
‘Open’ forum for exploring community needs and priorities
Qualitative surveys to further explore service priorities and needs
Embed principles in organisational culture
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.
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.
Wrapping up – what next?formal commitment from Partners through Cabinet and SenateSynchronise strategies, progress Customer Insight Project – quant and qual