6. What benefits..? “ We have an immediate saving of at least £1,500 a year.” Hartlepool Carers “ Better access to information and a better booking system have resulted in improved and more effective services for patients for the same cost.” Dorothy House Hospice “ We can communicate so much better. Everything is all there, we can all see it.” Jack Drum Arts
18. The Technology Trap Technology Rampant The way we’ve always done things Review ways of working Potential Realised Adapted from: David Wilcox and Terry Grunwald 1 2 3 4 10 9 8 7 6 5 Reference Guide steps: Technology New Old Processes New Old
20. The Mission To provide a drug rehabilitation counselling service Clients’ standpoint To achieve our Mission , which goals must we pursue to meet our clients’ needs? Funders’ and Stakeholders’ standpoint To achieve our Mission , which goals must we pursue to meet our funders’ and stakeholders’ needs? Internal processes standpoint To achieve our Mission , our goal is to pursue excellence in the most appropriate internal processes to meet our client and funder & stakeholder needs; in which internal processes must we excel? Reflection & improvement standpoint To achieve our Mission , our goal is to reflect and to improve to meet our client and funder needs; how do we do this? Adapted from: Kaplan and Norton
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22. The Mission To provide a drug rehabilitation counselling service Clients’ standpoint Funders’ and Stakeholders’ standpoint Internal processes standpoint Reflection & improvement standpoint No more missed Appointments! Providing up-to-date info Reporting efficient use of resources Reviewing information & updating Improving case recording system Adapted from: Kaplan and Norton Efficient appointment booking Maintaining info resources Running 1-1 counselling sessions
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25. The Mission To provide a drug rehabilitation counseling service Clients’ standpoint Funders’ and Stakeholders’ standpoint Internal processes standpoint Reflection & improvement standpoint Delivering Serving Reporting Running Maintaining Counting Training Disseminating Reviewing Finding
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27. The Mission To provide a personal and original wedding cake design and bake service Bride’s standpoint Bride’s parents’ standpoint Internal processes standpoint Reflection & improvement standpoint
28. The Mission To provide a personal and original wedding cake design and bake service Bride’s standpoint Bride’s parents’ standpoint Internal processes standpoint Reflection & improvement standpoint Value for money Costing Recipe testing Training in latest icing effects Original, beautiful personal cake Purchasing Tasty Cake making Beautiful On time Up to date with fashions
30. The Mission To provide a drug rehabilitation counseling service Clients’ standpoint Funders’ and Stakeholders’ standpoint Internal processes standpoint Reflection & improvement standpoint Delivering no more missed appointments Providing up-to-date info Reporting Efficient use of resources Reviewing information & updating Improving case recording system Efficient appointment booking Maintaining info resources Running 1-1 counselling sessions
31. The Mission To provide a drug rehabilitation counseling service Clients’ standpoint Funders’ and Stakeholders’ standpoint Internal processes standpoint Reflection & improvement standpoint Delivering no more missed appointments Providing up-to-date info Reporting Efficient use of resources Reviewing information & updating Improving case recording system Adapted from: Kaplan and Norton Efficient appointment booking Maintaining info resources Running 1-1 counselling sessions
34. Send brief appointment reminder to clients System for recording counsellor time and reporting it System for booking appointments System for keeping and accessing records 35% increase in appointment take-up Counsellor contact time increased from 45% to 80% No double bookings Every Client contact recorded accurately Better informed counsellors Better use of staff. Reduced stress. Improved professional image. Lower unit cost Better client progress Helping clients not to miss appointments Reporting efficient use of resources Efficient appointment booking Improved case recording system Adapted from: Kaplan and Norton Improved case recording system Reflection & Improvement Efficient appointment booking Internal Processes Reporting efficient use of resources Funders & Stakeholders Delivering no more missed appointments Client Initiatives Outputs Outcomes Goals Four Hats standpoint
41. Our ICT Strategy To …only use ICT for basic internal processes at an administrative level and to ensure all staff have level 2 training in Microsoft Office Applications OR…………..To implement ICT solutions at every level of our organisation Clients’ standpoint What role for ICT in: Making services better through ICT? Delivery to and serving clients? Level of exposure of clients to our services via ICT means? How often would we review decisions? Funders’ and Stakeholders' standpoint What role for ICT in: reporting outputs, costs etc against funder criteria? Which element/% of ICT costs to claim? How often would aspects be reviewed? Internal processes standpoint Reflection & improvement standpoint What strategic ICT considerations on Staff Training? Policies? Performance improvement? Quality? Evaluation? Other? What role for ICT in: Supporting existing processes? Supporting new processes? As part of organisation infrastructure?
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43. Funders Acknowledgements net:gain centres and mentors for their help with pathfinder work Original Sources Strategy Maps - Robert Kaplan and David Norton The Balanced Scorecard - Robert Kaplan and David Norton The Technology Trap - David Wilcox and Terry Grunwald Development consultants
Release 01/09/07 From 1st September 2007 a more flexible delivery of the net:gain programme is possible. We still require centres to undertake certain MANDATORY activities/slides, and to produce certain learning outcomes or activity outcomes with delegates. Contact time with delegates may be EITHER in group sessions OR some may be delivered one-to-one and/or on delegate premises. Slides you must use are marked: THIS SLIDE IS MANDATORY . Where the activity is mandatory it is marked: THIS ACTIVITY IS MANDATORY (but you may change or omit the slide). PLANNING Session These slides correspond to the previously released “WORKSHOP 1” slides. If you are holding a separate (possibly larger) PROMOTIONAL event, delegates may already have covered the first part of this session (including MANDATORY elements). They may then begin to work on the ‘real material’ from Step 1 (Slide 17) in the PLANNING session. You need to review this presentation and delete slides that are not required for your delegates.
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