Last week, I mused about the balance between the goals that I need to deliver and the goals for the team. Probably the most effective thing I did this week was to help teams think about how we articulate their work in terms of outcomes for residents. We’ve been using the OKRs approach to strategic planning, so that we can measure progress against the goals regularly, and change our approach when it’s not moving sufficiently towards the objective.
Given that, I wanted to celebrate some of the ways we’ve been making things better this week:
A better experience for people calling frequently – we’re dedicating time to calling people who have had to phone us frequently in order to make sure we’ve got to the heart of the problem. That requires good preparation – we’d make things worse if we picked up the phone before we understood all the things we already knew – and a skilled advisor who knows how to make our services work for people. Bukkie and the team have done this well so far, and have tangible examples of things we’ve been able to unblock by having a good conversation with a frustrated resident.
Understanding the planning system – our data platform helps us bring data together, safely and ethically. We can use this to better understand our systems and processes which then enables us to understand what we can do differently. Adam showed the planning service a comprehensive tool that enables the team to start generating hypotheses and plans for how we can improve the customer journeys.
Staying safe online – there’s lots of maintenance that goes into helping people stay safe online. We’re getting better at how we manage the security certificates that reassure web browsers, and therefore users, that our services are safe. Darren and team essentially brought management of the service in-house and did a good job of this week’s refresh.
Faster product development – we’re using a tool developed by Spotify (Backstage) to make the process of product development faster. That enables us to speed up learning what our users need, which is one of the metrics I’m obsessed about. It’s been a hope for a while, and lots of different people have contributed, but Stuart was able to show the team where we’ve got to, and people were excited about what next.
A professional, relaxed welcome – we’re evolving how we welcome residents into our service centre, as COVID restrictions continue to change. We’ve got a new reception desk so that we can welcome people into the building, ensure colleagues are safe but also try and shift the power dynamics so that it’s not an overwhelming experience for people who need our help. Well done to Nicola, Paul and the team for pushing this forward.
In the interests of balance, there are a few things we’re grappling with at the moment:
We’ve been grappling with a difficult data migration challenge for some of our licensing services. The old database was complex, expensive and probably over-engineered so it’s taken painstaking work to understand how to map the information to the new system. We’d swarmed around it in the last few weeks to increase the chance of success. And then at the last minute, a key team member was ill.
We’ve had some complaints recently about one of the systems we use. Given the number of successful transactions, I think I was slow to notice. But it also appears that we’re not the only Council that’s experiencing problems. A challenging integration means we also had to delay making a new system live. The two things aren’t connected – but both indications that it needs extra attention.
Our refreshed customer satisfaction survey has now been running for a fortnight and revealed that only half of residents think we’ve clearly told them what will happen next. One of our core principles for a good conversation is to ‘be the guide’. So we need to dig into this and identify some improvements that we can make.
We’ve also been organising a fortnightly meeting for senior leaders to talk about ‘tech priorities, progress and problems’ (because I liked the alliteration). It takes a few hours to prepare for, but seemed important for openness and collaboration. Attendance hasn’t been great, and is falling off, so we need to think about what needs to change.
Next week I might actually be away. We’ve got a few days in Cornwall, around my wife’s birthday. I’m not optimistic for the quality of the 4G connectivity so I may literally have to switch off.