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6.2 planning reform architecture & design scotland

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Six public agencies that work in planning came together to improve collaboration and customer service. They identified common challenges and opportunities to work jointly. Through open dialogue and sharing best practices, the agencies learned from each other and developed a more coordinated approach that is focused on customers and outcomes. Key actions included improving customer service standards, training, and guidance. Continued leadership, partnerships, and communication will be important to drive further changes.

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Supporting Planning Reform: Six Agencies Get Together Public Service Improvement Conference SECC, Glasgow 24th November 2011
6.2 planning reform architecture & design scotland
Background • 4 NDPBs and 2 Executive Agencies • Common thread: planning • Distinct but related roles • Some joint working The Key Agencies Group
Context for change Planning Reform • 2006 Act • Support for sustainable economic growth • Everyone playing their part The Key Agencies Group
Challenges • Culture • Reputation • Outputs Outcomes The Key Agencies Group
Response • Get together • Identify common themes • Open dialogue with customers • Share practice and innovations The Key Agencies Group
What we learned • We had a lot to learn! • Processes change quickly, practice takes longer • Customer focus was under played • We were all doing great things somewhere The Key Agencies Group
Actions • Customer based service • Building skills and improvement capacity – Know your customer – One stop info shop – More customer facing – New shared web-site – Early engagement – Shared commitments – Proportionate advice – Free training events – Clearer service – New approach to standards guidance – Service improvement plans The Key Agencies Group
What worked • Listening to customers • Sharing problems & solutions • Common approach to business • Working together, working apart The Key Agencies Group
New Challenges • Expectations • Driving culture change • Effective communication • Securing wider partnerships • Resources: people, time and money The Key Agencies Group
How we worked • Awareness of challenge • Recognition of common issues • Collaboration to design change • Clear articulation of change • Mandate to implement change • Commitment to deliver change The Key Agencies Group
Key Messages • Leadership is essential The Key Agencies Group
Key Messages • Leadership is essential • Service improvement is easy if you work hard enough at it The Key Agencies Group
Key Messages • Leadership is essential • Service improvement is easy if you work hard enough at it • Partnerships are an outcome The Key Agencies Group
Key Messages • Leadership is essential • Service improvement is easy if you work hard enough • Partnerships are an outcome • Communication is vital The Key Agencies Group
Key Messages • Leadership is essential • Service improvement is easy if you work hard enough • Partnerships are an outcome • Communication is vital • Our work is never done! The Key Agencies Group
6.2 planning reform architecture & design scotland

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6.2 planning reform architecture & design scotland

  • 1. Supporting Planning Reform: Six Agencies Get Together Public Service Improvement Conference SECC, Glasgow 24th November 2011
  • 3. Background • 4 NDPBs and 2 Executive Agencies • Common thread: planning • Distinct but related roles • Some joint working The Key Agencies Group
  • 4. Context for change Planning Reform • 2006 Act • Support for sustainable economic growth • Everyone playing their part The Key Agencies Group
  • 5. Challenges • Culture • Reputation • Outputs Outcomes The Key Agencies Group
  • 6. Response • Get together • Identify common themes • Open dialogue with customers • Share practice and innovations The Key Agencies Group
  • 7. What we learned • We had a lot to learn! • Processes change quickly, practice takes longer • Customer focus was under played • We were all doing great things somewhere The Key Agencies Group
  • 8. Actions • Customer based service • Building skills and improvement capacity – Know your customer – One stop info shop – More customer facing – New shared web-site – Early engagement – Shared commitments – Proportionate advice – Free training events – Clearer service – New approach to standards guidance – Service improvement plans The Key Agencies Group
  • 9. What worked • Listening to customers • Sharing problems & solutions • Common approach to business • Working together, working apart The Key Agencies Group
  • 10. New Challenges • Expectations • Driving culture change • Effective communication • Securing wider partnerships • Resources: people, time and money The Key Agencies Group
  • 11. How we worked • Awareness of challenge • Recognition of common issues • Collaboration to design change • Clear articulation of change • Mandate to implement change • Commitment to deliver change The Key Agencies Group
  • 12. Key Messages • Leadership is essential The Key Agencies Group
  • 13. Key Messages • Leadership is essential • Service improvement is easy if you work hard enough at it The Key Agencies Group
  • 14. Key Messages • Leadership is essential • Service improvement is easy if you work hard enough at it • Partnerships are an outcome The Key Agencies Group
  • 15. Key Messages • Leadership is essential • Service improvement is easy if you work hard enough • Partnerships are an outcome • Communication is vital The Key Agencies Group
  • 16. Key Messages • Leadership is essential • Service improvement is easy if you work hard enough • Partnerships are an outcome • Communication is vital • Our work is never done! The Key Agencies Group