Issue - meetings

The Board received a presentation from the Head of Business Transformation and the Transformation Manager on the subject of Systems Thinking (Appendix B). 

During consideration of this item the following issues were discussed in detail:

·                Service transformation was not a traditional top-down approach to changing services.  Instead, the process focused on meeting the needs of the customer.

·                Specialist support could be provided by the Business Transformation team to enable service transformation to proceed effectively. 

·                Service transformation also made use of the expertise of officers involved in delivering services.  Staff were involved in capturing demand and trialling proposed changes to services. 

·                Recent examples of service transformation included changes to bulky waste collection that had been trialled in the district.  As part of this trail rather than undertaking separate journeys collections were made by teams operating within the vicinity and customers were being provided with choice over the timing of appointments, which had already had a positive impact on customer satisfaction feedback.

·                There had been instances where staff had held differing opinions about the benefits of proposed changes.  The primary method for addressing these disagreements was to trial proposed changes, which enabled Officers to learn whether a different process would work effectively.

RESOLVED:

(a)       that regular updates and seminars, focusing on the transformation of particular services, be provided to Members; and

(b)       that the report be noted.