6.2 planning reform architecture & design scotland
TRANSCRIPT
Supporting Planning Reform: Six Agencies Get Together
Public Service Improvement ConferenceSECC, Glasgow
24th November 2011
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 improvement– Know your customer– More customer facing– Early engagement– Proportionate advice– Clearer service
standards– Service improvement
plans
• Building skills and capacity– One stop info shop– New shared web-site– Shared commitments– Free training events– New approach to
guidance
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
