CHANGING SERVICES & SYSTEMS -IS CULTURE MORE IMPORTANT THAN STRATEGY?

GILL BROWN – BR IGHTER FUTURES J ENNY EDWARDS & DAV ID FORD- TAPROOT

"It took me ages to get my voice. Now I've got it, I'm going to use it. I've just got too much expertise in my addiction to let it go to waste“ - Stoke Expert Citizen

"This is changing things for a whole generation" - Senior Local Authority officer

2

@expertcitizens

http://www.youtube.com/watch?feature=player_detailpage&v=2wtlpOamcao

3

Systems change"There's been too much assessing and not enough listening and engaging. We need to rip up the old rule book and just do what makes a difference” Senior local authority officer

Better public services require deep and fundamental change

Shift from consumers of service to active participants in delivery

So that : Stigma and discrimination is challenged

Policy makers understand the problem

Services respond better to needs

5

Golden Ticket StandardsStaff show respect for equality and diversity, look for unconscious bias and to seek to understand and challenge discrimination.

Golden Ticket services treat everyone as unique.

Golden Ticket services commit to regular feedback to hear the experience of people using services and their proposals for change.

Golden Ticket services respect what people tell them.

Golden Ticket services accept that if people complain it is because they are dissatisfied and respect their feelings.

6

Supporting the change (Kotter)1. Increase urgency - inspire people to move, make objectives real and relevant.

2. Build the guiding team - get the right people, emotional commitment and mix

of skills.

3. Get the vision right - strategy, focus on creative aspects

4. Communicate for buy-in - involve people, communicate the essentials

5. Empower action - remove obstacles, enable constructive feedback

6. Create short-term wins - set achievable aims

7. Don't let up - encourage determination & persistence

8. Make change stick - weave change into culture

"Fulfilling lives is still some months away from going live, yet the change has already begun" Expert Citizen

7

8

Exercises

1. The Future in 2022 – how has culture changed? What does it look like?

2. What were the assets we found in Lived Experience that got us there?

"We want to be positive examples of what we can achieve, most importantly we want to offer that inspiration to others." - Expert Citizen