NWoWNew Ways of Working

Multi Agency Collaboration in Adult Services

28th June 2007

Asad ButtImproved Ways of Working Programme Managerasad.butt@newham.gov.uk 07888 668210

NWoWNew Ways of Working Agenda

• Why we need it• What we are doing:

– Vision– Case management– Network and existing systems– Flexible working– Sharepoint to fill the need for

collaboration outside of case management

• Challenges and lessons learned

NWoWNew Ways of Working

• Dec 05 CSCI– characteristics of high performing councils

• July 05 Commissioning a patient-led NHS, Department of Health, 2005

• Jan 06 Cabinet and PCT Board decision on Adult Services structure

• Feb 06 ‘Our Health Our Care Our Say’ – White PaperNew direction for community services – Closer to peoples homes– Better coordination between Councils and NHS– Improved information sharing– Increased choice and control for service users

• Oct 06 ‘Strong and Prosperous Communities’ – Local Govt White Paper

• Dec 06 New Outcomes Framework for Performance Assessment of Adult Health and Social Care

Drivers (1)

NWoWNew Ways of Working

• Adding value to peoples lives, – increasing their choice & control of services, – promoting health & well-being, – inclusion & opportunity, – enabling independence.

• Managing and providing effective services through integrated health and social care pathways.

• Delivering high quality performance.• Adults Services – clear direction (integrated with

Health and Community & Culture)• Key moment to capitalise on new management

structure and seize business led change

Drivers (2)

NWoWNew Ways of Working

• Service Delivery• Team working• Performance Mgmnt &

reporting

NWoWNew Ways of Working The Newham Locality Vision

• A single Health & Social Care Record combined with a single care plan– A single view of the person across the

locality, enabling safe, secure and appropriate presentation of all relevant information.

– A single holistic care plan facilitated by the above

NWoWNew Ways of Working The Newham Locality

LBN NPCT

NUHTELCMHT

N3

CF

Rio MH

Rio C

EPROrionSepia

CMS

eSAP

EMIS

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Achievements to date

Achieved NHS Code Of Connection NHSNet/N3 connection Information sharing agreements in place Completed SAP secure email Pilot Way forward on eSAP locality solution Technology Delivery

Access to Cerner EPR from LBN Access to Sepia from LBN Access to Serco Community Matron system from LBN Access to CareFirst from PCT, MHT and NUHT Access to NHS Intranet pages Reciprocal access to LBN, PCT, NUHT and ELMHT

Intranets Reciprocal access to LBN, PCT, NUHT and MHT email

addresses Reciprocal access to LBN, PCT, NUHT and MHT phone

numbers Locality access to secure email

NWoWNew Ways of Working

Asad Butt- Newham Adult Services 07888 668210

Business

Technology

Service Delivery

Info Governance and Sharing Protocols

Secure Infrastructure

Application foundation

Care records Email Authentication Dir Intranet

Process supportKM Trg & Dev HR Finance Reporting

Shared complete view of the

person

Perform

ance Measurem

ent

Change working practices

IntegratedStreamlined Processes

What new thingsCan we do?

What current thingscan we do differently?

EnvironmentalChanges

PolicyChanges

NWoWNew Ways of Working Flexible working tools

• Enabling technology– OWA– Push email– Terminal server– Tablets– VOIP phones– Wireless LANs– Broadband– 3G Cards

NWoWNew Ways of Working Flexible working tools

• Enabling technology– OWA– Push email– Terminal server– Tablets– VOIP phones– Wireless LANs– Broadband– 3G Cards

NWoWNew Ways of Working Flexible working tools

• Enabling technology– OWA– Push email– Terminal server– Tablets– VOIP phones– Wireless LANs– Broadband– 3G Cards

NWoWNew Ways of Working Flexible working tools

• Enabling technology– OWA– Push email– Terminal server– Tablets– VOIP phones– Wireless LANs– Broadband– 3G Cards

NWoWNew Ways of Working Flexible working tools

• Enabling technology– OWA users– Push email users– Terminal server– Tablets– VOIP phones– Wireless LANs– Broadband– 3G Cards

• Flexible working types– Mobile worker– Nomadic worker– Home worker– Occasional Home Worker– Ad-Hoc Home Worker– Office Worker– Partner Agency Worker

Role Allocated Desk

Hot Desk Touch Down Desk

Touch Down Point

Shared Meeting Space

Desktop PC ? USB Hub (cheap docking station)

Terminal Server

(If Desktop Hotdesk)

VOIP – Desktop Phone

? ? ?

LAN Access ? Wireless (local area wireless - TBA)

?

NWoWNew Ways of Working No formal evaluation

but….• Take up is strong

– Councillors– Managers– Practitioners– 2900 OWA/Terminal server users– >580 Push email users

• Logically– Improve meeting attendance & preparedness.– Address work/life balance challenges.– Deliver overall efficiencies in the day to day operations undertaken.– Enable the manager to work effectively from any location.– Decision making effectiveness improved.– Provide a financial benefit from the use of mobile technology.– Improve the ability to respond to emergency situations in a timely

fashion.• Anecdotally people like it

– www.egovtv.tv– "Can respond to issues using phone when not always possible to use

laptop" – “stops me worrying if I have not been able to get back to the office” – “I can work at times more convenient to me”

“you will have to pry it from my cold dead hand”

NWoWNew Ways of Working

Business

Technology

Service Delivery

Info Governance and Sharing Protocols

Secure Infrastructure

Application foundation

Care records Email Authentication Dir Intranet

Process supportKM Trg & Dev HR Finance Reporting

Shared complete view of the person

Perform

ance Measurem

ent

Change working practices

IntegratedStreamlined Processes

What new thingsCan we do?

What current thingscan we do differently?

EnvironmentalChanges

PolicyChanges

VDSB>R

SharePoint

NWoWNew Ways of Working Challenges and enablers

• Currently different network drives n and z eg forms, budgetry info. Each only available to half the team.

• PCT caseload Database – only available to PCT• Calendar access –LBN people can not see PCT diaries and vice

versa. Some PCT people use whereabouts sheet rather than Calendar.

• Meeting rooms and other common resources available to be booked by the whole team

• Local policies and procedures not always up to date or easily located

• Minutes of mtgs not always available e.g. team, mgmnt, H&S etc

• Images are used for accessibility of information – distributed across many places

• Sharing and publishing info to the LD Internet site• Internet – links to BILD, CSCI, HCC, Valuing people, FPWLD,

DoH, etc• Number of contact lists not always up to date• Team calendar for important mtg eg partnership boards etc• Cautionary Contacts currently only available to LBN people

NWoWNew Ways of Working Solution

• SharePoint site– 100 people– 2 networks– Offering

• Document libraries• Team sites• Meeting sites• Project sites• Resource booking• Announcements• Discussions• Surveys• Whereabouts• Shared Contacts• Shared Favourites

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NWoWNew Ways of Working Very early days but…..

• The major benefit groups identified are:– Strategic enablement of a true partnership through

a common infrastructure– Improvement in team cohesion and morale– Some improvements to the Quality of Service– Process Improvement, leading to some productivity

benefitsOGC Category Count (see detailed table

below) Economy 2 Internal Management 0 More motivated workforce (Morale) 3 Process Improvement (Productivity / Efficiency) 12 Quality of Service 11 Risk Reduction 2 Strategic fit 2 Revenue enhancement and acceleration 0

NWoWNew Ways of Working

Benefits Description Benefit Type Delivered By 1. Shared infrastructure available to

both PCT & LBN Networks Strategic Implementation of SharePoint to the entire Learning Disabilities Partnership

2. Enablement of new partnership working patterns

Strategic Having a common infrastructure increases the cohesion across teams and encourages staff to work in partnership.

3. Improved ability to work from home and other locations

Productivity SharePoint provides a common infrastructure to all team members in the Partnership. Documents are accessible from any location that has access to either PCT or LBN network.

4. Controlled release of Announcements

Productivity The Partnership Home Page lists the latest 2-3 announcements from all teams. In addition, each service discipline has its’ own team space which lists announcements relevant to that discipline.

5. Central repository for Announcements

Productivity Currently, individual staff managers and managers are consulted to disseminate knowledge; this is a nagging demand on their time.

6. Central repository for Announcements

Productivity Managers are required to attend team meetings (e.g. Health Community team) in order to disseminate information, placing demands on their time. Updating SharePoint is quicker and possibly more effective.

7. Central repository for Announcements

Productivity Discussion has taken place on the effectiveness of the team meetings. It may be cheaper to cancel the meetings, and rely on SharePoint for dissemination and supervision meetings for any individual matters.

8. Central repository for Announcements

Economic There appears to be a heavy reliance on the sharing of documents via e-mail. Once document e-mailed to multiple recipients, then resent to those that lost it…this requires network bandwidth and storage space. It must be recognised that ICT capabilities are usually available in sizeable chucks and, once allocated across a large organisation the costs are negligible. However, there is a minor benefit to ICT support costs.

9. Timely release of Announcements Quality of Service Relevant information about service disciplines is available immediately, rather than disseminated in monthly team meetings. Information bottlenecks are reduced.

10. Timely release of Announcements Morale Staff feel that they are better informed and feel empowered. Currently, managers cannot always attend team meetings to disseminate information. Emailed complaints evidence staff dissatisfaction regarding information dissemination.

11. Personal email administration reduced

Productivity Staff currently receive significant volumes of unsolicited e-mail – for example, Housing Availability lists are sent to all staff within the Partnership. Placing these lists on SharePoint ensures that staff actively seek the information rather than passively receiving unnecessary information. Staff current spend time every week cleaning out their e-mails, drawing them away from other duties.

12. Informal discussion encourages cohesion across the Partnership

Quality of Service The discussion forums allow anyone to enter into a discussion; boundaries of service disciplines are diminished and the collection of knowledge is greater.

13. Informal discussion encourages cohesion across the Partnership

Morale The discussion forums allow anyone to enter into a discussion; boundaries of service disciplines are diminished.

14. Improved Knowledge Management

Quality of Service Ability to capture links to external information sources (e.g. new Govt legislation, new service provider, research etc) makes it easier to capture and share new knowledge.

15. Improved Knowledge Management

Quality of Service The knowledge that currently resides only in the heads of the 100 staff is put into SharePoint links, Discussions, etc where it is accessible to all, and doesn’t walk out the door when someone quits.

16. Improved Knowledge Productivity A staff member with a query can first look on SharePoint referring to the

1. Staff education on resources available

Quality of Service Easy availability of information on SharePoint encourages staff to learn other’s knowledge. For example, Charlotte East (Housing Broker) is planning to list the types of housing available and their availability, thus increasing others knowledge and reducing demands on her time.

2. Efficient meeting room booking Productivity The current booking system for meeting rooms is paper based, located in Reception. Staff are often unable to ring through via the busy switchboard, so walk down to reception.

3. Efficient meeting room booking Productivity Receptionist is often involved in booking rooms, which is time that could be used for switchboard, meet & greet, or other duties.

4. Efficient meeting room booking Quality of Service Receptionist is often involved in booking rooms, which is time that could be used for switchboard, meet & greet, or other duties.

5. Efficient meeting room booking Risk Reduction Reception space is quite small, and sizeable numbers of staff have been seen gathering in order to book rooms etc causing disruption to reception and causing some OHS risk.

6. Staff & Lone Worker Safety Risk Reduction SharePoint functions such as Discussions will be used to warn staff of potential hazards in the field, such as hostile homes and other hazards.

7. Shared Contact List Productivity The current contact list is an electronic document that is e-mailed out to staff regularly. Staff print paper version, and have difficultly locating the latest version and have to search for contact details. Busy managers are not always able locate the latest version in the email inboxes.

8. Shared Contact List Quality of Service The current contact list is an electronic document that is e-mailed out to staff regularly. Staff and managers are not always able locate the latest version in the email inboxes, degrading service response times in some cases. This has been evidenced by staff emails.

9. Shared Contact List Economy The paper consumption within the Partnership is increasing; current electronic contact lists may contribute to a reducing in paper consumption.

10. Increased Accountability & Responsibility within Task Groups

Quality of Service The publication of task group progress, project progress and budgets, project plans etc on the Governance team site increases the transparency with which the service operates, leading to increased accountability amongst managers.

11. Management Information Dissemination

Quality of Service Availability of meeting minutes in a single, easily accessible place (Governance team site) increases the quality of decision making slightly.

12. Management Information Dissemination

Morale Availability of selected management information in a single, easily accessible place (Governance team site) increases team morale through active dissemination of information and ensuring that staff are informed.

13. Management Information Dissemination

Productivity Managers who are not able to attend meetings are not overly disadvantaged; decisions relevant documents are still accessible via the SharePoint Governance team site. There is also a reduction in personal filing that a manager needs to undertake – meeting documents are not e-mailed, but stored centrally.

NWoWNew Ways of Working SharePoint Lessons learned

• Coordinating practitioners with one ICT department can be interesting. Working with two…………

• Working with a local authority agenda can be interesting. Working with the NHS agenda as well……..

• Responsive ICT support is reqd in the setup stage• Technology can be a challenge but change is the hard part• Senior managment sponsorship is essential• …but so is coal face engagement (super user selection)• Clear links to the core activities and addressing today’s challenges• Be clear about the scope• Do the benefits work up front• Training is required• Maintaining visibility, commitment and momentum is essential• Practitioner find it quite hard to imagine but easy to redesign• It takes longer than you think to get a taxonomy defined• Communication

NWoWNew Ways of Working

Thank you

Asad ButtImproved Ways of Working Programme Managerasad.butt@newham.gov.uk 07888 668210