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ISSUE 12

an online interactive publication

WINNERS Special Issue

Featuring Rishi Sunak MP introducing the tenth anniversary of our awards

iESE AWARDS

To find out more about the Awards, the winners and how to apply click on this video link: www.iese.org.uk/ public-sector-transformation-awards


C O N T E N T S

I N T R O D U C T I O N

Introduction to the Awards 2019 by Rishi Sunak MP

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biggest passion, as Minister, is making sure that taxpayers’ money is used in the best possible way, and I’m delighted to be at an award ceremony that promotes transformation, entrepreneurship and efficiency, driven by the leading organisation in the field. I want to thank all of this year awards winners. Receiving an award is a great achievement and a recognition of all your hard work. You have all made a big difference to your residents, leading the way in efficiency and Rishi Sunak MP transformation, so my congratulations to you all.” To read the rest of the Minister’s speech, please go to https://www.iese.org.uk/news/mp-rishi-sunak-transformation-awards-2019

“My

Introduction from Dr Andrew Larner, Chief Executive at iESE. AWARDS:

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A few words from Councillor Paul Bettison and Dr Andrew Larner

Digital Transformation. Intelligent Council.

hilst this is iESE’s 6th year as a not-for-profit social enterprise, we have been supporting the transformation of local public services as a voluntary network of council, police, fire and ambulance organisations since 2004. The foundation of our Paul Bettison, Dr Andrew Larner, iESE Ltd Chairman Chief Executive work together was to share best practice. To learn from our collective experiences. Sharing our ideas and experiences of new ways of working is essential to making the service improvements and the cost savings we all need. Which is why we created these Awards.

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Page 4 Reinventing Local Services. Working Together.

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Our purpose in judging the awards is to identify stories of innovation that have made a meaningful impact. Over the last year few years we have been challenged by the exciting way in which services were being integrated across traditional public sector boundaries and defying categorisation. Not only has this trend continued but we have seen nominees that have gone far beyond statutory duty to serve their community in a way that is also in the interests of the whole public sector. Reshaping and rewiring how our services work for the benefit of all.

Community Focus – Place. Community Focus - People.

Page 6 Transformation in Health & Social Care. Transformation in Environmental Services.

Page 7 Innovation Award. Ambulance Service of the Year. Fire and Rescue Service of the Year. Police Service of the Year. Council of the Year.

EDITORIAL CONTACTS TRANSFORM IS PRODUCED BY: iESE www.iese.org.uk Tel: 08434 878 026 Email: enquiries@iese.org.uk

Over the years we have seen quite literally thousands of submissions. We have seen the awards grow with nominations from all parts of the UK; it is great to see the number of submissions increasing alongside the increase in range of local public sector organisations with this year seeing our first submissions from Ambulance services. In this diversity is our strength and I would like to thank everyone who made a submission for their efforts, not only in the projects that they have undertaken, which mean so much to residents and local businesses, but also the time and trouble that they have taken in making your submissions. We hope that these awards will help us all to continue transforming our local public services.

A word from our sponsors Berkeley Group builds homes and neighbourhoods across London, Birmingham and the South of England.We are made up of six autonomous businesses: St George, St James, Berkeley, St Edward, St William and St Joseph. Berkeley builds homes for everyone: from families to first time buyers, students to older people, and luxury living to affordable housing. Our focus is on placemaking not just housebuilding. That means creating strong communities where people from all walks of life can live comfortably together. We take a holistic approach to placemaking, which goes beyond the conventional role of a developer and puts the strength and wellbeing of the wider community at the heart of every plan. In the last 5 years, we have contributed £1.7bn to community facilities and affordable housing, and built over 19,500 homes.

Netcall’s purpose is to empower organisations to simplify digital transformation.

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There is a sense of urgency around transformation, but it comes at a cost. Time, resources and money are scarce. All too often, new rip and replace solutions are expensive and inflexible. They need you to change the way you work. It’s not useful or sustainable.

CREDITS: Editorial by: Vicki Arnstein Designed by: SMK Design Views expressed within are those of the iESE editorial team. iESE is distributed on a triannual basis to companies and individuals with an interest in reviewing, remodelling and reinventing public services. © Copyright iESE 2019

Take transformation into your own hands. Gain the tools you need to develop solutions that quickly move your processes, communications and culture forward. The Netcall Low-code platform gives you everything you need to build, deploy and improve apps without coding. So what makes Netcall different? Easy to use, functional, smartly designed tech that brings business experts and in-house developer talent together so they can collaborate on solutions as one team. You’ll feel reassured by the evidence of our customer’s history of success. If you are looking to transfer knowledge internally, work pragmatically and lead iterative transformation from the ground-up, do get in touch.

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A W A R D S

H I G H L I G H T S

Digital Transformation This award is for the innovative use of digital tools and technology, from remodelling existing services, to creating totally new services that lead to an improved outcome. GOLD WINNER: AYLESBURY VALE DISTRICT COUNCIL For their use of Artificial Intelligence in its customer services. AVDC’s pioneering use of digital techniques now includes the use of Artificial Intelligence to revolutionise its customer services. The system learns from responses to past queries and creates automated answers to be used by human agents to respond more quickly, freeing up time for more complex queries. AVDC has also become the first UK council to be accredited on Amazon Echo’s Alexa technology. Residents can organise services, such as assisted bin collection, through Alexa alone.

SILVER WINNER: THE KENT PUBLIC SERVICE NETWORK For their Govroam service. The Govroam service transforms collaborative working across Kent’s Public Sector. Govroam is enabling roaming Wi-Fi services, providing seamless, secure connectivity for 30,000 Public Sector staff in 16 organisations in over 400 locations across the county. It is supporting the safeguarding of vulnerable adults, helping join up Health and Social Care, improving collaboration between Local Authorities and Universities, supporting resilience across the county during severe weather and is even replacing Council’s corporate Wi-Fi solutions.

BRONZE WINNER: SOUTH HAMS DISTRICT COUNCIL AND WEST DEVON BOROUGH COUNCIL For their use of digital techniques in imporving their customer services. South Hams and West Devon’s radical transformation began back in 2013 and has produced significant financial savings year on year, however it wasn’t until Storm Emma hit Devon in March 2018 that the full extent of the benefits of this change became evident. The improved customer service saved money and protected frontline services. However, in doing so, there was a dramatic improvement in service resilience in the face of an exceptional weather event, reduced our carbon footprint, increased staff moral and boosted service efficiency.

Intelligent Council This award is for the better use of data in better decision making, transparency and understanding community need, as exemplified in the Local Government Association’s Intelligent Council Initiative. GOLD WINNER: INSIGHT BRISTOL For their data analytics hub. Insight Bristol is a data analytics hub comprising of Avon and Somerset Constabulary and Bristol City Council staff. The team has created a number of state of the art analytical tools and the Think Family Database; a pioneering database which pulls together data from around 30 different public sector sources to create a rich and diverse dataset covering 54,000 families across the city of Bristol. The analytical tools are currently in daily use across the city, providing real time access to safeguarding data allowing staff to make informed decisions. Predictive risk analysis utilising this data enables the city to target those most in need and deliver truly effective early intervention.

SILVER WINNER: STIRLING COUNCIL For its pioneering work on Universal Credit. Stirling Council has, in conjunction with partner agencies, reinvented how it delivers services for young people who are in, or on the edge of care, to improve outcomes for some of our most vulnerable children. This was underpinned by the gathering and analysis of data over a 10-year period which informed the planning of services. Existing data was analysed to inform the historic and current picture and projected forward in a trend analysis.

BRONZE WINNER: BABERGH AND MID SUFFOLK COUNCILS For their database in collaboration with Exacom. Babergh and Mid Suffolk Councils with Exacom have developed a comprehensive, interactive, real-time, publicly accessible database. The database provides transparency of the Community Infrastructure Levy (CIL) and Section 106 developer contributions and obligations for a wide range of stakeholders. The first of its type in the UK, directly delivering on Council objectives of transparency and the requirements of National Planning Policy Framework, experiences have been shared with MHCLG to help share and develop best practice.

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Don’t forget to grab our latest edition of our magazine that captures public sector transformation at www.iese.org.uk/transform-magazine. We are always looking for interesting projects in local government to share with the sector, if you want to get your story out there please contact annabelle.spencer@iese.org.uk

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H I G H L I G H T S

A W A R D S

Reinventing Local Services This award is for totally transforming the way that services work and improving outcomes for the local community (residents or business). GOLD WINNER: METROPOLITAN POLICE SERVICE For their One Met Model (OMM). The One Met Model (OMM) is a bold and ambitious transformation set by the Metropolitan Police Service. The journey of this involved enterprise-wide business design, spanning people, process and technology; business change covering c.45,000 roles across the whole organisation; and portfolio management across 12 strategic programmes with the aim of improving service delivery. Through this comprehensive portfolio comprising nearly 100 projects and investing circa £2bn, the transformation is having an impact that matters to Londoners, officers and staff.

SILVER WINNER: SOUTH STAFFORDSHIRE COUNCIL For their Efficiency and Income Plan. South Staffordshire Council has an entrepreneurial ambition to marry public sector values with commercial returns. The council looked outside the sector to an entrepreneur and equity investor, using commercial methods to explore new income generation ideas. By thinking and doing things differently they developed a Council wide Efficiency and Income Plan (E&I), which is now generating £1.1m annually, reducing the councils budget spend by 10%.

BRONZE WINNER: CHESHIRE EAST COUNCIL For the reinvention of their Registration Service. The reinvention of the Cheshire East Registration Service was built firmly on collaboration between business the wider economy and the council. The service received the highest rating possible from the inspection of the General Register Office. And generated a record level of income, over £1.5m in 2018 / 19.

Working Together This award is for simplifying the way that residents and local businesses deal with public services, bringing together multiple contact points, removing the barriers between organisations and moving resources closer to the customer. GOLD WINNER: LEWES AND EASTBOURNE COUNCILS For their Joint Transformation programme. Lewes and Eastbourne have brought the two council’s staff teams together through a Joint Transformation Programme whilst at the same time embedding a culture of innovation, creativity and commercialism to deliver a range of commercial solutions to tackle our financial, economic and social challenges. The Joint Transformation programme has created a common platform of service delivery and saved £3.4m a year. Jointly Lewes and Eastbourne operate 5 commercial programmes, noted in the LGA peer review for the breadth of commercial activity.

SILVER WINNER: HEDDLU GWENT POLICE AND WELSH AMBULANCE SERVICE TRUST For their Joint Response Unit. A Joint Response Unit to address incidents where Police Officers require the attendance of medical assistance/advice. A Unit was established with 4 Paramedics and 10 Special Constables with enhanced first aid training. 3 out of 4 incidents no longer require further Ambulance Backup, releasing Emergency Ambulances, Rapid Response Vehicles and Police Officers back into the system. This approach has now been taken up and rolled out in Police Forces and Ambulances Services throughout the UK.

BRONZE WINNER: HAMPSHIRE COUNTY COUNCIL For their Minibus Scheme. Instead of commissioning the services of commercial transport operators, the Council purchases minibuses, and provides these to mainstream schools, special schools and further education colleges allowing them to deliver home-to-school transport. The scheme is delivering savings of over £250,000 per annum so far and gives schools a new minibus on their premises which they can use outside of the home to school transport service.

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A W A R D S

H I G H L I G H T S

Community Focus – Place This award is for the organisation that transforms its local area through engaging with the community in new ways or developing community assets and facilities that regenerate the area and community. GOLD WINNER: EAST AYRSHIRE For the development of Barbieston Road. Barbieston Road is an affordable housing development located in Dalrymple, East Ayrshire, comprising 11 two bedroom sized properties including 2 two bedroom homes specifically designed for older and ambulant disabled residents and one wheelchair accessible bungalow. Standardised house types, layouts and specifications have been devised to allow for a more efficient use of resources in the procurement, delivery and longer-term maintenance of the new homes. The design is future-proofed for example through the inclusion of full wet rooms, ensuring the homes do not evict residents through a change in circumstances.

SILVER WINNER: FOLKESTONE AND HYTHE DISTRICT COUNCIL For their development of Area Officers. Area officers provide a visible, proactive resource based in the community and a ‘go to’ person for Ward Members, local businesses and residents acting as the eyes and ears of the council. Each Area Officer works as a part of a team, resolving issues where possible on first contact. The Area Officer pilot has engaged, involved and empowered residents, community groups and businesses together with the voluntary and community sector to take an active part in supporting their local area to help raise awareness of community issues, tackle community issues, building confidence and inspiring joint working.

BRONZE WINNER: SOUTH KESTEVEN DISTRICT COUNCIL For their transformation of Wyndham Park. Wyndham Park in Grantham has been through a dramatic transformation through a scheme. This included capital works such as: a new visitor centre, toilets and changing rooms, and; a volunteer hub and community meeting room. Delivery also included upskilling staff, an amenity horticulture apprenticeship, supporting volunteers and encouraging community ownership.

Community Focus - People This award is for the initiative that does most to reinvigorate the local community, identifying, harnessing and creating capacity in the local community, creating greater resilience, better life chances and less dependency on public services. GOLD WINNER: WEALDEN DISTRICT COUNCIL For their collaboration with iChoosr in helping residents save money on energy. Wealden District Council partnered with iChoosr, to help residents save money on their domestic gas and electricity bills by collectively buying energy together. Energy companies attempt to outbid one another to provide households with cheaper energy tariffs. The aim for the council was to engage with as many residents as possible, to allow for optimum savings. The first auction saw 198 people switch energy supplier, making total savings of £55,000, with further auctions leading to a total savings of £217,000 for a further 953 residents.

SILVER WINNER: CHESHIRE FIRE AND RESCUE SERVICE For their Safety Central centre. Safety Central is a £4.5m interactive safety and lifeskills education centre near Warrington, officially opened in September 2017. Safety Central is exploiting the potential to target vulnerable people of all ages ‘at risk’ of injury or harm. Safety Central has welcomed over 9,200 visitors, including approximately 5,500 children and young people, all better informed to consider the consequences of their actions and decisions.

BRONZE WINNER: REDCAR AND CLEVELAND BOROUGH COUNCIL For their Apprenticeship Team. The council’s Apprenticeship Team took on 93 new apprentices in 12 months, aged between 16 and 60; at the same time, the team fulfilled the Council’s social responsibility by offering opportunities to some of the most vulnerable members of the community. 25 NEETS have been supported into an apprenticeship, and the Looked After Children pledge ensures 10% of apprenticeships go to young people in care

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H I G H L I G H T S

A W A R D S

Transformation in Health & Social Care With increasing demand and reducing budgets, re- thinking the delivery of care services is essential. Submissions can be based upon transforming access to services, remodelling the service, working in partnership or a combination of all three. The winning submissions will have demonstrated the greatest impact for customers of health and social care. GOLD WINNER: TRAFFORD COUNCIL For their Let’s Talk initiative. Trafford Council’s Let’s Talk initiative to help in terms of preventative services and community support. Any person coming through the front door of Adult Social Care receives support that focuses on their own strengths, builds personal independence and resilience, and utilises existing assets, networks and support. This represents a move away from ‘assessment for service’ as the approach advocates dynamic conversations that facilitate different responses according to the circumstances at the time. As a result, people are more independent, more resilient and as a result their health and wellbeing can improve.

SILVER WINNER: DUDLEY MBC For their work on transforming adult social care. Two years ago, Dudley was 132nd out of 152 local authorities for delayed transfers of care. Over 9% of beds were occupied by people who were ready to be discharged. Dudley has implemented a number of care pathways and created a bespoke reablement service. As a result, Dudley has achieved top quartile of performance. The NHS target for avoiding delayed discharge is being met consistently and 92% describe their discharge as good or very good.

BRONZE WINNER: BRACKNELL FOREST COUNCIL For their community-run dog service: Dogs for Good. After a successful pilot, Bracknell Forest Council launched its formal partnership with Dogs for Good and the UK’s first ever council-run community dog service in November. Golden Retriever – Labrador cross Lexi and her handler Lucy work in partnership with the council to support people of all ages with a range of needs across the borough, aiming to increase their independence, improve their wellbeing and, where possible, adjust support packages to reduce the long-term cost to the council.

Transformation in Environmental Services This award is for transforming the way that services are run, for using waste as a resource and preventing the need for disposal and working in partnership to improve the service. The winning submissions have demonstrated impact for customers of waste and environmental services. GOLD WINNER: EAST AYRSHIRE COUNCIL For their improved collection service. East Ayrshire Council introduced a new and improved collection service. This transition required an effective and tailored communication strategy to ensure smooth delivery. A range of traditional and modern communication methods were deployed to ensure that everyone in our communities was clear about the new arrangements. East Ayrshire Council was the first local authority in Scotland to commission the use of kerbside sort vehicles and recycling trolleys. Four years on, household recycling and composting of household waste has increased significantly.

SILVER WINNER: FOLKESTONE AND HYTHE DISTRICT COUNCIL For the development of Area Officers to improve area appearance. Folkestone and Hythe Area Officers ran a pilot supporting the improvement of the areas appearance, a key corporate objective. The service was co-designed with local stakeholders ensuring that community ownership was there from the start. 30 community engagement and corporate responsibility events have been organised with residents and businesses getting out into the District taking ownership of issues that concern them. Over have 3,000 issues were resolved from removing graffiti and out of date notices, to removal of fly tips.

BRONZE WINNER: WELSHPOOL TOWN COUNCIL For improving their street scene service. Welshpool Town Council took over the street scene service from the County Council in 2016. The Town Council recycles all it can via various collection agencies and underlined it commitment by investing £100,000 in a Waste Burner Unit which provides heat and refrigeration for its local area. The Council team cleans, litter picks, clears litter, weeds and empties bins in the main street in the Town Centre every and every other area in the town monthly. Since taking over the service, the weeds have all but gone, open spaces are cut and clean, and there is no fly-tipping.

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Innovation Award This award is for developing and/or bringing to market new innovative technologies or ways of working that can transform the delivery of a local public service. It can be a struggle for small businesses to bring new innovations to the public sector. This award is therefore not only open to the public and third sector but also the private organisations. GOLD WINNER: SURREY COUNTY COUNCIL ANALYTICS HUB The Analytics Hub is working with Surrey University to develop the use of simulation to evaluate the likely impact of proposed changes. This will inform commissioning decisions, improving outcomes and value for money, for looked after and children and children with special educational needs and disability.The commissioning tool for local government is itself an innovation, as this type of tool is more frequently adopted in the context of the development of national policy, especially with regard to environmental rather than social policy.

SILVER WINNER: STIRLING COUNCIL CIVTECH Stirling Council was the pioneering local authority in Scotland in terms of our participation in CivTech 2.0. CivTech brought together private sector businesses, public organisations and citizens with the aim of developing more efficient and effective products and services. The programme applied a challenge-based approach to the procurement of public products and services.

BRONZE WINNER: EAST AYRSHIRE COUNCIL For their Community Safety CCTV Vehicle. East Ayrshire Council’s Community Safety CCTV Vehicle was originally introduced into service in November 2017. Its initial remit was to provide an innovative CCTV solution for remote communities beyond the reach of conventional CCTV provision. Since its introduction, the Community Safety CCTV Vehicle has proved to be a far more impressive and comprehensive solution than first conceived.

Ambulance Service of the Year This award is for an Ambulance Service deemed outstanding in transforming the delivery of its services. WINNER: WELSH AMBULANCE SERVICE TRUST The Joint Response Unit of the Heddlu Gwent Police and the Welsh Ambulance Service has been described above. Joint working to improve outcomes for patients when they are at their most vulnerable is an important achievement. The way in which the Ambulance Service has worked collaboratively with Police colleagues is in the best tradition of the iESE Awards. The fact that this best practice has been shared and is now being rolled out in other services across the country is testimony to the commitment of the service.

Fire and Rescue Service of the Year This award is for a Fire Service deemed outstanding in transforming the delivery of its services. WINNER: COUNTY DURHAM AND DARLINGTON FIRE AND RESCUE County Durham and Darlington Fire and Rescue undertook a transformation programme with the clear aim to be the best fire and rescue service in the UK. The approach to improving all aspects of the service was root and branch including most importantly the values and behaviours exhibited by all members of the service. The service looked outwards to others and other sectors for lessons learned and developed its own innovations to compliment these lessons.

Police Service of the Year This award is for a Police Service deemed outstanding in transforming the delivery of its services. WINNER: METROPOLITAN POLICE The transformation programme of the Metropolitan Police Service has been described above. The changing nature of crime reduced policing numbers, an increasing population and continued austerity required significant in ways of working. For its enterprise-wide business design, spanning people, process and technology; business change covering c.45,000 roles across the whole organisation; and portfolio management across 12 strategic programmes with the aim of improving service delivery.

Council of the Year This award is for a Council deemed outstanding in transforming the delivery of its services. JOINT WINNERS: LEWES AND EASTBOURNE COUNCILS LDC and EBC built on the proven track record of collaboration to rise to the challenge of the sustained and significant funding reductions over recent years and the increase in demand for services. These programmes have already delivered: • 3 regeneration projects with 2 more under way • 2 housing companies, one to develop the rented sector. With one housing scheme completed and 2 more completing in 2019 • 3 commercial property developments • 3 commercial investments: a telecare company, a broadband company and a care provider • 2 general investments in catering and solar panels The creation of a single management structure isn’t new, albeit that the savings achieved have been significant. However, their entrepreneurial approach, from housing and regeneration to delivering high quality affordable broadband, has targeted key community needs building capacity and resilience of residents and businesses alike and helping their communities to thrive.

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Transform Issue 12 - 2019 Awards Winners  

Transform Issue 12 - 2019 Awards Winners