As part of the Transformation Challenge Award, Cornwall Council and their partners are looking to design a radically different approach to the delivery of information and support services. The aim is to design a system that will encourage collaboration between service providers, improve services for citizens and save money by reducing preventable demand for information and support.
A collaborative model for change
Public services are operating in an increasingly resource-constrained environment. At the same time, demand for high cost intensive services is spiralling out of control. Organisations are under huge pressure and citizens risk being undermined. How public services are provided in the future, and by whom, requires a fundamental re-examination and possibly a radically different approach.
The Department of Communities and Local Government (DCLG) set up a ‘Transformation Challenge Award’ (TCA) Fund to support public service transformation. This fund was available to help local authorities re-engineer their business practices and redesign service delivery. In October 2014, Cornwall Council – supported by five organisations from the Voluntary, Community and Social Enterprise (VCSE) Sector – submitted a successful bid to improve how Cornwall Council works with the VCSE Sector and encourage ambitious plans to work in partnership.
The VCSE sector is highly valued by the Council – approximately £77m of Cornwall Council’s addressable revenue budget is spent with organisations in the VCSE sector. However, as central government funding is reduced, cuts to some of these services are planned. It is essential that the skills and experience in the VCSE sector are harnessed to ensure that citizens continue to be supported – particularly the most vulnerable client groups.
Cornwall Council comissioned Made Open to provide Service Design support to TCA. With an initial focus on debt and welfare support, we began the project by conducting a strategic review of 60 Council commissioned Information Advice and Guidance (IAG) contracts. This revealed that a lack of collaboration between partners was causing failure demand. We then conducted resident engagement across the county which highlighted that many citizens have complex needs, requiring organisations to work together better to ensure a person’s whole needs are being met. We identified a number of issues and opportunities for improvement in the whole system.
Together with service providers and residents, we have co-designed a collaborative service delivery model that we believe will:
Designing a ‘whole system’ service blueprint
Notes: Some of the recommendations proposed in the Service Blueprint require a contractually bound approach that is viable to both Cornwall Council and delivery partners.
Click here to view a summary version of the service blueprint.
Cornwall Council and service delivery partners are now working together to develop feasibility and implementation plans for these recomendations.
For more information about the project, please contact email@example.com