Managing Demand

1. Managing Demand Paul Conneely paul@servicetransformation.org

2. How do we bridge the gap?

3. Future Scenarios Managing decline Redefining relationships Reshaping the relationships between citizens, communities and services Engaging to change expectations behaviours roles • Reducing the scope and role of the council to become providers of the last resort, delivering only statutory provision Retrenchment Co-Production

4. What do we mean by demand? • Excess demand • Dependent demand • Failure demand • Preventable demand • Avoidable demand • Genuine demand Demand that costs Vs. Demand that contributes Manage demand “by accident”, or “by design”?

5. How do we manage demand? • Understanding demand… • Lifestyle, behaviours, drivers? • Socio-demographic. Ethnographic? • Diverting demand… • Preventing demand… • Early intervention • Cultivating resilience… • Independence, self-reliance, self-sufficiency, sustainability • Unpack demand –at the level of: • individual • community • service

6. What are we already doing? • Identifying needs • Anticipating demand • Sharing information, working collaboratively, integrating disciplines • Engaging in co-design and co-production • Managing risk appropriately and proportionately • Thinking holistically • Investing in communities, transferring assets • Releasing the knowledge and capacity of individuals and communities • Cultivating social capital

7. Understanding drivers

8. Thinking holistically

9. Identifying needs “Circle of Customer Need” for an Older Lady Living in Poor Quality Housing Stock Circles of Need by Socio Demographic, Lancashire Older People’s Project

10. Integrating disciplines

11. Integrating disciplines, Managing risks

12. Aspirations Thinking holistically, working collaboratively learn to read and write NEET Left school early Learning & Aspirations Money,Crime & ASB Health Relationship, Family, Housing No GCSEs Poor literacy skills No income – not claiming entitled benefits Be in employment Family links to crime ASB & Crime Prison – YOI: Prison – HMP: Prison – HMP: Comes to regular attention of police Stop alcolhol & drugmisuse Cycle of crime to fund alcohol and drugs Drug & Alcohol addiction Undiag- nosed Depression Suicide ideation/ attempt Dental + Physical + Mental Neglect of Health Poor health – Operation s A+E (following long ignoring of symptoms) Dental Treatments - dentures & extractions Set good example to brother Social Isolation Lives with parents Parental health deteriorates Wants to Live Inde- pendently Overcrowded house Relation- ship breaks Long term relationship 12 14 16 18 20 22 24

13. Co-Producing, Developing Self-Reliance

14. Channelling the community’s know-how http://giffgaff.com GiffGaff’s customers provide their own customer service – good advice and help is rewarded with phone minutes and free texts

15. Investing in the community

16. R Visio

17. Critical Success Factors • Get the "outside view" of the world – start from the citizen’s or communities perspective • Understand the drivers of behaviour • Look for opportunities to manage demand as part of your approach to transformation • Get beyond the presenting problem • Take the long view

18. Concluding remarks… • Paternalism – we know best… • Consumerism – the customer is always right • Neither of those are sustainable • Trust • Data • Time…

19. Role of ICT Professional • Sharing data and information across and between organisations • Generating intelligence and insight • Enabling a single view of the citizen • Supporting collaborative working across the front-line • Engaging citizens and communities in dialogue