The Brief
The ‘winds of change’ were blowing once again at Thurrock Operational Services Department. Our role was to help them introduce a new government initiative. There were two main areas of concern:

Creating a paradigm shift. The government paper emphasised a need for change. Although in the long term this would prove a far more motivational way of working, it still required people to fundamentally change their approach, which could in itself prove unsettling.

Introducing improvements based on fact, not opinions. Robust measurement and feedback systems would be called for, to test the effectiveness of services. An appreciation of how to engage in consumer research and how to manage formal audit processes, to produce useful data for continuous improvement, would also be required.

The Solution
Our involvment included research and consultation and concluded with an 'off-site' that achieved the following:

• A clear understanding. Delegates left the ‘off-site’ with a clear understanding of what the initiative entails and what it means to the future of the department … the ‘why’.
• A framework for success. To test and continue the development of a process for engaging in measurement and feedback systems . . . the ‘what’.
• An open mind. Be willing to change perceptions of the way Direct Works operates to achieve the goals and requirements . . . the ‘how’.
• Acting as a pilot. To be an example for the rest of Thurrock Council, and look at how to utilise the learning and share knowledge and experience following this event.