What Best Practice Can Do For You
If you're looking to improve the service you provide, then there's nothing quite like
sharing experiences and learning from others. The Cabinet Office's Best Practice
website is a great place to find out what others are doing, and to learn from it.
The website's interactive database is an ever-growing storehouse of tried and tested
solutions. Through the database you can access hundreds of innovative ideas that can
be practically applied to public service - you can even put forward your own ideas for
inclusion. You can search the database using set criteria based around the
principles of public service delivery and the Excellence Model (such as complaints
handling, benchmarking and the effective use of resources) or you can enter your own
search criteria to meet your needs. You can limit your search to a specific sector (eg.
health or local government), or search the whole database.
Here are just a few examples from the site. You can find many more on
the database.
The following examples have been split into several categories select one or scroll
through them all.
Set Standards of Service
Organisational Processes
Consult and Involve
Be Open and Provide Full Information
Policy and Strategy
Innovate and Improve
Put Things Right When They Go Wrong
Encourage Access and Promotion of
Choice
Use Resources Effectively
Treat All Fairly
Work With Other Providers
User Satisfaction
Impact on Society
Publications List
SET STANDARDS OF SERVICE
Longdendale High
School, in Cheshire, has a series of agreements in place so that
everybody - parents, pupils and other providers - can be sure of what to expect from the
school. Home-School Agreements clearly set out the working relationship between the
school, parents and pupils. Each supplier defines what they will supply to the school,
through a Service Level Agreement reviewed and renegotiated each year. Most importantly,
the Strategic Development Plan sets the direction for the school - outlining its aims and
objectives, and the action needed to achieve them.
Each time the London Borough of Wandsworth
writes to a customer or client, it includes
a summery of its service standards and performance. The leaflet also contains a series of
contact names and outlines the council's complaints procedure. This low-cost way of
telling people about the service they can expect has led to an increase in the number of
comments and suggestions received - helping the council to improve the service it
provides.
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ORGANISATIONAL PROCESSES
The Building Control System at Newham Council found that it had problems balancing
workload with the income it received in fees. This was because traditional accounting
rules meant that the fees for large project inspections were payable at the beginning of
the contract - with much of the work taking place after the first year. Amending the
accounting rules has helped the Section improve its planning, and provide a better
service.
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CONSULT AND INVOLVE
Each year, East Thames Housing Group organises a tenants' conference, to help them to
influence the Group's decision-making. Anyone interested is encouraged to attend, as free
transport, a creche and food are all laid on. Arrangements are made for tenants with
dietary restrictions, and translators and signers are made available. The 1999 event
covered a wide range of service-related topics and was judged to have been a great
success, and well worth repeating.
The London Borough of Brent's "One Stop Shop" hit on
the right format for customer comment cards - and managed to increase the proportion of
people replying from 3% to 40%. They put the success down to listening to customers' views
on the style and size of the cards, and providing collection boxes on interview desks.
Users who telephone or write in can also have their say, as pre-paid postcards are
included with any mailed out literature. The new system provides a check on the service's
performance and helps to monitor the relevance and helpfulness of its literature.
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BE OPEN AND PROVIDE FULL INFORMATION
George Ward School in Melksham, Wiltshire has extended the school beyond its buildings
and working hours, by using its website (http://www.georgeward.tctrust.net)
as an interactive communication system. Key information, such as the prospectus, staff
details, the Quality Framework and the school calendar, is supported by curriculum details
and resources for lifelong learning and out-of-school work. The school is currently
seeking sponsorship and leasing arrangements to further extend the system into the homes
of members of the local community.
Down Lisburn Trust has successfully introduced client-held care
plans in a format suitable for all of its users. With the help of a Charter Cash grant
from the Department of Health, the Trust developed versions in the Makaton symbol
language, for users with learning disabilities. Feedback has shown that users appreciate
the improved quality of information.
Council tax payers in Broxbourne receive an extra birthday card on their 75th and 80th birthdays - from the
Borough Council's Council Tax and Benefits Service. These are the ages at which residents
become eligible for enhanced pensioner payments. The cards are an easy, user-friendly way
of passing on an important message.
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POLICY AND STRATEGY
The Governor Support Service of Newham Council wanted to improve the quality of
information given to parents in schools' annual reports. Reports that are readable,
attractively presented and comply with legal requirements are now eligible for a new award
- the 'Newham GovMark'. The number of entrants continue to rise - as does the quality of
entries - so that now some 30% of eligible governing bodies enter. All entrants receive
feedback showing how they can improve.
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INNOVATE AND IMPROVE
Greater Manchester Police run a suggestion scheme called "Forceful Ideas",
designed to create and encourage a free flow of ideas between employees and management.
The scheme is promoted through logos on headed notepaper, posters and articles in the
staff newspaper. A panel meets quarterly to consider all suggestions. Individuals who
suggest implemented ideas can win up to £250, and ideas that can't be used may merit a
£25 encouragement award. The awards are presented by the Chief Constable and receive
coverage in the local press.
Leicestershire Constabulary has a range of effective schemes to help beat crime,
encourage neighbourhood watch and spread safety messages to children. A need to improve
communication between the police and neighbourhood watch groups led to £600 being made
available to pay for telephone answering machines - a move which resulted in a 100%
satisfaction level. In schools, children are encouraged to mark their property as
part of the Meerkat scheme. The scheme cost £1000 to establish, and has led to the
marking of more than £3million worth of children's property. The community unit also invested £500 in an interactive floor game, which
has proved to be a fun and effective way of communicating safety messages to young people.
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PUT THINGS RIGHT WHEN THEY GO WRONG
For the last three years, the Contributions Agency in Cornwall has carried out a 1 in 5
check on people who have complained about the service. A questionnaire is issued, asking
people how easy they found it complain, and whether they were happy with the action then
taken.
Saint Brides Medical Care Centre in Newport issues queuing tickets to all patients who
come to visit the GP or nurse, and uses them to encourage comments, suggestions and
complaints. The new system was introduced at negligible cost and has had a direct result
on the running of the service. Already a Well Man clinic has been introduced and toys
provided for children as they wait.
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ENCOURAGE ACCESS AND PROMOTION OF CHOICE
Staff working at Camberwell New Cemetery noticed that some visitors, although not
wheelchair bound, were having trouble reaching parts of the site. The local social
services department provided two wheelchairs, at no cost. The chairs are advertised, and
all the local funeral directors are aware of their availability.
The Audiology Department of North Staffordshire Healthcare Trust
has introduced
Saturday appointments exclusively for children. The new arrangements are more convenient
for carers and families, and reduce the time needed off school and work. Because the
sessions are dedicated to children, staff have time to deal with their problems on a
one-to-one basis. Feedback has been extremely favourable, and waiting lists have been
helped by a massive reduction in the number of "Did Not Attends". These are
unheard of at the Saturday sessions, compared to 50% of appointments at normal clinics.
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USE RESOURCES EFFECTIVELY
Canterbury City Council converts wheelie bins into water butts and sells them to
residents. After some time in normal use, the bins can be damaged and become unsuitable
for storing waste. A simple conversion means that instead of having to pay to dispose of
the bins, the council can charge £10 for them - resulting in a steady stream of customers
wanting to acquire a good water butt at a low price.
The Council Tax and Business Rate Unit of Welwyn Hatfield Council has been able to make
its year-end mailing of bills self-financing. The Unit delivers its bills to the Post
Office in the required order, and obtains a "Walksort" discount of 40% - which
is greater than the cost of the mailing contract. Supporting literature, often disposed of
unread by recipients, has been reformatted into a wall chart planner that is more likely
to be kept. Both these initiatives have helped to reduce costs, and give staff more time
to concentrate on customer demand during the vital year-end period.
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TREAT ALL FAIRLY
The Library and Information Service of the East Riding of Yorkshire runs a specially
designed mobile library for people in residential homes, sheltered dwellings and day
centres. The vehicle has wheelchair access and a detachable trolley to extend the reach of
the service to users who are unable to get to it. The specially selected stock, which
includes talking books, is available on a six week schedule, and users are able to request
other books. The new service was funded by replacing the previous system and through an
investment of £6000.Birmingham City Council has introduced customer profiling on their
main telephone lines for public health, trading standards and waste collection. The
Council can see which groups of people are using their services and take steps to improve
access for all members of the community.
All of the staff in the Enforcement Section of the Inland Revenue in Scotland have
received race awareness training, to improve their relationships with ethnic minority
communities. The section is responsible for debt recovery, and the training has helped
staff to recognise the cultural differences that could affect those relationships. The
training was carried out in conjunction with the Council of
British Pakistanis (Scotland), whose President helped prepare staff for the issues covered
by the training.
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WORK WITH OTHER PROVIDERS
The refuse collectors and street cleaners of Salisbury District Council are all part of
"Home Watch", a popular scheme under which they keep an eye on vulnerable groups
of residents. If they see suspicious activity, or a build up of milk or newspapers, they
can contact their headquarters, who alert the police. The staff are not asked to
investigate or become "have-a-go heroes", but use their local knowledge to make
a difference. The scheme grew out of an idea by the Head of Commercial Services, whose
team got together with Wiltshire Police to set it up as a modified form of Neighbourhood
Watch.
Renfrewshire Council's Registration Service runs a wide-ranging review of user
satisfaction to raise the levels of its performance. As well as recording and analysing
the comments of users and the wider community, it has also established a group of
professionals from partnership organisations.Survey results and feedback from this group,
which includes representatives of religious groups, the health service, undertakers and
the Benefits Agency, has led to a number of significant changes to the service.
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USER SATISFACTION
The creche at Bicester and Ploughley Sports Centre has been reorganised after
complaints by centre users that all the spaces were sometimes taken by "drop and
shop" users. By running a seven-day advance booking facility for centre users,
against the six-day facility available to others, people can now be confident of getting a
creche place when they make their booking. The new system didn't cost anything, and the
reaction to it has been positive.
Marian Vian Primary School in Beckenham has a School Council, which meets fortnightly
to debate issues of concern for children. The representatives are the children's voice and
take their responsibility seriously. Many issues have been successfully resolved and
participants have found that their confidence and skill in speaking publicly has improved
dramatically. As the meetings are held during assembly time, there is no other cost than
some staff time.
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IMPACT ON SOCIETY
Winchester City
Council, in partnership with the local social services department and
NHS Trust have introduced a free home safety inspection service for the over-65s. The
service - designed to reduce the frequency of home accidents, particularly falls - was
introduced after a rise in local hospital admissions. The scheme includes a basic repair
service to fix safety faults and improve security. It is hoped that the scheme will reduce
the number of hip operations required, reducing waiting lists and helping to improve the
users' quality of life.
Why not join your
local quality network. There you'll find people from a wide range of public services
coming together to share ideas, compare progress and tackle common problems.
Find out more by visiting the Quality
Networks page
The Cabinet Office also produces a wide range of written
guidance, much of which is available free of charge. Examples include:
