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You can contact the chief executive
Elke LoefflerE-mail: [email protected]: +44 (0)750 236 6702
… or our project manager
Frankie Hine-HughesE-mail: [email protected]: +44 (0)7920 407709
… or our liaison manager
Yvonne HarleyE-mail: [email protected]: +44 (0)121 698 8743
Interested in improving your services and outcomes? Get in touch with us and let‘s discuss how we can work together.
PubLic sErvicE co-Productionwhat it is, why it matters, and how to do it
Achieving citizen outcomes
governance international®How the co-Production toolkit helps you
make the transformationHow to make the transformation? contact us
The Co-Production Star of Governance International shows professionals how to harness the potential of co-production by involving citizens in :
n co-commissioning public services which means shifting from a needs analysis to an approach where service users help determine which outcomes and services matter most.
n co-designing public services which means using the customer journey ap-proach to look at the service process from the customer’s point of view.
n co-delivering public services which means identifying who is willing to do what and how through community as-set surveys.
n co-assessing public services which means citizens carrying out inspections and evaluations of services through a range of tools, including user rat-ings and social media feedback.
This model demonstrates the range of different approaches to co-production which are avail-able. In our experience, most public agencies are already using at least one of these types of co-production in their cur-rent work.
The inner circle of the Governance Interna-tional Co-Production Star sets out how to build on existing co-production initiatives to avoid re-inventing the wheel. It helps
you to map what is happening, focus on priorities, work with the right people, mo-tivate your partners and scale up success.
Use the Governance International Co-production Toolkit to understand how to build co-production into your work, both as a commissioner and provider of public services.
Phone: (0044) (0)121 698 8743E-mail: [email protected]: @govint_orgWeb: www.govint.org
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Governance international
Company Limited by Guarantee No. 04488214Companies House for England and Wales
A Governance international briefing note
www.govint.orggovernance international governance international
Co-production is different, it’s demand-ing, it’s risky if it’s not done right. Clearly, it requires new skills on the part of profes-sionals. No longer is expertise solely a pro-fessional matter. Co-production recognises and respects service user experience. It seeks to build on their first-hand expertise in conjunction with frontline profession-als to jointly improve outcomes. Effective front-line professionals and managers re-main vital to excellent services – but their focus is now on giving guidance and sup-port to service users as the co-producers of services.
Governance International has developed a comprehensive Co-Production Toolkit which helps service commissioners and providers in the public, non-profit and pri-vate sectors to reap the benefits and mini-mise the costs and risks of collaborating with users and communities.
This includes the following tools, tailored to the needs of your stakeholders:
n internal audits, external user audits and peer reviews based on the co-produc-tion Explorer to enable your organisa-tion to develop a co-production strategy.
n training modules for different stakehold-ers based on the co-Production star to make co-production work effectively in your organisation.
n helping you to make the business case for public service co-production through the business case Generator.
Further resources, including our Co-Produ-ction book ‘Making health and social care personal and local: Moving from mass production to co-production’ can be found in our forum at www.govint.org.
www.govint.org
Map it!
Focus it!
Market it!
Grow it!
People it!
CO-DELIVER
CO
-AS
SE
SS
CO-COMMISSION
CO
-DE
SIG
N
the Governance International co-Production star
Achieving citizen outcomes
governance international®
10
Governance International is celebrating its 10th anniversary in
supporting co-production between public agencies and communities
to improve outcomes and transform public services.
TRA
DIT
ION
AL
SERVIC
E DELIVERY
CO-PRODUCTION
SELF-HELP/O
RGA
NISIN
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professionals inputs citizen and community inputs
Co-commission Co-Design Co-Deliver Co-Assess
THE GOVERNANCE INTERNATIONAL CO-PRODUCTION TREE
MAP IT
FOCUS IT
PEOPLE IT
MARKET IT
GROW IT
Consultation
Volunteering
Cooperatives Big society
Individual budgets
Peer support
Timebanking
Behaviour change
Empowerment
Participatory budgeting
ParticipationPersonalisation
Properly managed co-production enables agencies to manage demand by shifting resources from problem solving to pre-vention. The case studies and interviews
showcased at www.govint.org demonstra-te impressive improvements which public agencies just cannot continue to ignore. Here are four examples:
Public service co-production can create win-win situations both for public service provid-ers and commissioners and the citizens they serve. Most importantly, co-production pro-vides a viable alternative to service cuts in the light of reduced budgets.
service users
n Improved outcomes and quality of life
n Higher quality public services
communities
n Increased social capital and resilience
Frontline staff
n More responsibility and job satisfaction from working with empowered service users
Heads of services
n Shifting resources from problem solving to prevention
n Better collaboration with third sector organisations
n Mobilising new resources and expertise for innovative service delivery approaches
top Managers
n Reducing the demand for services
n Strategy to shift from service provider to service commissioner role
Politicians
n Strategy to cope with reduced budgets and demographic change
n Alternative to significant service cuts
Co-production is not about Hollywood films or TV shows – it’s about users and communities improving outcomes by contributing to public services. This is not a new concept, of course. What is new is that in recent years increasing numbers of organisations and communities are seeing the benefits of working collaboratively to improve outcomes. This is the case across the public, private and third sectors.
For Governance International co-production is about professionals and citizens making better use of each other’s assets, resources and contributions to achieve better out-comes or improved efficiency.
‘Expert users’ know about things that professionals often don’t and sometimes even can’t know, e.g. how can my dad remember to take his medication at the right time (which doctors often don’t think about), how to explain to my mum how to send texts on her mobile phones (which many social workers are not good at explaining), how can we convince young people to avoid smok-ing and substance abuse (other young people are good at this – many pub-lic sector staff have little credibility).
Therefore, co-production is not just what people need but also what they can do to help themselves and others. Indeed, a sur-vey of co-production by Governance Inter-national and TNS Sofres shows that today’s citizens, their family and friends already play a greater role in improving public out-comes than many professionals realise.
In the survey, UK citizens scored higher than those in the Czech Republic, Den-mark, France and Germany in terms of co-producing better health, community safety and local environment. The survey also demonstrates that the potential for co-pro-duction is underused.
The Co-Production Toolkit developed by Governance International supports your agency to assess how much co-production is already taking place, how to make it work better and how to spread it more widely. So don’t wait – explore the potential of co-production now.
What is co-production? What are the benefits of co-production? How co-production works in practice How co-production works in practice
48
51
52
53
56
Level of Co-Production in Europe (environment, health, community safety)
UK
Germany
Czech Republic
France
Denmark
0 maxindex
Equivalent to 56 % saying they
‘often get involved’
www.govint.org www.govint.org
case study one
stockport council’s new adult social care website ‘My care, My choice’: A business case for service co-design
Stockport Council’s Adult Social Care De-partment used a co-design approach to re-launch their website from a customers’ point of view, as the old website resulted in unnecessary and poor quality calls to the contact centre, which wasted everybody’s time and resources. The new website, co-designed with service users and carers, fea-tured the information which services users, their families and friends said they needed, in a way they could understand. Most im-portantly, it has resulted in savings for the department of nearly £ 300,000 p.a. So why not do the same with your website?
case study two
community speedwatch scheme in Wiltshire to reduce speeding and em-power residents
In Wiltshire, a community speedwatch scheme provides a county-wide co-ordi-nated response to speeding traffic, whilst empowering residents to make a differ-ence to road safety. Community speed-watch allows local people and community groups to become active in areas where speeding is an issue, and trains them to carry out roadside speed checks in teams. Offending vehicles are recorded and in-formation is handed over to the police to take the appropriate action. In its three years over 30 speedwatch groups have been set up in Wiltshire and have carried out over 550 community speedwatch ses-sions. Over 3,800 speeding vehicles have been reported to the police, and there has been a 53% reduction in speeding across community speedwatch sites. The scheme has also been calculated to create a saving of £100,000 p.a.
case study three
solihull Environment champions work-ing with the council to transform their neighbourhoods
In Solihull more than 5000 engaged citi-zens are working with the Council’s De-partment of Environment to tackle prob-lems of graffiti and litter. The project started in a highly disadvantaged area of Solihull but has now widened out. It has significantly improved local environ-ments, as many ‘before and after’ photos demonstrate. Moreover, public spaces that are looked after by community action re-quire less maintenance by the council. As well as making neighbourhoods look far better, Solihull Council estimates the pro-ject has already resulted in savings of over £ 200,000.
case study Four
Empowering patients to need less care and do better, Highland Hospital, sweden
In 2001, the gastroenterology unit at Highland Hospital had long waiting lists. Growing numbers of in-patients were mak-ing likely a highly expensive increase in the size of the ward. A review of its services, using a patient perspective, redefined the role of patients to give them greater re-sponsibility for their health as members of a team, rather than just subjects of medical intervention. Indeed, in-patientes were no longer treated as objects of medical inves-tigation in the daily ’doctor’s round’, but rather chaired ’team meetings’ to deter-mine their own treatment jointly. This re-sulted in high levels of satisfaction with the care system amongst both staff and pa-tients. Moreover, the greater responsibil-ity exercised by patients resulted in nearly 50 % fewer hospitalisations over a 7 year period (compared to a national average of a 4 % decrease).
For more case studies subscribe to our monthly newsletter or have a look at the good practice section at www.govint.org.
governance international governance international
“Co-production is central to the future of public services. The good news is that we now realise we have been doing a lot of it already in recent years. The bad news is that we now realise we were not doing it well because we weren’t taking it seriously. The time has come to use co-production on a major scale to achieve lower cost public services.”
Jim McManus, Director of Public Health at Hertfordshire County Council and NHS Hertfordshire
