From Surviving to Thriving : a new approach to delivering public services Andrew Grant Chief Executive Aylesbury Vale District Council
WHO AM I? Over 20 years experience at Chief Executive level in the public sector. Transforming Aylesbury Vale District Council (AVDC) from a traditionallyfunded local authority into a multi award-winning commercially-focused social enterprise. Mentor to other public sector chief executives looking to move from Surviving to Thriving.
DIRECTING THE SHOW INNOVATION ACTION Director: Andrew Grant Date Scene Take
THE DECEPTIVE NATURE OF EXPONENTIAL CHANGE
2011 AN APOCALYPTIC VISION m 24 22 20 18 Grants and Taxes New Income Streams 16 14 Cost of Services SERVICE EXPANSION SERVICE FAILURE 12 10 2010/11 2011/12 2012/13 2013/14 2014/15 2015/16 2016/17 2017/18 2018/19 2019/20 2020/21
THE UNIVERSE OF SOLUTIONS Income Generation Aylesbury Vale Efficiencies Cuts in Service
millions HISTORY 14 12 Government grant Total Government grant 10 8 6 4 Revenue Support Grant 2 0-2 2010/11 2011/12 2012/13 2013/14 2014/15 2015/16 2016/17 2017/18 2018/19 2019/20 2020/21-4 -6 Negative grant
COUNCILS: THE OLD BUSINESS MODEL Traditional method of support from government grant Balancing the budget whilst providing statutory services Commercial activities controlled by policy restrictions
AVDC S ACHIEVEMENTS First local authority to migrate all its IT 100% into The Cloud First local authority to develop a 100m+ new revenue model First local authority to address the fundamental cultural challenges
PRODUCTIVITY, AUTOMATION AND AI Monetising services and pushing the envelope Monetising services Our Vision Customer Centric Using Technology Current Trials
AVDC S VISION FOR AYLESBURY VALE AVDC the best place to work in the area 75,000+ happy customers World-class support for those who need it
AVDC S AIMS Council Tax Free in 2023 100m revenue company in 7 years Focused on: Our People Trust from our customers Proven business models Digital
THE FOUR Trust Digital
THE FOUR
AVDC S COMMERCIAL BEHAVIOURS
AVDC - A TYPICAL LOCAL AUTHORITY Desire to be more entrepreneurial Plenty of good ideas Concerned about its internal culture Needs an effective Road-Map to Prosperity AVDC started addressing these challenges back in 2011
A TYPICAL LOCAL AUTHORITY Chief Executive Strategic Director Place Head of Invest Strategic Director Neighbourhoods Strategic Director Business Change Strategic Director People Service Director Property Asset Strategy Manager Service Director Planning Strategic City Planning Manager Service Director Transport Head of strategic City Transport Service Director Economy Major Projects Manager Service Director Energy Energy Investment & Communities Manager Service Director Futures City Innovation Manager Service Director Early Intervention & Targeted Services Service Director Education & Skills Service Director Strategic Commissioning & Commercial Relations Service Director Care & Support (Adults) Service Director Care & Support (Children & Families) Property Investment Manager Head of Facilities Management Property Development Manager Services Manager City Design Head of Development Management Head of Highways Head of Traffic Head of Sustainable Transport Economic Development Manager Head of Culture Energy Infrastructure and Development Manager European and International Manager Strategic Resilience Officer Head of targeted services (CYP Families) Head of 0-25 Integrated Services Head of targeted Services (Adults) Head of Employment Learning and Skills Head of Early Years Head of specialist Education & Access Strategic Commissioning Manager Contracts and Quality Manager Principal Commissioning Manager Communities Head of Area Services(North) Safeguarding Adults & DoLS Manager Head of Service Reablement, Intermediate Care and Regulated Services Head of Safeguarding and Area Services Area Services Manager Area Services Manager Central Service Director Housing Solutions & crime reduction Service manager: Housing options Service manager: Private housing and accessible homes Service manager: policy commissioning (housing) Service director housing solutions & crime reduction Head of estate management Head of planned maintenance Business Planning & Service Development Manger Head of responsive maintenance Head of housing options Service director clean and green Service manager: Traded services Service manager: Strategy commissioning and contracts Service director neighbourhoods and communities Libraries manager Head of Neighbourhood Management Chief service officer (cities of service Programme) Service Manger: Environmental area management Head of parks & green spaces Stronger communities manager Head of electoral services Service director Public Health Public health consultant (core support) Public Health consultant (health protection and sexual health) Public health consultant (Children & Young people) Public health consultant (adults & Older people) Public health consultant (mental health and social inclusion) Public Health Consultant (Healthy Lifestyles and places) Service director citizen services Head of citizen services Head of revenues & benefits Regulatory Manager Safer Manager Programme Manager adults and OP/healthy lifestyles and place Programme manager CCG Core support Programme Manager Children & Young People Programme manager mental health Sustainable City & Climate Change Manager Service director change ICT Commissioning and information security manager Head of digital Transformation Change services manager Service Manager: ICT Delivery Service Director Legal and democratic services Legal services manager (place) Legal services manager (people) Service Manager: Statutory and Democratic Services Service Director Finance Chief internal auditor Service Manger: Corporate Finance Service Manager Business Support and 151 Deputy Finance business partners Service director HR & Workplace section HR Operations Manager Service Manager: learning and organisational development People Business Partners Business change, talent & resourcing: Neighbourhoods & HR consultancy: Place, strategy & policy: People, Learning & Development Programme Director BWP Head of school partnerships Service director policy, strategy & communications Service Manager: Policy and research Service Manager: Public Relations Service Manager: Strategic planning & development Service Manager: performance & infrastructure Service Manager: corporate communications Strategic Commissioning Manager Procurement & commercial relations manager Service Manager: Strategy Head of Area (South) Manager: special projects Mental health manager/psw Area Services Manager South Quality Assurance & BSCB Manager Head of children in care and care leavers Children's placement manager Not so much an organisational chart, as a list of internally-facing cliques
Our new structure 75% of all staff are in forward facing role Director Tracey Aldworth Chief Executive Andrew Grant Commercial Portfolio Director Andrew Small Customer Fulfilment Assistant Director Jeff Membery Community Fulfilment Assistant Director Will Rysdale Business Support and Enablement Assistant Director Isabel Edgar-Briancon Commercial and Business Strategy Assistant Director Teresta Lane Commercial Property and Regeneration Assistant Director Teresta Lane
FOUR SIGNS Trust
YOU RE IN BETTER SHAPETHAN YOU THINK! Your managers are VERY CAPABLE indeed You are TRUSTED by your customers You can be COMMERCIAL without being evil
FIRST STEP Delivering great customer experience
CREATING AND MANAGING MARKETS Council to Household Council to Business
FOUR SIGNS
THE NEW BUSINESS MODELS TIME TO BILLION DOLLAR MARKET CAPITALISATION 20 Years 8 Years 4 Years 3 Years
KANO MODEL
TURN PLANNING FROM A LOSS TO A PROFIT Our Planning Department: from a cost of 1.5m to a profit of 500k+
PROPERTY DEVELOPMENT
FOUR SIGNS Digital
IT S THE CUSTOMER S CALL
FIVE KEY STEPS IN THE DIGITAL JOURNEY Agree to move to The Cloud Move to AWS And SaaS Model Launch webchat Launch Alexa 2010 2013 2015 2016 2017 Launch My Account Launch AI Digital Genius
DELIVERING DIGITAL RESULTS 6 million saved over 5 years AVDC Digital Strategy My Account My Account 43,700+ residents signed up 1,500 webchat enquiries a month AI Digital Genius
CONNECTED KNOWLEDGE KNOWLEDGE CONNECTED INFORMATION BEING COMMERCIAL TEAM
PEOPLE ORMACHINES
Amazon Alexa Echo
NHS DIGITAL IN THE NEWS
THANK YOU AND ANY QUESTIONS @aylesburyvaledc Andrew Grant agrant@aylesburyvaledc.gov.uk 01296 585001 www.aylesburyvaledc.gov.uk