Redesigning services with customers Ideas Camp is a seminar approach developed to enable Kent Connects Partners to 1.

Help move forward projects in the PS ICT Action Plan 2. Develop concepts based on the drivers for change in the PS ICT Strategy It helps Partners develop a shared understanding of issues in these areas through learning from pioneers within and outside Kent. The process that the Ideas Camp helps deliver is outlined in this flowchart. The first Ideas Camp organised on 30th November focused on the Priority Themes of Customer Service Innovation and Public Service Redesign: 1. Introducing a joint approach to channel shift through the Kent eCitizen project The project was introduced by its lead - Peter Brook, Transformation & Partnerships Manager at Kent CC - to stimulate a discussion on how other partners could help shape its development and to discuss drivers for change in moving customers online. If you would like to get involved in shaping this project, contact peter.brook@kent.gov.uk. 2. Developing principles for designing ICT-enabled services with customers The Made in Lambeth approach to working with communities to design solutions was introduced through the perspective of the council Sophia Looney, Divisional Director for Policy at Lambeth Council and through the eyes of the entrepreneur Tom Rowley, CoFounder of Good for Nothing, accompanied by a short film you can see below. These approaches have also been used on how technology can tackle particular customer needs, social challenges and digital priorities. The Principles will inform the development of a challenge to involve customers to design solutions using technology to support themselves and their communities. This will notably include developing a prototyping process in West Kent. If you would like to get involved in taking these principles forward to develop a challenge, or if you want to continue the conversation from the seminar, do join the online group.

Principles The following principles were co-designed by participants of Ideas Camp, building on the presentation & mindmap on Made in Lambeth, a process used by Lambeth Council to involve people in the development of local solutions. These principles will be embedded into the Transformed by You methodology to inform the development of a similar challenge-based approach in Kent. We have set up an online group for people who want to help shape this.

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Get on board the services responsible for the challenges youre setting Understand what people you need to invite to come up with & design solutions Define how you can get people involved in the different stages of the process Design a process in which people can be productive and find exciting Make challenges clear so people know what their ideas will help address Manage expectations of everyone involved and remain flexible on outputs Make sure you capture insights from the process that can help you improve Identify ways to support community to take forward the solutions Ensure the solutions can be validated by all the community

Principles Get on board the services responsible for the challenges youre setting

Identify what people you need to invite to come up with & design solutions

Define how you get people involved in different stages of the process

Design a process in which people can be productive and find exciting

Ideas Make sure youve got a key owner that can give the competition influence and authority Get ownership from the decision makers (at political & officer level) and staff working in those services from the start Bring on board all organisations who are working on the areas the challenge you have set Identify groups that want to experiment in collaborative ways with public services to help develop the process Identify what skills you need to tackle the challenge you set, then invite people/groups with those skills to participate Develop understanding of the skills you need with the community Attract people with the skills to design solutions and people with the skills to take them forward Attract super users of your services Attract people who are already creating solutions in their community Make sure you have a good balance of people with different skills Tap into skills that your organisation doesnt have to design the solutions Design process in a way that can involve wider selection of people Dont focus all the engagement on one event, break it up to engage people in different ways Be mindful of how people might be motivated only by particular stages in the process Welcome and be open to everyone who wants to volunteer to help organise the event Make sure everyone is on an equal footing staff and public should be able to help design solutions Get staff who are happy to take part in the event and take constructive feedback on their services Get the decision makers in the room Get any staff participating to leave their job titles at the office Make sure you have a message that is about supporting the community, not supporting the council Create a can do environment Keep the design of solutions moving forward to maintain the enthusiasm of participants Rapid design over 48 hours can build on momentum in developing solutions but can be seen as slapdash Get people to prototype and test, dont make them think they have to design the finished product

Make challenges clear so people know what their ideas will help to address

Manage expectations of everyone involved and remain flexible on outputs

Make sure you capture insights from the process to share with services Identify ways to support community to take forward solutions

Ensure the solutions can be validated by all the community

Ensure process helps people interact with each other, develop contacts and build skills Challenges need to be issues they can influence Define measures of successbut define them with the decision makers around the challenges you set Focus the challenges on issues around social self help & community capacity building to build in sustainability Dont define what outputs you want, but do define the outcomes and share them Make the challenge stretching for people but achievable that they could come up with ideas & solutions to Create objectives that are achievable and where the deliverables can make a difference Make the process ambitious but realistic Remain flexible, including your expectation in what is delivered Dont overpromise, work towards smaller and short term wins Dont expect the solutions to turn into big projects, the smaller (scale) the better Drive cant always be achieved internally, work with enthusiastic partners Make sure you have a process to evaluate and capture insights Have a live lessons learned log so you can continuously review expectations from partners & participants Use the alpha-beta concept of solutions always being work in progress to be refined through feedback from users Decide with the participants what role they want to have and what support the council or other partners can provide Make sure you follow through after the event Identify the best way the council can support others to take forward, doesnt have to implement the solution itself If you enable people to contribute to designing & testing the solutions, they will be more likely to use them Get people to test out the solutions both during their design and after the event Consider if criteria for design of solutions should focus on standards/technologies that can be reused by other organisations (i.e. open source) Use the process to build a community of doers & makers around the challenge put forward