WORKSHOP 1: IDENTIFY

In the first workshop, we indentified areas of day-to-day work that we wanted to improve, develop or do differently.

Introduction presentation workshop 1: 'Identify'

Download Jo's slides about public service design and the structure of the workshops supporting the learning network here. (this download is available until 31st March 2010)

Mapping our capabilities

In the first exercise of the day we split into groups to answer the following question; we wrote the answers on capability maps

What do we do (or would like to do) to engage older people in the design and delivery of services?

Capability maps (1)

Noreen, Commisioning Development Manager, Ealing Council
Daksha, PCT user & Carer co-ordinator for older people, Ealing
Charlie, Healthier Communities Officer Older People, NHS Kingston
Erika, Advise and Support Worker, Training Link

Capability maps (2)

Barry, Third Age Centre, Southampton City Council
Maggie, Community Worker, Marchmont Community Centre
Amal, Somali Integration Team
Kristen, Dignify Residential Volunteer, Toynbee Hall

Capability maps (3)

Alex, Transport Planner, West Sussex County Council
Paul, Customer Engagement Officer, London Borough of Hillingdon
Mass, Project Manager, Redbridge Council

Capability maps (4)

Bridget, Community Partnerships Manager, Colchester Borough Council
Saul, Learning Tutor Librarian, Camden Library
Niam, Engagement & Research Manager Adult Social Care, Camden Council

Specifications of tools to develop: Reaching a wider group of older people

by Barry, Noreen, Mass and Alex

Key issues:
- Exchange of information (around age, ethnicity and demographics) given constraints of data protection
- Targeting people appropriately - Do people want to be contacted?
- Can communications be branded effectively to get more people engaged?

Stakeholders:
- PCT
- Adult Social Care
- Social workers
- Mobile library
- Age UK
- Community centres
- Community groups
- Payment and benefits

…………………………………………………………………………
1.
What is the problem?

• Specific information (including interests and health?) sharing - how can we demonstrate the value of it?
• 'Secure' information sharing database
• Reaching majority (all) older people, including the ones we don't know about
  

What are the desired outcomes?
To get older people engaged in service development

What are the requirements (process, time, people, skills)?

• Publicity - community events
• Specific targeting
  

Specifications of tools to develop: Design WITH older people

by Daksha, Erika, Amal, Kristen and Paul

Key issues:

1. Transparency in consultation process > feedback
2. Shared responsibility between service providers and users
3. Better communication, better explanation of complex policies and procedures
4. Support for people using new services, training in how to use internet tools
5. Inclusion as exclusion (narrow the groups of the people taking part in consultations and be clear about it)
6. When does generic service need to be specialised (tailoring consultation / services)?(language / culture, mobility, health, location)
5. Responsibility

• Managing expectations of users as council resources are finite
  
• transparency in consultation process (feedback / concrete actions)
• shared responsibility between service users and provider

…………………………………………………………………………
1.
What is the problem?
Lack of shared responsibility between service users and providers. Unrealistic expectations and lack of feedback leads to dissatisfaction on both sides.

What are the desired outcomes?

• Manage expectations (council resources are finite)- transparency in consultation process
• Provide feedback and take concrete steps

What are the requirements (process, time, people, skills)?

• Need a mechanism, for accountability if you want people to take responsibility
• Raise awareness among people who want to take part in consultations
• Support instead of sanctions for accountability. If people are afraid for their jobs funding they won't be honest about negative feedback
• Feedback a requirement
  

Specifications of tools to develop: Digital online

by Niam and Maggie

Key issues:
1. Demonstrate value of blogs / online communication to older people
2. Using blogs / online columns as a forum of research and engagement with older people
3. What forum or blog?
- blog as feedback
- blog as experiential storytelling style
accessibility of site

Stakeholders:
- social media pilotworker (LBC)
- Engagement and research team
- Digital Online, LBC lead
- VCS
…………………………………………………………………………
1.

What is the problem?
To communicate the value of online engagement to older people

What are the desired outcomes?
Increase in older people using online engagement processes to influence services - more older people giving their views. More staff using this process to engage older people.

What are the requirements (process, time, people, skills)?

• Access to older people
• Clear publicity and ,messengers
• Easy to use website design / DDA accessible too
• Themes . topics of interest to older people
• Partnership working
• Trainers or blue type of skilled support
  

…………………………………………………………………………
2.

What is the problem?
Using online engagement process
Money (older people purchasing computers / polder people accessing computers if they do not have to).

What are the desired outcomes?

• Older people increasingly using online engagement process
• Move older people influencing services
  

What are the requirements (process, time, people, skills)?

• Attractive ad an easy process to use (good design)
• Publicity
• Training and support in using on line processes
• Working in pwartnership
  

…………………………………………………………………………
3.

What is the problem?
To demonstrate the value of online communication as a form of engagement to older people, including blogs / feedback forms

What are the desired outcomes?
Older people understanding that in time engagement is a key way of influencing services

What are the requirements (process, time, people, skills)?

• Good publicity
• Access to computers and support for those who need it to use them
• Accessibility of software and enable people with sensory needs and disabled older people to use computers.
  

Specifications of tools to develop: Useful segmentation of older people

by Bridget and Charlie
…………………………………………………………………………

1.
What is the problem?
Develop a service map that meets needs of 50-65 years old
(This would need separate mapping exercise for each organisation providing services to this age group).

What are the desired outcomes?
Organisation understands / awareness of when and how 50-65 year olds need / access the service.

What are the requirements (process, time, people, skills)?

• Develop template for all services provided including location, times, etc.
• Identify where partners deliver those services
• Identify where / how this service
• Engage with this age group to promote this service
• Engage with this age groups to understand how best to disseminate this information i.e. IT, paper, 1-2-1.
  

…………………………………………………………………………
2.
What is the problem?
Developing a personal map of sources of information and advice that meets my needs as a 50-65 year old. This would need separate mapping exercise for 65-75 and 75+ age groups.

What are the desired outcomes?
People between 50-65 can make more informed, positive choices to improve their quality of later life.

What are the requirements (process, time, people, skills)?

• Develop local template for relevant services / sources of info
• Identifying partners that deliver those services
• Identifying partners that deliverthis service
• Engage with this age group to promote this service
• Engage with this age group to understand how bets to disseminate this information, i.e. IT, paper, 1-2-1.