by Paul, Daksha and Denise Title: Involving Customers in the Design and Management of Services What is it for: Guiding people through the process of involving customers in the design of services, and the management of performance. What is it: A rough diamond. How does it work: Perfect models for involving customers generally only work in theory. As none of us work there, we thought we'd try designing something for the real world instead.
To use this tool, you should follow the process for involving customers, and other stakeholders, mapped out by the (darker) green arrows from left to right.
There are also some lighter green arrows which are issues that you should keep in mind (such as local politics) through out the process.
As you follow this path, you should aspire to achieve along the way the 'Heaven' of best practice (blue Post-It notes) and avoid the 'Hell' of worst practice (orange Post-It notes).
Given the reality of most people's situations, we expect that people will generally experience aspects of the two extremes, although we obviously hope that they stay mostly in the blue. If the future's bright, then it's not orange.
We are a group of people with different jobs in local or national government and the community and voluntary sector. Although we have different areas of expertise, we all engage older people.
We want to develop better and more effective ways of delivering engagement but we all get very bored at conferences!
Camden and Tower Hamlets councils (who are both Beacon Authorities for engagement of older people in 2010) set up this Learning Network so we can get together, discuss ideas and learn from each other other face-to-face. The series of workswhops have been developped and facilitated by Engine service design.
