High-Level Target Operating Model TOM Development

7/30/2019 High-Level Target Operating Model TOM Development

1/4

High-level Target Operating

Model (TOM) development

Putting People FirstPersonalisation Toolkit

The objective of high level Target Operating

Model development is to identify the high-

level elements of the future operating models

layers as follows:

Customer channels

Service breakdown

Organisational structure

Processes

People

Systems infrastructure

Physical sites.

There are several key things to bear in mind

in this stage:

1) Ensure there is a clear articulation of the

vision of the senior stakeholders and how

big the scope for change really is.

2) When developing the layers of the high-

level TOM, you must ensure that there is

vertical consistency across the layers.

3) There may be some inconsistencies within

the layers that may not be addressed at

this high-level stage. These will have to be

recorded and dealt with later.

This is a guide developed as part of the Personalisation Toolkit to offer

assistance to councils with programme management associated with

transformation of their social care system.

1This document is part of the Personalisation toolkitwww.toolkit.personalisation.org.uk
http://www.toolkit.personalisation.org.uk/http://www.toolkit.personalisation.org.uk/http://www.toolkit.personalisation.org.uk/


2/4

The detailed approach

1) You should already have a clear understanding

of the vision for self-directed support after

completing the Investigation stage.

You may need to run a further senior

workshop to go through the questions for

each layer (below) to understand how senior

stakeholders envisage the different layers of

the organisation in the future. Note: Some of

the questions will have a direct impact on

other layers, and hence there is a need to

lead on the impact of those other layers

(e.g. if it is identified that there is a payment

aspect with regard to a process that is

handled over the phone, then the systems

infrastructure should allow for that by having

a payment system built in and possibly a

recording facility).

2) Data to be gathered per layer are shown below.

a) Customer Channels

i. What communication channels will

citizens use?

- Phone / call centre

- Web

- Face-to-face office

- Face-to-face remote / home-visit

- Post- SMS

- Others

ii. What type of services will be delivered

through each channel (e.g. information

provision, service request, feedback)?

iii. What additional technical requirements

are necessary (e.g. document

management)?

iv. How will the organisation communicate

with citizens? What channels will be used?

b) Service breakdown

i. What services will the council provide?

ii. How will the services be broken down?

iii. What new initiatives (or ways) will

services be delivered by (i.e. using

personal budgets)?

iv. How will any new legal requirements

affect the services in the future? How

will you anticipate these?

c) Organisational structure

i. What will the organisational structure look

like? Draw out diagram.

ii. What will be the main responsibilities

of each unit?

iii. Will there be any services that share

support services internally? Which

services? Briefly describe.

iv. Will there be any services that will work

together to deliver services with similar

offices of other councils? Which

services? Briefly describe.

d) Processes

i. What processes will there be for each service?

ii. If possible, classify based on the

2

High-level Target Operating Model (TOM) development


3/4

channel(s) utilised for each process.

iii. Will services be provided jointly or be

linked? If yes, how?

iv. If there are duplications, how will we

remove them? How will the processes

be rationalised/streamlined?

e) People

i. What will the staff breakdown be per

service?

ii. What will be the main roles within

each service?

f) Systems infrastructure

i. What major systems will be used?

List these.

ii. Will staff be able to access these remotely?

From home? Other council offices? Will

these be accessible via the web? Via VPN?

iii. Will they integrate with other council (or

external e.g. NHS, police) systems?

How? For what purpose?

iv. Will the public be able to access

information online? Will they be able to

self-serve? If so, which services?

v. Will there be a Content Management

System, a Document Management System,

or other systems? How will they be used?

g) Physical sites

i. How many offices will there be in total?

ii. Where will they be located?

iii. Which offices will be rented property and

which will be council-owned?

iv. Which offices will be shared with partner

organisations? For what purpose?

v. Will some council/department staff hold

office in partner organisation offices?

Which ones and where?

3) From the information gathered, build a

view of each of the layers. Also considerthe following:

a) Your current and planned projects.

Which of these can support the TOM?

b) Benchmarking and best practice research

on the various layers. Speak to similar

authorities who are further on in their

transformation journey.

4) Present the proposed TOM to the senior

stakeholders.

Stage 5 Detailed TOM development

Background

The objective of this stage is to provide thedetail on the high-level TOM agreed in the

previous stage. Some layers in this detailed

TOM can have more detail than others to be

guided by local circumstances.

3



4/4

The detailed approach

1) Interview key stakeholders and go through

the detail required for each layer (see below)

To understand how they envisage the

different layers of the organisation in the

future. In some cases, you may be able to

put together a straw man of the detail and

then validate this with the key stakeholders.

2) Data to be gathered per layer areshown below

a) Customer Channels (Heads of Service)

i. Full list of services and processes that will

be accessed through each channel.

ii. Who in the council / department will be

contacted through each channel? Who

are the escalation staff for each process

(where relevant)?

iii. Cost estimates for new channels (initial

investment and running costs - estimate

customer take-up)

b) Service breakdown (Director, Heads

of Service)

i. Description of any shared service.

ii. Other specific detail.

c) Organisational structure (Heads of Service)

i. Break down service areas into specific units

(e.g. breakdown the Mental Health service

area into the unit manager, team leaders,

professional assessors, admin staff, etc).

d) Processes (Heads of Service, Team Leaders)

i. High-level description of proposed revised

processes (not full BPR)

e) People (Heads of Service, Unit Heads, HR)

i. Cost estimates (for FTEs)

ii. Main responsibility for each staff member

f) Systems infrastructure (IT, Director,

Head of Service)

i. Draw systems diagram here.

ii. Cost estimates (TCO initial investment

and running costs)

iii. Identify who will maintain the systems

(will they be outsourced? Run by the

department IT? Corporate IT?)

g) Physical sites (Heads of Service)

i. Cost estimates (rental where relevant,

running costs)

ii. Services provided per location

iii. Estimated annual (monthly or weekly)

customer volumes per customer-facing site?

3) From the information gathered from this

stage (and the previous stage), build a

detailed view of each of the layers.

4) Present the detailed TOM to senior

stakeholders.

4


Documents

High-Level Target Operating Model TOM Development