People First – a Tri-borough initiative | Nick Marchant | March 2015

People First – a Tri-borough initiative

Nick Marchant, People First website manager

www.peoplefirstinfo.org.uk

Genesis

• LAC(DH) (2009) states that by 2011 all councils are expected to have: “Universal, joined-up information and advice available for all individuals and carers, including those who self assess and fund, which enables people to access information from all strategic partners.”


• Royal Borough of Kensington and Chelsea commissions People First website based on the DoH ‘Putting People First’ initiative

2009

• Based on research and analysis Stockport Council has undertaken for a signposting website and marketplace. Evidence of reduction in referrals and assessments

• RBKC commissions own research with residents.

Services should be tailored to the needs of every individual, rather than delivered in a one-size-fits-all fashion, encompassing the provision of improved information and advice on care and support for families, investment in preventive services to reduce or delay people's need for care, and the promotion of independence and self-reliance among individuals and communities.

In 2009 DoH says:


In 2009 our resident say:


• Let me tell you my problem before you tell me the solution.• Talk to me on my terms.• I want to feel confidence about the path I have chosen not

just reached the end of a process.• I don’t want jargon• I don’t want things done to me, I want to be the one making

choices• I don’t want to be defined by my diagnosis or needs, but by

what I can achieve• What I understand about ‘care’ so far is that it is cold and

controlling, and a process I will get sucked into• I’m nervous about approaching the Council, because I will get

sucked in …

The first People First ..


• Hosted on RBKC corporate website

• We substantially amend the Stockport content and commission special illustrations to support the text

• Aimed to support professionals as well as residents

• Signposting, but no market place

• One member of staff running the website

2010

Advent of Tri-borough


• The 3 councils of RBKC, Westminster and Hammersmith and Fulham agree to share backline services. The front-line remains ‘sovereign’

• The new portal – a more interactive and sophisticated version of the website - is procured as part of the Adults Case Management and Finance System. An explicit aim is to achieve cost savings.

• Core Logic’s Frameworki is chosen as the case management system

• Portal is designed for Tri-b but only RBKC and WCC go live in 2013 - LBHF remain on different contractual terms but eventually join People First on Jan 5th 2015

2011

• Easy-to-use, jargon free content and signposting information, emphasis on prevention, promoting well-being, early intervention

• A comprehensive events and what’s on calendar• Directory of services, products, and support

organisations which can be searched on, but which also appear in context sensitive panels on content pages.

• In time, a market-place and links to Frameworki.

What the new site offers


We take advantage of the funding available to substantially re-design and enhance the website

The look and feel of the site

Information pages


Events and activities


Organisations directory


Organisations directory


Developments..


• The website becomes the primary Tri-b method of disseminating Information and Advice to residents

• We’ve sold the content to 2 other local authorities. We are interested in sharing expertise and expanding a good model of on-line information giving

• We plan self assessment and other on-line ‘trigger tools’ this year

• We want to develop the marketplace

• Better geographical based, targeted information for residents

• Better accessible content – and video and audio

Benefits and challenges across 3 boroughs 1


• The boroughs are very similar in terms of demographics, size and housing etc which helps greatly.

• Ensure website is used by and of value to practitioners

• Initially all 3 boroughs were Conservative, but now LBHF is Labour – we were aware of potential tensions, but none materialised.

• The boroughs have different ways of working, and financial considerations which need to be factored in to a coherent implementation strategy



• Making sure we know that what we are doing is working and is indeed saving money etc

• Our strategy was to win over politicians and executive managers first on basis that if they didn’t buy it, might as well stop quickly.

• Politicians were generally very much in favour, it was the officers who were much more cautious and sceptical. We should have won their hearts and minds too – they felt we were telling them what to do.

• Branding issues! Getting buy-in on this early

• Need to manage interfaces with the 3 boroughs’ corporate websites – re-direction pages and also residents’ accounts tie-in



• Keep the faith! Not everyone ‘gets’ what the website is about initially.

• Developing the website on extremely slim resources is difficult – things like outreach are immensely time consuming . Use colleagues and partner agencies to disseminate and carry the message for you

• Managing expectations

• Having a clear strategy but being flexible and responsive – some things won’t happen in the way you think – so adapt.

• Try not to dilute principles and objectives when bureaucracy seems to be overwhelming

• It’s really worth doing.

People First

Nick Marchant, People First website manager

[email protected]


Government & Nonprofit

People First – a Tri-borough initiative | Nick Marchant | March 2015