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Wiltshire Council

Simultaneously facilitating service improvement and management team development

The Objective

One of the Council’s social care management teams was determined to improve its performance, modernise its delivery and secure increasing choice for service users. The intervention was necessitated not only by an internal drive for improvement, but also a changing statutory and ‘best practice’ context.

The Solution

Insight designed and implemented a programme of facilitated workshops for the team, delivered over the course of one year. The programme began by establishing a clear strategic context, before moving on to focus on key operational actions.

Each workshop concluded with an action planning session, allocating key tasks and activities for team members to complete in preparation for the following event.  In addition, we worked with the team to develop a shared sense of purpose and direction, plus more open and collaborative working relationships. An external technical expert was brought in to stimulate debate and new ideas at one of the sessions.

The Results

The blend of workshops and action learning proved very effective. At the close of the programme, the participants were asked to highlight the most important gains that had been made:

  • Developed the vision and engaged staff with it
  • Identified our strengths and the most misaligned aspects of service
  • Much more joined-up working
  • Greater consistency of approach and reduced duplication
  • Clear strategies for turning vision into realities
  • Positive trajectory and some significant progress in putting successful changes in place
  • Greater cooperation, deeper trust, better communication and more constructive challenge between managers.
  • “A positive atmosphere in the room…and more laugther”

Comments about the Insight facilitator included:

  • “Has kept the team focused on objectives, which is difficult in today’s changing climate”
  • “Well informed, well structured and positive – not afraid to challenge when necessary”
  • “Good sense of humour…been able to change pace and adapt the programme as required”
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