SYSTEMS THINKING Why is it this way?

1
SYSTEMS THINKINGWhy is it this way?

• Because of the system
• ...not the people
• Traditional Management
• do the wrong things righter
• throw money and resources at problems
• maintain PIs, create new ones

2
What did we do?

• Frontline staff (intervention team) have checked
  old processes and mapped them
• Looked at customer demand and worked out what a
  perfect service could look like
• Having tested it we want everyone to be involved
  in making it work across the whole system - this
  is called roll in

3
What check looked like
4
What check looked like
5
New System Principles

• Customers
• Customers ask the question, create the demand
• Roles
• Create value by delivering against demand
• Add value enable those who deliver service to
  customers to do so better, to answer the question

6
Work Strands

• Moving In
• I Need A Home (INAH)
• Living with us
• I Need My Environment/Tenancy Fixed (INME/TF)
• I Need My Home Fixed (INMHF)
• Moving Out
• I Need To Move (INTM)

7
I Need a Home

• During check the predictable demand for the I
  need a home was found to be
• I need a home now
• I need a home soon
• I need help to solve my housing problem

8
I Need a Home

• A cross-section of current waiting list
  identifies of real need versus want 28-30
• The data showed that before the intervention it
  took on average 530 days before a customer was
  permanently housed, with an Upper Control Limit
  of 1352 days.

9

I NEED A HOME FLOW
10
Changes

• Recognition and prevention of homelessness now
  central to policy process
• New flow needs a new policy
• We now have combined teams
• We have begun consultation on new policy