Colleagues from across the civil service gathered recently at Leeds Magistrates Court to support each other in using continuous improvement (ci). All had a shared goal of supporting and driving change across organisations.
Having taken the time to listen to feedback from previous events a refreshed approach was ready to roll.
A strong focus was placed on networking so that everyone had the opportunity to get what they needed. Moving people around allowed new contacts to be formed and ideas to be shared.
The day started with “what are we here to achieve?”. A strategic document VMOST (Vision, Mission, Objective, Strategy, Tactic) was brought to the group. This showcased how this technique can help shape a purpose.
A new feature is one where the group gets a look at work from one of the government departments with opportunity to ask questions and share learning. This time round Her Majesty’s Courts and Tribunals Service (HMCTS) shared their national work on customer experience improvement. The main feature being tone of voice, the language used and how departments can be more empathetic to customer needs.
The afternoon was rounded up with group discussion on how to:
- build engagement
- develop a CI culture
- working towards a customer focus
- using CI in adversity
The lunch break proved a good opportunity to mix with other colleagues from Home Office, HM Revenue and Customs, Department for Work and Pensions, British Library, Ministry of Defence Environment Agency and more.
Feedback from delegates was positive. Typical examples of this are shown below.
Very good way of meeting CI champions using peer to peer reviews
Really good opportunity to sit with different departments and discuss, agree and debate.
Topics were relevant and thought provoking
The strength of the group comes from its members and the experience they bring. If this sounds like something you’d like to be involved in please get in touch with:
Susi.Wilkinson@homeoffice.gov.uk Lauren.Waters@justice.gov.uk Graeme.Bentley@bl.uk