Peter Gilroy OBE Chief Executive Kent County Council The London School of Economics Public Policy Group The London School of Economics Public Policy Group.

Peter Gilroy OBEPeter Gilroy OBEChief ExecutiveChief Executive

Kent County CouncilKent County Council

The London School of Economics The London School of Economics Public Policy GroupPublic Policy Group Seminars

“Innovating Out of the Recession”

“The most important lesson: think horizontally. The world is moving from a place where value was created in vertical silos of command and control to a world where value is increasingly going to be

created horizontally by how you connect and collaborate - how you synthesise this

with that”

Thomas Friedman “The World is Flat”

Global Changes & Technology ChangesGlobal Changes & Technology Changes

Funding in future and the global recession mean the Funding in future and the global recession mean the public sector can not afford to continue as it is public sector can not afford to continue as it is

The conflict for citizens and care professionals is how The conflict for citizens and care professionals is how to maintain and increase independence and reduce to maintain and increase independence and reduce public costs against a background of demographic public costs against a background of demographic change & public expectationchange & public expectation

As citizens we are becoming more articulate and more As citizens we are becoming more articulate and more demanding and we like to handle things ourselvesdemanding and we like to handle things ourselves

Increasingly “online”Increasingly “online” Public services and expectations are moving into Public services and expectations are moving into

services that give choice and increase quality of lifeservices that give choice and increase quality of life Citizenship means influence – that means transforming Citizenship means influence – that means transforming

the way we interact and engagethe way we interact and engage

The Digital Age – Digital BritainThe Digital Age – Digital Britain

Globalisation and the Internet have Globalisation and the Internet have fundamentally altered approaches fundamentally altered approaches and behavioursand behaviours

Public Access in the 21Public Access in the 21stst Century and Century and our behaviour is changingour behaviour is changing

Needs are inter-relatedNeeds are inter-related Telephonic access needs to be simple Telephonic access needs to be simple

– single numbers– single numbers Web access needs to be interactiveWeb access needs to be interactive Footfall complementaryFootfall complementary Multi-agency linkages and Multi-agency linkages and

connectivityconnectivity

DID YOU

KNOW?

1 out of 8 couples married in the US

last year met online

CARTER REPORT!!Broadband and

broadband mobile technology is being

used forInformation activity

EngagementTransactional activity

Four Examples from KentFour Examples from Kent

• Telehealth: £1.5m on bed days alone in a year

• The Kent Card: £2m saving

• Gateway: £10m saving

• Kent TV: £200k savings on publications – more to come!

• This is about quality of service as well as productivity

Video on telehealthVideo on telehealth

TelehealthTelehealth 1000 people involved1000 people involved Reduced hospital visits/admissionsReduced hospital visits/admissions Increased confidence and quality of life Increased confidence and quality of life

for service users and their carersfor service users and their carers Alongside the Kent Card this is a Alongside the Kent Card this is a

journey that is starting to shape the journey that is starting to shape the future in Kent future in Kent

Fundamental implications for Social Fundamental implications for Social and Health Care over the next decade and Health Care over the next decade nationally and internationally for nationally and internationally for remote careremote care and clinical managementand clinical management

The Kent CardThe Kent Card Developed with the Royal Bank Developed with the Royal Bank

of Scotland of Scotland New to the banking worldNew to the banking world Preloaded with an agreed Preloaded with an agreed

amountamount Simplifies Direct PaymentsSimplifies Direct Payments No need to apply for or manage No need to apply for or manage

a bank account or keep detailed a bank account or keep detailed recordsrecords

The Kent CardThe Kent Card Puts people in control and makes a Puts people in control and makes a

reality of choicereality of choice Simplifies back office processes, and Simplifies back office processes, and

saves time and moneysaves time and money Developed for Social Care but potential Developed for Social Care but potential

applications right across local applications right across local government and the Health Servicegovernment and the Health Service

Agreed to trial use for ContinuingAgreed to trial use for Continuing Care, Patient Transport,Care, Patient Transport, Specialist EquipmentSpecialist Equipment

Video on Gateway programmeVideo on Gateway programme

GatewaysGateways Customer focusedCustomer focused Cross-agency: central & local government, voluntary Cross-agency: central & local government, voluntary

sector, business community (eg Lloyds Pharmacy)sector, business community (eg Lloyds Pharmacy) Modern, retail concept and setting: high footfall, Modern, retail concept and setting: high footfall,

convenient, friendly environment, customer first convenient, friendly environment, customer first mindsetmindset

Takes traditional “one-stop shop” concept furtherTakes traditional “one-stop shop” concept further Complementary to web, telephone and traditional Complementary to web, telephone and traditional

home visitinghome visiting Mobile Gateway – bringing services to rural Mobile Gateway – bringing services to rural

communitiescommunities 7 Gateways now – 3 more to open soon7 Gateways now – 3 more to open soon Central to office transformation strategiesCentral to office transformation strategies

Video on Kent TVVideo on Kent TV

KENT TVKENT TV 24/7 broadband community channel, not just news24/7 broadband community channel, not just news Promoting the best of KentPromoting the best of Kent Transforming communications & embracing digital age – Transforming communications & embracing digital age –

iPod, mobile downloadsiPod, mobile downloads Tourism, politics, leisure, education, public healthTourism, politics, leisure, education, public health Tackling gritty issues – bullying, social exclusionTackling gritty issues – bullying, social exclusion ““How To” channelHow To” channel New “What’s On” channelNew “What’s On” channel Training for social care providersTraining for social care providers Over 1 Million visitsOver 1 Million visits Truly interactiveTruly interactive Impacting on the “glue” that creates communitiesImpacting on the “glue” that creates communities and community cohesion and community cohesion Just a click away – Just a click away – www.KentTV.comwww.KentTV.com

This is not about restructuring – it is about This is not about restructuring – it is about transformation and being obsessed with the transformation and being obsessed with the citizen’s experience of public servicescitizen’s experience of public services

Promoting independence and choice, and Promoting independence and choice, and personalisation of servicespersonalisation of services

Shift of power from systems and practitioners Shift of power from systems and practitioners to service users and citizensto service users and citizens

Technology is just a tool. Dramatic change will Technology is just a tool. Dramatic change will continue and we should not underestimate the continue and we should not underestimate the massive shift in all areas of our lives with massive shift in all areas of our lives with regard to applied technology. There will be regard to applied technology. There will be more change in the next ten years than in the more change in the next ten years than in the last seventylast seventy

ConclusionConclusion

You see things; and you You see things; and you say “Why?” But I dream say “Why?” But I dream things that never were; things that never were; and I say “Why not?”and I say “Why not?”

George Bernard Shaw