Putting People First

Personalisation Toolkit

High-level Target Operating Model (TOM) development

This is a guide developed as part of the Personalisation Toolkit to offer assistance to councils with programme management associated with transformation of their social care system.
The objective of high level Target Operating Model development is to identify the highlevel elements of the future operating models layers as follows: There are several key things to bear in mind in this stage: 1) Ensure there is a clear articulation of the vision of the senior stakeholders and how big the scope for change really is. 2) When developing the layers of the highlevel TOM, you must ensure that there is vertical consistency across the layers. 3) There may be some inconsistencies within the layers that may not be addressed at this high-level stage. These will have to be recorded and dealt with later.

Customer channels Service breakdown Organisational structure Processes People Systems infrastructure Physical sites.

This document is part of the Personalisation toolkit www.toolkit.personalisation.org.uk

High-level Target Operating Model (TOM) development

The detailed approach 1) You should already have a clear understanding of the vision for self-directed support after completing the Investigation stage. You may need to run a further senior workshop to go through the questions for each layer (below) to understand how senior stakeholders envisage the different layers of the organisation in the future. Note: Some of the questions will have a direct impact on other layers, and hence there is a need to lead on the impact of those other layers (e.g. if it is identified that there is a payment aspect with regard to a process that is handled over the phone, then the systems infrastructure should allow for that by having a payment system built in and possibly a recording facility).

iii. What additional technical requirements are necessary (e.g. document management)? iv. How will the organisation communicate with citizens? What channels will be used? b) Service breakdown i. What services will the council provide? ii. How will the services be broken down? iii. What new initiatives (or ways) will services be delivered by (i.e. using personal budgets)? iv. How will any new legal requirements affect the services in the future? How will you anticipate these? c) Organisational structure i. What will the organisational structure look like? Draw out diagram. ii. What will be the main responsibilities of each unit? iii. Will there be any services that share support services internally? Which services? Briefly describe. iv. Will there be any services that will work together to deliver services with similar offices of other councils? Which services? Briefly describe. d) Processes i. What processes will there be for each service? ii. If possible, classify based on the

2) Data to be gathered per layer are shown below. a) Customer Channels i. What communication channels will citizens use? - Phone / call centre - Web - Face-to-face office - Face-to-face remote / home-visit - Post - SMS - Others ii. What type of services will be delivered through each channel (e.g. information provision, service request, feedback)?

High-level Target Operating Model (TOM) development

channel(s) utilised for each process. iii. Will services be provided jointly or be linked? If yes, how? iv. If there are duplications, how will we remove them? How will the processes be rationalised/streamlined? e) People i. What will the staff breakdown be per service? ii. What will be the main roles within each service? f) Systems infrastructure i. What major systems will be used? List these. ii. Will staff be able to access these remotely? From home? Other council offices? Will these be accessible via the web? Via VPN? iii. Will they integrate with other council (or external e.g. NHS, police) systems? How? For what purpose? iv. Will the public be able to access information online? Will they be able to self-serve? If so, which services? v. Will there be a Content Management System, a Document Management System, or other systems? How will they be used? g) Physical sites i. How many offices will there be in total? ii. Where will they be located?

iii. Which offices will be rented property and which will be council-owned? iv. Which offices will be shared with partner organisations? For what purpose? v. Will some council/department staff hold office in partner organisation offices? Which ones and where?

3) From the information gathered, build a view of each of the layers. Also consider the following: a) Your current and planned projects. Which of these can support the TOM? b) Benchmarking and best practice research on the various layers. Speak to similar authorities who are further on in their transformation journey.

4) Present the proposed TOM to the senior stakeholders.

Stage 5 Detailed TOM development

Background The objective of this stage is to provide the detail on the high-level TOM agreed in the previous stage. Some layers in this detailed TOM can have more detail than others to be guided by local circumstances.

High-level Target Operating Model (TOM) development

The detailed approach 1) Interview key stakeholders and go through the detail required for each layer (see below) To understand how they envisage the different layers of the organisation in the future. In some cases, you may be able to put together a straw man of the detail and then validate this with the key stakeholders.

d) Processes (Heads of Service, Team Leaders) i. High-level description of proposed revised processes (not full BPR) e) People (Heads of Service, Unit Heads, HR) i. Cost estimates (for FTEs) ii. Main responsibility for each staff member f) Systems infrastructure (IT, Director, Head of Service)

2) Data to be gathered per layer are shown below a) Customer Channels (Heads of Service) i. Full list of services and processes that will be accessed through each channel. ii. Who in the council / department will be contacted through each channel? Who are the escalation staff for each process (where relevant)? iii. Cost estimates for new channels (initial investment and running costs - estimate customer take-up) b) Service breakdown (Director, Heads of Service) i. Description of any shared service. ii. Other specific detail. c) Organisational structure (Heads of Service) i. Break down service areas into specific units (e.g. breakdown the Mental Health service area into the unit manager, team leaders, professional assessors, admin staff, etc).

i. Draw systems diagram here. ii. Cost estimates (TCO initial investment and running costs) iii. Identify who will maintain the systems (will they be outsourced? Run by the department IT? Corporate IT?) g) Physical sites (Heads of Service) i. Cost estimates (rental where relevant, running costs) ii. Services provided per location iii. Estimated annual (monthly or weekly) customer volumes per customer-facing site?

3) From the information gathered from this stage (and the previous stage), build a detailed view of each of the layers.

4) Present the detailed TOM to senior stakeholders.