1. STATEMENT OF INTENT – FINAL VERSION7 May 2012 Co-designing an integrated service system for ‘Vulnerable Families’ INTENT To develop new capabilities to design and co-produce services with current service users as part of a systemic approach to improving outcomes for vulnerable families in the ACT What is the situation in the long-term future? Services System A systemic approach to service delivery across ACT human services which is person centred, outcomes focussed, and operates as ‘one system’ regardless of provider or funding sources Reframed view from service delivery to a service system dealing with all services, their interfaces and interconnections Focussing on the overall outcomes for people, rather than their problems, to create better use of resources (productivity) and a better citizen experience Established culture of innovation and conditions for future success Vulnerable Families Better understanding of vulnerable families and their experiences by ‘Telling the Narrative’ in a clear and descriptive way Engaging citizens in collaboration around services by better identifying their experiences and desires Optionally, a breakthrough idea Culture / Environment Introducing / applying / adapting a collaborative design approach in order to improve future approaches Co-producing outcomes with citizens and other relevant actors of society CURRENT REALITYDESIRED REALITY What is the situation at the moment? Service system Service system has largely evolved in reactive manner without considering the user experience which results in increased service system complexity and duplication System is experienced as compartmentalised – by provider, funding source and program logic – forming parallel streams of services that are poorly integrated and difficult to navigate Focussing on fixing symptoms rather than addressing the causes of the actual issues for families resulting in ineffective use of resources and migration to higher cost and or intrusive services and interventions Examples of existing local initiatives/knowledge that have sought to tailor services in conjunction with citizens Vulnerable families Families that cannot, or choose not to, access the multiple (breadth) and/or intensive (depth) support they require, including mainstream, targeted and statutory (involuntary) support services Difficult to define, quantify what characterizes a ‘vulnerable family’ Despite involvement with services, some families and individuals still experience poor outcomes. This may involve under or over servicing and can trigger non engagement or prolonged involvement with services Culture / Environment Individual services focused on pre-specified ‘delivery’ rather than creating desired outcomes for citizens as part of a systemic approach We will form two individual stream of work Theory – skill building & reflection Train field work team and provide skills, tools and methods they need to understand and design person- centred services – weekly skill building sessions Reflect about the experiences made while applying the learning in the field – weekly learning reflection sessions Iteratively build, update, review and refine the co- design methodology Practice – applying the learning 1.Prepare for citizen engagement by developing the co- design research protocol 2.Gather information on the current situation by conducting fieldwork with citizens and analyse outcome of fieldwork in workshops 3.Identify and innovate possible solutions, opportunities and ideas in ‘fieldshop’ sessions 4.Evaluate and refine possible ideas in workshops and propose solutions for the implementation as part of the final report HOW DO WE GET THERE? Drivers Recognition that a group of individuals/families are experiencing complexity in receiving the support they need and want, resulting in poor service outcomes and ineffective use of public resources The desire to work as ‘one government’ – better collaboration between governmental organisations, community-based work and citizens to create a cohesive service system for citizens Introducing a collaborative design approach – great interest in co-design approaches, concepts and tools to improve outcomes for citizens and the effectiveness for service delivery Focussing question How can we initiate capabilities for an ongoing engagement and learning to give citizens a voice in designing and co- producing services? Service Provider Policies Rules Services Citizens Outcome Communities Public Sector Providers Citizens