Subscribe - and see a nicer formatted version - at https://www.getrevue.co/profile/antlerboy Season's greetings everyone! Top phive of the week How does the signal of demand get through to your organisation?Are you actually able to hear where you can create value? I was once in a project to redesign a council’s Housing Benefits form, and ‘make … Continue reading Transduction – leading transformation – Issue #32 →

Are you actually able to hear where you can create value? I was once in a project to redesign a council's Housing Benefits form, and ‘make it digital'. The form was 60 pages long, and optimally designed for approximately 2.2% of applicants. That's because the vast majority of applicants were already on a ‘passporting benefit’, … Continue reading How does the signal of demand get through to your organisation? →

When were you last put on a waiting list? Were you pleased? Did you think you were actually getting something, or just because you got to avoid rejection? When we analysed demand, in customers' own words, across a London borough, we found some really striking things One of them was that, when we did a … Continue reading ‘No, but I could put you on the waiting list?’ →

This is a bit lower-effort again, as I am now triple-jabbed (with the ‘powerful’ AZ and Pfizer combo) thanks once again to the generosity and organisational effectiveness of the Serbian government - and already feeling rough. To end the year business-wise a tender loss by 1.39%, again with no pitch or interview. I honestly feel … Continue reading Transduction – leading transformation – Issue #31 →

When leaders have no idea of the real-life experience of their service, finding out can be a hell of a shock.That's how the Smarter Borough Hotline nearly got me fired.I called the ‘Smarter Borough hotline’, our high-profile, vote-winning new service, as a junior officer at the council, but part of the CustomerFirst Board, with the … Continue reading How are you experiencing what your customers experience? →

but without it, you’ll be both poisonous and venomous to the world. What generates really deep positive energy for you? What quote do you *actually* stand by as something you live by? I don’t do a lot of seasonal posts — nor a lot of happy-clappy self-help. But I do think the New Year is a good time … Continue reading Self-love can make you blind →

Subscribe for full images and better links: Have a great one!My highlights from the last week (and some from issue 13, from September 5) Have a great one! My highlights from the last week (and some from issue 13, from September 5) Winterval - Wikipedia Happy Winterval, everyone! http://pigsonthewing.org.uk/winterval-the-truth/ Top phive of the week National … Continue reading Transduction – leading transformation – Issue #30 →

Well, that’s a classic show-stopper, isn’t it?  How often have you heard that in a workshop or discussion? Power, like ‘leadership’, ‘innovation’, ‘culture’, and ‘transformation’, is one of those — ahem — power words. Very often, it allows us to seem deep and reflective, without actually getting anywhere. It’s frequently gesturing at a real feeling, a real set of issues — in … Continue reading “We aren’t talking enough about power” →

Have you ever been ‘referred’ or ‘signposted’? How did it feel? We worked with one council to analyse the whole of their customer contact. The council was very dedicated to accessibility and support to those in the community most in need. What we found was that all the good intentions were a part of the … Continue reading Have you ever been ‘referred’ or ‘signposted’? How did it feel? →

Top phive of the week What do you think of each other? How dangerous would it be if everyone knew? A partnership exercise Here is my theory of tomato inflation and latte carcinisation What else have you noticed that degrades over time? What are the organisational equivalents of these theories? Tomato inflation When I was … Continue reading Transduction – leading transformation – Issue #29 →