Public services don’t fail primarily because of money, digital, or process but because they are numb to themselves. Systems practice is a humanism; a responsibility. We draw a line: service / citizen. Systems practice helps us see the implications of that and work relationally. https://www.linkedin.com/posts/antlerboy_public-services-dont-fail-primarily-because-activity-7429442843301175296-arYW Public services don’t fail primarily because of money, digital, or process.They … Continue reading Public services don’t fail primarily because of money, digital, or process but because they are numb to themselves →

My weekly posts The most expensive thing in a workshop is the facilitator trying to be useful. In workshops, the costliest thing we can do is try to be “useful” too quickly. Not because helping is wrong, but because it often comes from our own need for safety and status in uncertainty. So we rush to … Continue reading Transduction – leading transformation – Issue #209 →

The most expensive thing in a workshop is the facilitator trying to be useful. Join the conversation on LinkedIn. https://www.linkedin.com/posts/antlerboy_the-most-expensive-thing-in-a-workshop-is-activity-7426910001493008384-z2Re The most expensive thing in a workshop is the facilitator trying to be useful. Not because ‘helping’ is bad, but because the urge to be of immediate use is usually a bid for safety. And status. … Continue reading The most expensive thing in a workshop is the facilitator trying to be useful. →

My weekly posts Cheat sheet for more relational customer-first services Public services often use “relational” as if it’s automatically better, but the real issue is a gradient. Transactional services aren’t bad — they just assume tidy lives and clear needs. Relational practice starts where that breaks down: messy realities, low trust, and problems that don’t fit … Continue reading Transduction – leading transformation – Issue #208 →

Here’s the RedQuadrant cheat sheet for more relational customer-first services: https://www.linkedin.com/posts/antlerboy_redquadrant-customer-first-public-services-activity-7424377183965442048-qzep Where in your service is the exact moment a person stops being a human being with a story, and becomes ‘a case’ that nobody truly owns? Public services keep using the word ‘relational’ like it is a moral upgrade. Sometimes it is. Sometimes it is just … Continue reading Cheat sheet for more relational customer-first services →

My weekly posts If you want to transform adult social care, health, or public services more generally, stop obsessing about ‘demand management’. Start with citizen contact. If you want to transform adult social care, health or public services, stop fixating on ‘demand management’. Start with citizen contact as the system’s sensing organ, not a cost to … Continue reading Transduction – leading transformation – Issue #207 →

My weekly posts The Vitamin I’m reflecting on the fantasy of “The Vitamin” – that one missing thing which, once discovered, suddenly explains all the struggle and unlocks brilliance. Individually, we dream of a breakthrough that makes everything easier. In organisational life, I see the same hope: that one change, insight or fix will deliver … Continue reading Transduction – leading transformation – Issue #206 →

Imagine you collapse and they realise you lacked something – and suddenly you’re brilliant, and everyone is so impressed you persevered before. Yes, it’s The Vitamin. What’s The Vitamin in organisational life? https://www.linkedin.com/posts/antlerboy_salvation-enlightenment-the-vitamin-whats-activity-7419298721139425280-h-5N Salvation. Enlightenment. The Vitamin. What's the equivalent in your organisational life? Everyone's hoping for a turnaround - this delicious little post and … Continue reading The Vitamin →

I wrote the below in 2019 for the Local Government Chronicle, published 13 August. It does at least show that I am consistent. Just this weekend, I've seen news of the launch of 'CustomerFirst' cross-government (the same name we used for customer focus and eGovernment in Hammersmith & Fulham in 2003 - and the same … Continue reading “A little bit sick of paradigm shifts” →