The arrogant superstar suddenly brought low? The ardent Trade Unionist promoted to manager? The contract manager for the contact centre was at breaking point. ‘Those bastards! We told them about this change three weeks ago. They haven’t trained, they haven’t resourced, they’re blaming the service, and I know they’re going to use this as an excuse … Continue reading When have you seen someone change their position — and suddenly change their perspective? →

Sign up at https://www.getrevue.co/profile/antlerboyA lazy newsletter this week - trying without categories, so my usual mix is marbled throughout…Top phive / public | service | transformation / systems | complexity | cybernetics / organisational development / transformation / procurement AND commissioning / ethics in public service / environmental and social justice / more brain food … Continue reading Transduction – leading transformation – Issue #33 →

Transaction costs do not predict systems costs If you wanted to predict how many customer contacts a council would have, and how much they cost, what factor do you think would best predict? Population? Number of people in poverty? Geographic size? Housing stock? Spoiler: NOTHING reliably predicts total numbers of contacts and cost. THE PHONE CALL IS COMING FROM INSIDE … Continue reading It’s just noise!  →

The things that have been handed down to you — source obscure — and just become part of your understanding, your practice in your work? Every profession has them, things that just form the background of your work, which feel like yours, or just ‘in the air’ — but which have their own history. For facilitators and trainers, this is usually … Continue reading What’s your Facilitrainer Inheritance? →

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 →