7th June 2018
10am – 3pm
Introductions & Ice-Breaker
Setting the Scene
Melissa Hatch, Strategic Change Consultant
LCA guest speaker – Guy Simpson, Lancashire West
Advice Line National view
Joanne Nash, Service Improvement Team Leader
Shaping the Service
Interactive session – your chance to input into what the service will look like and help plan how to get there.
Priorities and Next Steps
Note: What is the Service Design process?
Service design looks at the local offices current operational context in terms of its people resource, physical resources, outputs and client demand. Taking on board any change of circumstances or need to operate in a different way, an analysis will be undertaken by the Citizens Advice Operations team who in injunction with the local office will propose various recommendations/options that a local office could consider in preparing for these differing circumstances or working in a different way. The operations team will also support the local office with implementing any recommendations/options as agreed.
Engagement from staff and volunteers is vital to support the service design process. You play a crucial role in the development of any recommendations/options that may be taken forward, ensuring that local issues, concerns and ideas are taken into account.