Addressing Citizen Focus and Public Confidence

the challenge

Following the success of the telephony based  YOU First programme and the change of government stance on performance to the single target of Customer Confidence, Procter won the contract for the design and roll out of a force wide citizen focused programme named Putting People First.

The agreed Putting People First goals were

• Building confidence
• Being agile
• Being streamlined

the results

• 2.26% improvement in overall citizen experience
• 9.92% increase in follow up
• 11.45% improvement in ‘racist incident handling’
• 25.71% decrease in incivility complaints
• 52% reduction in organisation cynicism
• 34% increase in managers walking the talk

implementation

• Handbook with integral pre & post workshop exercises provided to all staff
• Approach and messages piloted
• 2 hour scenesetter and one day workshops
• Knowledge transfer - messages integrated into induction, product & process programs
• Closing conference - sharing feedback and promoting successes

differentiator

• Visioning team of Force Executive Board, ACPO members, front line & support staff involved throughout design to ensure realism & credibility
• Co-delivery by senior manager on all sessions
• Delegates mixed to promote understanding of the role of others and encourage communication
• Nominations for awards and development of 90 day sustainability plans voted by colleagues
• Coaching of senior managers to keep messages alive