Impact of the Introduction of KLOE Darren Walklate

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Impact of the Introduction of KLOE
Darren Walklate
Darren.walklate_at_meritec.co.uk Telephone Meritec
ServicePoint on 0845 345 1144
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Agenda

• Brief context and background
• A few key points
• Two key judgements
• Scoring
• Evidence
• How hard is it really?
• Should we be worried?
• Pilot sites feedback
• Current inspection sites
• So what should we do?
• Fancy slide to finish and questions

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Context Background

• Had your PSF money
• Performance is generally good now
• Burning platform for service delivery -
  continuous improvement at reduced cost
• DWP BFI Carrot on stick days are gone
• Enter the Audit Commission

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Two key Judgements

• Judgement 1
• What has the service aimed to achieve?
• Meeting the needs of the community and users?
• Delivering value for money?
• Judgement 2
• Service track record in delivering improvement?
• How well does the service manage performance?
• Does the service have the capacity to improve?

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Scoring
CPA

• 1 Poor
• 2 Fair
• 3 Good
• 4 Excellent

KLOE Inspection

• Judgement One
• Zero stars Poor
• One star Fair
• Two star Good
• Three star Excellent

• Judgement Two
• Zero stars Poor
• One star Uncertain
• Two star Promising
• Three star Excellent

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Evidence
The Audit Commission will look for evidence that
will validate answers to the judgement questions.
They have produced a list of examples of
evidence linked to questions.   While the BFI
would look at case level evidence, the Audit
Commissions emphasis is on strategies, policies,
procedures, plans, agreements, surveys, minutes
etc The Pilot sites report that they had to
supply hundreds of documents, often in electronic
format.  
Knowledge management - Consider centralising
policy, strategy and procedure documents.
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How hard is it really?

• Linkages
• LAA only six
• Corporate plans
• Stakeholder Liaison
• Next year or ten years?
• Not easy to pull wool
• Strong methodology
• Experienced guys
• Triangulation
• Harder test

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Should you worry about KLOE ?
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What the pilots said

• Customer Focus
• Question 2.1 sets the scene asking if the
  customers needs are at the heart of the design
  of the service.
• Not the same as the customer being satisfied
• Ask them what their needs are
• Understand how your customer base is made up  

• Performance
• Still very important
• Scores on the doors
• People Process and systems
• Performance management, review and analysis

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Current inspections

• 35 per year is ambitious
• Audit Commission Confirmed
• South Staffordshire on site 9 June
• Sheffield on site 23 June
• Barrow in Furness on site 14 July and
• Royal Borough of Windsor and Maidenhead on site
  1 September.

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So what do we do?

• Head in Sand
• Or
• Know your enemy
• Self assess (quick)
• Decide aiming point
• Build coalition
• Plan
• Implement

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Prerequisites for Success
Considered appropriate response
Robust Plans
Boils down to good planning and
management Paddling your own canoe
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KLOE is a challenge for all Authorities dont
be complacent or get caught out
KLOE - Need to get going NOW
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Questions
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Darren Walklate - Meritec 0845 345 1144
darren.walklate_at_meritec.co.uk