Taking a step back before the next big leap in digital transformation

Dr Gerald Power is RedQuadrant’s director of customer-led transformation and service lead for digital change and digital delivery.

The last two years has been ‘challenging’ to say the least for public sector delivery organisations as they have had to cope with the direct and indirect impact of covid. In many ways covid greatly accelerated change that was overdue and we are seeing step-changes in how service delivery is done and realising very tangible benefits from this. However, those with an interest in change and may also recognise a need to pause and reflect and three areas stand out as in particular need of attention before the next push forward:

i) Ensuring all your internal stakeholders are engaging in solution development. The last two years will have seen some major leaps forward in using cloud storage, Software As a Solution (SAS), use of AI, virtual working and online self-service. However, not all stakeholders will have kept up with this. Those on the ‘front line’ coping with crisis after crisis may not understand the nature of the new technologies being used. There is a need to help them ‘catch up’ and give them space to engage in discussions on how to best exploit it rather than imposing solutions on them.

ii) Thinking in terms of Enterprise Architecture (EA). Using cloud technologies and SAS solutions have many big advantages, but they also create challenges technically and commercially. EA is no longer something that the senior team can ignore or delegate; they have to develop sufficient understanding to establish EA’s that are resilient and effective.

iii) Challenging ways of working and job roles. The sea-change in technology and ways of working should fundamentally change job roles and how performance is monitored. But, this requires transformative change and needs effort and leadership.

In response to the call to reflect there will be the inevitable ‘so what question’, why spend time on analysis and reflection when the technology clearly works and we desperately need efficiency. In response, I would remind readers of NASA and their ‘faster, cheaper, better’ approach.

In the 1990s NASA pioneered an aggressively optimistic approach to programme management which was summarised as ‘faster, cheaper, better’. Initially, it worked very well and the space programme leapt forward rapidly. However, early success was followed by several major disasters including the loss of two space shuttles with their crews. The ‘faster, cheaper, better’ phase was later amended with many programme managers adding ‘pick any two’ to it. While it may not be entirely true that you can’t have all three the NASA experience highlights how important it is to reflect and test when transformative change is happening rapidly and ‘faster, cheaper, better’ might be too good to be true.

RedQuadrant qualifies for a record 17 lots on cross-public service framework contract

Launching today, the new iteration of the ESPO Consultancy Services Framework. Run by the Eastern Shires Purchasing Organisation on behalf of all UK public services (and accessible to charities and other bodies too), we are proud to have been on this framework for ten years. This is a record year for us, though, as we have qualified for all the lots for which we bid – 17 in total:

We received first or second placing amongst bidders for:

  • Revenues and Benefits
  • Public Health
  • General Finance
  • Social Care (Children)
  • Strategic IT
  • Housing and Housing Support
  • Strategic Projects
  • Community Research and Engagement

And top five placing for:

  • Business Services
  • Social Care (Adults)
  • Regeneration and Regional Development
  • Marketing, Communications and PR
  • Leisure, Culture and Tourism (including Library Services)

We also qualified with high scores for:

  • Procurement
  • Highways, Traffic and Transport
  • Environmental and Sustainability
  • Waste and Recycling

The framework is now live and runs for a period of two years.

RedQuadrant Head of Consulting, Frank Curran, said:

It’s a huge vote of confidence from the sector in our unique expertise and experience. It is wonderful to get this recognition and to be able to continue to provide excellent value through fixed-price consultancy, change support, and capability building.

To procure RedQuadrant through compliant direct award or mini-competition, go to:


Long live commissioning! But what shall we call it?

What do you call an approach that moves #publicservices


  • ‘spending money on services to meet needs’


  • ‘intervening and learning in the complex systems that actually shape our lives’?
latest piece in the Municipal Journal

The former sees ‘services’ as the whole universe, brought into being by our public service cash.

The latter sees that people are busy living their lives and that funding is just part of the influence we can have on citizen and community outcomes.

The word we’re stuck with, like it or not, is #commissioning.

It’s been five months since I last wrote ‘it ain’t dead!’ (I checked). And I have to keep saying it.

Yet because commissioning covers that (still vital) process of deciding which services (in-house, outsourced, third sector) are funded and which are not, it still gets bracketed with procurement, outsourcing, and contract management.

It’s much more than that, and since 2011 we’ve been working to show how it much more deserves to be part of #systemschange #systemsleadership and what’s now called #humanlearningsystems

My latest piece in the Municipal Journal is at https://www.themj.co.uk/Long-live-commissioning-/221192

How would you try to get this message across? What would you call it?

See also

Our core positioning piece: ‘commissioning is an approach to transformation’



Can commissioning truly start from the assets and capabilities of citizens and communities? As we inch towards the post-Covid era, what opportunities and risks are opened up by the massive release of citizen and community assets during the pandemic?


Commissioning is dead, long live commissioning


Something new has been named – #systemsconvening


Register for the launch webinar on 2 September: https://bit.ly/SCBookLaunch

Download the book and join the community: https://bit.ly/SystemsConvening

Child exploitation is everyone’s business – contextual safeguarding can help.

By Claire Bethel

Child sexual exploitation (CSE) had a high profile following the public outcry which ensued from the widespread abuse in places such as Rochdale, Rotherham and Oxford. This led to significant changes on the back of Professor Alexis Jay’s report into the handling of CSE in Rotherham in 2014.  Her report brought to light the previously unknown scale of the problem, estimating that at least 1,400 children in Rotherham experienced CSE over a number of years, largely ignored by those responsible for their care and protection. The response – alongside the work of the Independent Inquiry into Child Sexual Abuse, also chaired by Alexis Jay – has included a far greater focus on CSE. Whereas previously, child sexual abuse was viewed as largely a familial problem, the exploitation of children by perpetrators outside the family including groups and gangs, as well as by their peers, has commanded far wider recognition. 

One of the ways in which the traditional approach to children’s safeguarding has changed has been the move towards contextual safeguarding, bringing recognition of the increasing complexity of this landscape. Contextual safeguarding takes account of the fact that, as young people develop, they are influenced by a range of environments and people outside their family including their peers and their online lives. Many local authorities now have complex safeguarding teams which recognise the risks posed by influences outside the home environment. A great deal of resources are consumed by children and young people who go missing, often repeatedly, with much police and children’s social care activity focused on finding and returning them. One benefit of the changing approach and culture is a reduction in the level of victim-blaming and punitive nature of the responses previously associated with CSE. Services – not least the police – are becoming more trauma-informed, trained to recognise the wider context of a young person’s life, the underlying causes of their actions (including Adverse Childhood Experiences) and the opportunities for recovery. 

Increasingly, CSE is seen in the wider context of Child Criminal Exploitation (CCE) with the pervasive risks posed by county lines now seen as a major component of serious crime, involving sometimes quite young children in criminality, more often than not linked to drugs and trafficking. CSE of the type seen in Rotherham and Rochdale seems to be less prevalent given the increased surveillance, with other forms of extra-familial abuse, including peer-on-peer abuse, online abuse and other forms of harmful sexual behaviour, more widely identified.  

The implementation of contextual safeguarding, pioneered by Dr Carlene Firmin at the University of Bedford[1], includes working both at the level of the individual child or young person using techniques such as peer group mapping to look at their contacts and influences, and at the level of the community. Multi-agency safeguarding groups work collaboratively with the local community, including businesses such as hotels and taxi firms – indeed any organisation that comes into contact with children or young people – to establish the potential danger points in the community and to come up with responses collectively. Improving the lighting in the local playground where young people hang out at night or putting CCTV in place in the stairwell in the block of flats where young people are at risk from gangs illustrate what can be done.

Whole-school approaches and peer group work can be particularly helpful in addressing problems in school-aged children with the potential for bystander interventions to address peer-generated abuse and issues such as inappropriate image sharing. Safeguarding is, rightly, seen as everybody’s business rather than a familial problem confined to the home. Parents – frequently seen in the past as the cause of the problem – are increasingly seen as key to the solution and as partners in the team around the child or young person, representing a seismic cultural shift for social workers.  

Some of our work in this area has included working with voluntary sector organisations and local authorities to help them understand the changing nature of the problem and to look at what steps need to be taken to deliver contextual safeguarding and address the growing problem of child criminal exploitation. This presents several challenges: not least, challenges for the workforce to understand the implications for professional practice and the overriding need to work collaboratively with other agencies, and the practical challenges of adapting council information systems geared towards meeting the needs of individual children or young people at risk of harm.

Children and young people affected by exploitation need holistic, flexible, child-centred, trauma-informed, non-stigmatising services delivered by practitioners who can provide a consistent response as and when – and where –  the young person is ready to receive it. We also need to ensure that we don’t focus so much on child criminal exploitation that we downplay the needs of children and young people who have experienced child sexual abuse or exploitation, including online abuse, who continue to require specialist interventions by skilled practitioners.

If you would like to know more about how RedQuadrant could help you to deliver contextual safeguarding in your area, contact claire.bethel@redquadrant.com

Claire Bethel

[1] https://www.beds.ac.uk/iasr/about/staff/carlene-firmin/

We’re hiring! Be at the centre of RedQuadrant

RedQuadrant is looking for a ‘hub’ person, to lead our bid support and admin coordination, working directly to Managing Partner, Benjamin Taylor.

It’s an initial one-year contract, £28-32k with room to grow, remote for the foreseeable future, really at the heart of growing a business – ideally it would be someone with

(1) bid management

(2) admin/operations management, and

(3) consultancy/public sector experience

…but what’s important is hard work and passion to be part of what we do and help us to grow. Please share to anyone who might be interested!


More details:

Full time, remote working for the foreseeable future, initial twelve-month contract with three month probation period, potential to become permanent.

Role to commence first half of May.

£28-32k with room to develop.

You will work directly to the Managing Partner and liaise with service leads and consultants, acting as the reliable centre of the business. This is a role at the heart of a great organisation, with the potential to grow with us and be a recognised and valued leader.

RedQuadrant is a radical, ethical public service transformation consultancy which has survived and thrived in possibly the twelve hardest years for UK public services in living memory (including 2020), and which leads and supports the Public Service Transformation Academy, a not-for-profit social enterprise dedicated to building capability for public services to transform themselves. Please check our websites for more.

We need someone extremely well organised, solid, capable, and hard-working to run our bids, oversee our operations, and co-ordinate flexible hourly admin support and possibly interns and graduates, as well as linking to our small finance team.

The primary task is to provide solid backing to our bid process from opportunity review, supplier portal, framework, and compliance management to bid development, submission, and contract signing. This involves working with our service leads and expert independent consultants, and being on top of our existing material, prior bids, and compliance questions, outlining and quality assuring content, and directing process. An appetite for organising the complex and a will to win are critical.

Alongside this runs knowledge management (in Microsoft 365/SharePoint), tracking of other business leads, and maintenance of pipeline and monitoring. None of this is solo work – but you need to be the coordinator and the unfailing central point of reference for bid leads, consultants, and administrative assistance.

The secondary task is to grow into ensuring that the business runs smoothly and works dynamically to increase impact, reach, and profit, freeing the Managing Partner from operational responsibilities and working together to create new opportunities.

#bidmanagement #consulting #publicservices #operations

RedQuadrant are planting a tree for every person in every meeting (and carbon off-setting, and doing both on behalf of the Public Service Transformation Academy)

The long headline says it all really 🙂

We are happy to partner with Sustainably.Run to plant a tree for every person at every meeting.

Here’s a little video they made on what we are doing to help our meetings, and our organisation, contribute better to sustainability.

For more on this and what else we are doing, go to https://meetings.sustainably.run/show…

we also contribute to https://cotap.org​ To sign up yourself, go to


Learning never stops: The Days After – a learning community to build back better – our Government After Shock event on November 17

Over 100 days in the heart of the first COVID crisis, the learning community to build back better in the days after worked together to try to make sense of things. Over 120 people who care about citizen and community outcomes came together to learn together. Organisations and spaces they came from included housing associations, charities, health, police, local and central government. And a really interesting smattering of international people, transformational linguists, systems and complexity thinkers.

The journey of the group has included:

  • focus on ‘what will we face in the days after’ – appreciating the multivarious and overlapping challenges scenario development to consider the possibilities of what will result… which was not immediately inspiring
  • open space development of key focus areas – from new forms of leadership, to the revolutionising of adult social care commissioning
  • digging into the scenarios and asking ‘what do we want our new future to be’?
  • third horizon thinking to consider what potential realities we can spot and seek to bring through into the new world identifying the prospects for radical rebuilding in the days after, and developing a full vision on ‘what we want to be valued’ in the days after
  • identifying barriers to the achievement of the vision – and how we can model and share these values, and the shared collaborative learning process which led to them
  • along with ‘spin-off’ events on post-crisis communications, ‘five worlds’ for place-based working, and deep engagement – connecting, reflecting, sensemaking

This session will pick up the threads of ongoing connections and learning from our community, develop our connections and welcome new members, and lead into the key Government After Shock questions:

  • What do we need to leave behind?
  • What do we want to keep?
  • What should we do differently?

The event takes places on Thursday 17 November 2020, from 1-4pm UK time.

You must sign up in advance at http://bit.ly/BBBAfterShock to attend – you’ll receive a Zoom link

This is part of the two-day OPSI Government After Shock event, which continues on 18 November.

Home Click here for more on Government After Shock as a whole

History of the group

Our original inspiration was phrased in this way:

  • We’ve been dynamic in dealing with the crisis – amazing things have been achieved.

How do we learn from these breakthroughs?

  • Things are still chaotic and confusing! And will be for some time as the ramifications continue.

How do we make sense of things right now and for the future?

  • How do we prepare for a real reboot in ‘the days after’ the crisis?

Three special ‘spin-off’ events have been held:

  • Communication: continuing past the crisis, engaging citizens – Risks and opportunities in the post Covid-19 world – with Amanda Coleman, former head of corporate communications, Greater Manchester Police. Slides and video etc at: https;//bit.ly/communicatingpastcrisisafter
  • Five worlds for place-based working – with Alan Burns, RedQuadrant’s future operating approaches lead. Slides and video etc at: https://bit.ly/fiveworldsplaceafter
  • Deep engagement – connecting, reflecting, sensemaking – with Anne Bennett and Penny Shapland-Chew of RedQuadrant, Roger Duck of Mapsar, and Amaranatho Robey, the Playful Monk. Drop an email to benjamin.taylor@publicservicetransformation.org if you’d like to find out more

We would like to thank all the participants, particularly those members of the core group who took the time to develop the thinking, structuring. learning and products of this unique community.

To join the group.io group and WhatsApp, which will continue, and to hear about next steps beyond this group, email benjamin.taylor@publicservicetransformation.org

Digital Service Design: Five Laws of Success

Gerald Power, RedQuadrant’s customer-led transformation lead

This is an update of a piece written for the Chartered Institute of Public Finance and Accountancy (CIPFA) several years ago. Since it was written a lot of things have happened. Access to the internet in the UK is now near universal with Ofcom stating in summer 2020 that 98% of households have access to fixed line internet speeds of at least 10Mbs although a stable 13% of households are not online. Smartphones have overtaken laptops or tablets as the device of choice for accessing services and 79% of UK adults personally use a smartphone. [i] The coronavirus pandemic has also forced rapid shifts to virtualised and digital service delivery models that had been in planning for years. However, many local and central government organisations have not yet fully exploited digital in their delivery models and are anxious about the investment and risks. This makes it all the more important for Local Authorities to look at how to design, procure and implement digital services successfully. The ‘laws’ below are an attempt at a simple summary of good practice and emphasise the value of using a variety of independent providers do deliver digital transformation rather than a single supplier. I am also very happy to work with Bloom helping Local Authorities access the kinds of specialist expertise they need to deliver really effective digital change.  

Law zero:  Digital transformation is a wicked problem

If the laws of thermodynamics can have a ‘zeroth’ law, a law so obvious and important it was initially overlooked, then there is zeroth law of digital change and it is that digital change is a ‘wicked’ problem, you will recognise the properties of wicked problems which are as follows: [ii],[iii]  

  • They don’t lend themselves to linear service design techniques and can only truly be evaluated as a whole design rather than the sum of separate parts. This means it’s very likely you will have to work iteratively and apply different approaches to different stages of the digital transformation process, potentially working with different stakeholders, suppliers and subject matter experts at each stage.
  • They don’t have clear boundaries as they are often parts of larger problems. Issues such as back office systems architecture, layers of legacy and bespoke software, ever changing delivery models and customer behaviours all shape the problem of digital delivery. You will have to accept that defining boundaries becomes part of the design process and you may still be doing it at implementation and beyond.  
  • Their solutions are never right or wrong just better or worse.  There are so many possible solutions to digital problems in terms of process design, system hardware and software choices and configurations that it’s probably impossible to find a ‘best’ design. This makes it really important to be able to work in an Agile way and understand when you are near enough to optimal to stop throwing effort at the design solution.

This is all critically important as it means that linear approaches to design, procurement and implementation typically won’t work well or won’t work at all. This influences every step of the journey from the initial analysis of the problem, through business case development and specification setting, to procurement approach, to implementation and then transition to the ‘new normal’ for service delivery. But, none of this is new and the tools available for ensuring you deliver the intended outcomes for wicked problems include:

  • ICT system auditing. This is an essential early action and specialist suppliers can now use quite sophisticated software based approaches to automatically audit your data systems and architecture. This is often much more effective than the traditional lists and spreadsheets sent around an organisation as it provides direct evidence of what’s being used how and when. They often provide very useful insights into things like licence usage, traffic levels and key interfaces very early in the process simplifying later decisions.
  • Systems thinking. This can help you describe complex processes and digital systems in simple enough ways to gain design insights and can help from concept to implementation.  Expert support is typically needed; but once you have the systems models they can be invaluable in communicating with stakeholders, making decisions and navigating change.
  • Benefits based requirement setting. This links to systems thinking and is typically essential in pushing commissioners or sponsors to actually define the benefits they anticipate in a way that can effectively drive a procurement process and design.

Law 1: Business cases and benefits realisation remain essential

Project teams can became so overwhelmed by the complexity and uncertainty of a major digital change project that they became victims of the ‘magic numbers’ business case for digital which goes something like this: 

Digital must be cheaper and better. Firstly, we have lots of guidance from Central Government that tells us how much cheaper and better it will be when services are digital and the Government Digital Service (GDS) will tell us how we need to go about it. Secondly, the private sector has gone for digital in a big way with retail, banking, insurance and most other things you can think of. QED it must be impossible not to be more efficient when you invest in digital. [iv]

However, this is not far from the Elon Musk/Gnomes business case. While that’s amusing it’s also true that many large central and Local Government digital change programmes have failed on this point, assuming they can generalise on the benefits of digital. [v] However, if you have accepted Law zero and taken appropriate action it should always be possible to create a business case based on outputs and outcomes that is agnostic of the technology or design. Calculating savings from channel shift is something I have previously written a paper on and although it requires effort it is relatively simple. [vi] It should also be noted that the business case tends to define the tendered requirement and that it’s remarkably difficult to change that requirement once a contract is awarded. It’s also likely that good suppliers will not bid if your tender requirement does not make sense to them. Again many organisations have been down this road already and means of ensuring you get the business case right include:

  • Coaching. Really big change projects can often be like nothing your teams have ever encountered and so it can make sense to call in coaching and specialist technical support to coach your team through developing the requirement and the business case.
  • The ‘Red team’ approach. One of the best approaches is to call in external scrutiny at key stages in development of the case. If you have a big organisation these may be mostly internal. If you are smaller you may need to appoint external scrutineers.

This can seem ‘over the top’ but when you consider the costs and risks associated with even modest ICT projects, up-front investment in getting the requirement, business case and procurement right rapidly repay the investment. This is something the NAO is always hammering home to Central Government, invest early and get the requirement right.

Law 2: Map the journey but don’t get lost mapping the whole world

Journey and process mapping is of course a critical part of any digital change programme without which the whole value proposition and business case can collapse and that’s why some much GDS guidance on mapping user needs exists. There are many tools are available which can map journeys and processes to improve usability and improve the chances of internal and external stakeholder support.  However, this kind of work is expensive in terms of time, effort and cash so it needs to be targeted so you map what you really need to map and ignore the rest even if it’s interesting:

  • Demographic profiling and user skills assessment offer ways to accurately estimate what proportion of service users and your personnel could complete a process online. There are many good providers of this kind of support, it should not be expensive or take very long for most situations and can be incredibly useful in identifying and managing risk if targeted well.
  • Process and journey mapping techniques allow accurate representation of the ‘as is’ and potential ‘to be’ process options in forms that allow easier analysis and comparison.  However, beware not all mapping is equal and you need suppliers who can work efficiently and effectively focussing on the journey steps that matter most to delivering outcomes.
  • Cost mapping and experience mapping techniques can identify opportunities to optimise the balance between improved customer experience and cost savings.  

In all these areas there will be opportunities for developing skills in-house as well as a need to call in external skills as and when needed. It’s also vital to do this at the right points in the process so it shapes the requirement development, design and implementation stages.

Law 3: You tend to deliver what you measure

When learning to ski a good tip is to look where you want to go and for this reason always avoid looking at trees or cliff edges. It is surprising how many organisations attempt service re-design and transformation without thoroughly understanding where they want to go and what they are looking at. Any change manager or SRO will sleep much more soundly knowing that that monitoring is in place that will let them know if change is occurring as anticipated.  It may seem obvious but many organisations fail to link existing and future metrics into their digital change programme as a means of testing whether benefits are being delivered. However, getting these metrics, KPIs and governance structures in place should not be that onerous.

  • Most Local Authorities have automated systems in place to log contacts and transactions in near real time and typically the benefits of digital lie in pulling contact away from old channels. Calling in subject matter experts can help you harness these data streams to get effective MI and KPIs in place and link them into digital implementation plans.
  • Calling in support on governance and project and programme management can also be very useful, particularly if an organisation is not experienced in managing major change projects and/or complex ICT project and having external coaching can massively reduce risk.   

This links to Law 1 and the fact that even if savings and improvements are possible, they won’t necessarily happen without close management.

Law 4. You normally have to push

Even if you have done your journey mapping and service design well people won’t necessarily migrate to it without a nudge. Trials, beta-tests, expert advice and design support will all help reduce risk; but until it goes live you will not know how much re-work it will need to be fully optimised. Many Local Authorities have invested in very good, highly usable digital service delivery options only to fail by not promoting them effectively. Others get it 98% right and then fail due to some small but very important problems that block uptake and don’t get removed as things not working was not part of the implementation plan.  Approaches and methodologies for moving customers to digital channels and optimising uptake are well established and typically involve using existing touch points and channels to promote the new service in a systematic way, essentially it’s a marketing and promotion campaign.

  • Although no two Local Authorities will be identical, it is always sensible to start by looking at approaches that have worked elsewhere.
  • Templates and methodologies are available for planning a ‘marketing’ or ‘push’ phase of implementation to achieving an accelerated uptake of new online services.
  • Techniques including focus groups, web analytics and live web-chat can all be used to iron out problem steps in processes and fine tune the user experience for digital services.

Law 5. Assisted Digital is better than no digital

There will always remain groups that are unable or unwilling to engage online. Latest Ofcom figures imply a stable 13% of households without a fixed broadband connection and 21% of adults not using a smartphone. However, this should not block development of digital services as extensive support is available for designing alternatives for those who cannot engage via new digital routes. In reality the numbers who cannot use digital are probably similar to the numbers who could not use paper without support due to language, literacy or other problems. There are many well established approached to reducing digital exclusion and meeting the equality of access obligation.

  • There are many providers that map both ‘not spots’ in terms of internet and 4G/5G access and areas where literacy, language and basic skills will be an issue. This can be very valuable in quantifying problems, targeting support and engaging with elected members.
  • There are well proven partnership models for digital inclusion using national or local partners which can offer broad or much more targeted support. Having a proven model can again build confidence in elected members and residents.
  • Expertise can be brought in to design digital services that have the widest uptake possible through including more difficult to reach groups in the service design.

About the Author: Gerald Power

Gerald gained a PhD from Manchester University and joined the Ministry of Defence on its science and technology fast track programme. He went on to specialise in change and benefits realisation with a particular emphasis on the role of technology, skills and behaviour change in the effective delivery of outcomes. During his career he has worked with The Cabinet Office, DWP, DH, HMRC, HMCTS, DEFRA, DfT, Directgov and DCLG as well as many Local Authorities implementing change. His most prominent role within government before leaving to become a consultant was with the Cabinet Office where he provided advice to ministers on the economic case for digital services and on delivering cashable savings. He continues to work for clients on channel shift and service transformation and is currently the service lead for digital change with RedQuadrant.  

Gerald indulging his love of hill walking, taking a ‘leap of faith’ from Eve to Adam on Tryffan, Snowdonia.

[i] Statista 2020, April 2020 UK data, 60% of people over 16 said their smartphone was the most important device used to access the internet. ONS 2019 data, 84% of UK adults had used the internet “on the go” in 2019, using a mobile phone, smartphone, laptop, tablet or handheld device. Ofcom Communication Markets survey 2019, household internet take-up remains at 87%, and 79% of UK adults personally use a smartphone.

[ii] Wicked Problems in Design Thinking. Richard Buchanan. Design Issues, Vol. 8, No. 2, (Spring, 1992), pp. 5-21

[iii] Dilemmas in a General Theory of Planning. HORST W. J. RITTEL and MELVIN M. WEBBER. Policy Sciences 4 (1973), 155-169 

[iv] PWC. Champion for Digital Inclusion:  The Economic Case for Digital Inclusion. October 2009. Page 47. Table 12: Average costs of transactions in different channels

[v] This was a famous Elon Musk quote in response to being asked for details on his planned Mars colony project, essentially saying we don’t have a plan yet, but we do at least know we don’t have a plan.

[vi] Channel Shift: Realising the Benefits. Dr. Gerald Power.  

Kim Curry – Compassion, care and reconstruction

Now published in the Municipal Journal, Kim Curry with Benjamin Taylor

Kim Curry is a former Executive Director and DASS, experienced interim and retained Visiting Professor at Falmouth University.


Since the outset of the COVID-19 pandemic, there has been much debate, and many intelligent articles written, about the need to properly fund social care. There has been a similar amount of discussion on ensuring parity for social care and the need to reform social care, among many other things.

As the Association of Directors of Adult Social Services (ADASS) said, social care is not ‘a problem that needs fixing’ – but there is an opportunity to reset and reimagine using COVID-19 as the catalyst.

The presenting narrative about adult social care cannot be argued with or denied; it’s not even new, it has simply been ignored. If adult social care is finally to achieve the recognition and transformation that it deserves, and that staff at all levels have been campaigning for over many years, we must seriously consider the need for staff to come to terms with what they have seen, what they have heard, and how they feel about their recent experiences.

Continues at the MJ: https://www.themj.co.uk/Compassion-care-and-reconstruction/218808