Its feels a bit star trek this week in supporting Local Government ‘Its life Jim, but not as we know it’. There is also a great Spock/ Kirk bromance meme going around regarding self-isolation.
That feels pretty much where I am with clients, the priority services are still the priority services, the opportunities for channel shift are still the same and the need to manage more demand to self-service is still a priority. Its change Jim, but not as we know it. Now it’s far more urgent.
Within days or weeks Councils are going to have to cope with far fewer personnel and potentially big rises in demand for support and information. Given that most of what a council does in terms of customer contact is not safety critical it should be possible to brigade resources to make sure that those in most need do get support. Also that councils support the pandemic response looking after key workers and their kids. The big challenge is going to be driving down all non-essential demand and moving resources to generate enough head space to make this possible.
Having worked on the Swine Flu response in Cabinet Office I know what went on behind the scenes to muster vast capacity to do screening and prescription of Tamiflu online and by phone (remember that!) and stop GPs and A&E being overwhelmed and it worked albeit with a less deadly virus. It was complex and it was really hard work and doing really quickly created a lot of challenges, but it was done successfully. Perhaps because thing didn’t collapse people don’t remember it so much!
Anyway that’s what I’m working on this weekend for a large LA with my colleagues, how to re-work a contact and delivery model in a few weeks to give them the headroom to cope. Feeling like 30% data and tech and 70% rapid change and communication.
I just hope I can work out my own strategy on child care and looking after my parents and in-laws who are in self-isolation between now and Monday.
If you need help on these issues contact me via RedQuadrant at email@example.com or DM me on twitter @geraldpower happy to chat and share