Creating High Performing Service Delivery

Transcription

1 Creating High Performing Service Delivery OMSSA Policy Conference December 12, 2016

2 The Question How do we create high performing service delivery systems? 2

3 Session Overview Welcome Overview of Transformation Approach, Orientation to Key Steps Identifying & Sharing: Your Thoughts & Ideas on Barriers and Challenges to Transformation Group Discussion: Identifying Solutions for Transformation 3

4 The Context Evolving citizen expectations + Evolving citizen needs + Challenging fiscal environments + Technological change 4

5 Current State of Most Public Sector Markets Program fragmentation Disempowered Clients Provider capture; limited provider differentiation SUBOPTIMAL VALUE Barriers to market entry and exit Limited view of market performance; program vs. sector view Limited understanding of value from customer perspective Static market regulation; politicized governance Incentives linked to activities, not outcomes 5

6 Taking a Commissioning Approach KPMG s commissioning methodology uses seven steps to identify the best service delivery option based on intended outcomes, with increasing levels provider/user engagement throughout Define Outcomes Assess Client / User Needs Assess the Current State Conduct Market Assessment Define the Options; identify Target Operating Model Establish Performance Architecture Develop Implementation Plan Define the specific outcomes you intend to achieve Learn as much as you can about the clients you serve Determine how well you re meeting your intended outcomes 4a. Analyze the characteristics of the market 4b. Conduct market sounding to assess market maturity and willingness of the market to deliver Identify the options to deliver the intended outcomes, regardless of current model, and the role of each actor in the system Define the metrics that will assess whether or not your commissioning strategy is successful Determine the steps needed to implement the selected strategy while minimizing disruption Core commissioning analysis Solution design including potentially: Vendor engagement (if appropriate) Keep and improve Cease the service New model 6

7 kpmg.ca Omar Raza Manager, Public Sector Advisory Services KPMG LLP KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative ( KPMG International ), a Swiss entity. All rights reserved. The KPMG name and logo are registered trademarks or trademarks of KPMG International. The information contained herein is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavour to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act on such information without appropriate professional advice after a thorough examination of the particular situation.