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Assets-Based
Approaches
into
Public
Service
Reform
Using
Personas
to
Illustrate
Reform
in
AcEon
Tony
Roberts
June
2016
Page 2
Locality
Engineer
County
Council
Dave
Its
all
about
people
and
the
way
that
people
use
roads,
paths,
and
the
local
environment.
Photo
First
Tuesday
of
the
month
is
Ribble
Brook
day.
The
local
community
group
do
monthly
street
audits
for
us,
taking
pictures
and
marking
out
potenEal
issues
on
maps.
Theyre
really
well
placed
to
idenEfy
problems
before
they
arise,
so
we
can
prevent
the
need
for
a
big
spend
in
the
future.
Many
of
the
older
people
use
wheeled
walking
frames,
but
there
are
no
dropped
kerbs
nearby,
they
walk
slowly
and
so
struggle
crossing
the
busy
road
and
some
of
the
street
lights
are
out,
which
makes
them
feel
unsafe,
especially
now
the
nights
are
drawing
in.
One
of
the
residents,
Edna,
is
a
worry
because
shes
not
been
out
of
the
at
in
3
months.
She
says
there
is
lots
to
do,
but
she
cant
get
around.
This
coee
morning
is
the
rst
proper
thing
shes
done
in
months.
Shes
really
frail,
so
I
asked
her
if
she
minded
me
seeing
if
theres
anything
else
we
can
do
for
her.
She
was
delighted,
so
Ill
call
Customer
Contact
Centre
later
today.
In
the
next
couple
of
weeks,
Ill
draw
up
and
cost
a
local
improvement
plan
and
bring
it
back
next
month
to
see
what
people
think.
Page 3
Resident
Ribble
Brook
Edna
GeAng
older
shouldnt
mean
theres
nothing
leB
to
look
forward
to.
Its
about
giving
something
back.
Photo
Ive
always
liked
living
around
here,
but
these
last
few
months,
Ive
not
been
so
good,
so
I
cant
get
out
and
about
much.
Its
scary
outside
now
Im
on
my
own
and
struggling
with
my
back
and
my
legs
arent
what
they
were.
I
think
that,
unless
you
have
these
problems,
its
hard
to
understand
what
its
like.
Its
the
liMle
things,
like
worrying
if
that
car
will
slow
down
in
Eme
for
me
to
cross
the
road.
Funny
how
things
change
20
years
ago,
I
was
running
the
local
library
and
my
husband
was
a
reEring
from
40
years
as
a
postman.
This
morning,
a
nice
man
from
the
Council
came
down
for
a
coee
morning
with
us
residents.
He
got
out
these
maps
of
the
area
and
we
showed
him
where
we
cross
the
road
and
why
its
dicult
to
see
what
trac
is
coming.
He
asked
about
the
at,
which
I
told
him
is
cold
and
a
bit
damp,
but
I
cant
aord
the
heaEng.
He
really
listened
to
me
and
said
hed
contact
social
services,
the
housing
people
and
some
community
groups
to
see
about
geRng
me
back
on
my
feet
again.
Page 4
Ali
I
feel
like
a
harbour-master,
guiding
enquiries
to
the
right
place
and
making
sure
everything
works
and
runs
smoothly.
Photo
Got
a
call
this
a`ernoon
from
Dave
the
Engineer
in
North
Ribble
about
a
lady
called
Edna.
Hes
worried
that
shes
not
geRng
out
and
about
and
that
her
health
might
suer
as
a
result.
I
gave
her
a
ring
and
she
told
me
about
being
a
librarian
for
40
years,
about
her
husband
dying,
about
her
damp
at
and
how
shes
now
struggling
to
get
out
because
of
the
local
area
and
her
mobility.
I
asked
her
how
things
would
be
if
they
were
beMer
and
she
said
that
shed
love
to
run
a
reading
group
with
young
children
and
help
adults
to
read
and
write.
She
said
that
literacy
in
Ribble
Brook
is
quite
poor,
which
aects
peoples
life
chances.
In
an
organisa)on
as
diverse
as
this,
its
important
to
have
people
who
are
well
connected
and
know
the
breadth
of
what
we
do
I
suggested
that
I
could
put
her
in
touch
with
the
local
community
group
in
Ribble
Brook
and
the
primary
school
about
the
reading;
and
that
I
could
refer
her
to
our
social
worker
and
to
the
housing
ocer
at
the
district
council
for
an
assessment
of
her
at
and
her
social
needs.
Made
some
calls
the
local
social
worker,
Joe,
is
going
to
arrange
a
joint
visit
with
the
housing
ocer.
Sarah
at
the
community
group
is
going
to
pop
out
to
see
Edna
on
Thursday
and
arrange
to
go
with
her
to
the
primary
school.
I
popped
all
this
in
an
email
and
circulated
it
round
everyone
-
Dave,
Sarah,
the
housing
ocer
and
the
school
-
so
everyone
is
aware
of
whats
happening.
Page 5
Community
Worker
Ribble
Brook
Sarah
I
love
bringing
together
people
who
have
lived
near
each
other
for
years
but
not
even
said
hello.
Photo
I
rst
met
Dave
the
Engineer
about
a
couple
of
years
ago
at
a
community
safety
event
on
the
estate.
The
residents
really
laid
into
him,
saying
you
havent
done
this,
or
that
drain
needs
xing
or
why
is
that
street
light
not
working.
It
wasnt
pleasant.
A`erwards
we
sat
down
and
looked
at
how
we
could
work
beMer
together,
idenEfying
problems
early
and
looking
at
good
soluEons.
He
was
really
up
for
it
and
really
understood
the
impact
that
roads,
crossings,
lighEng
and
such
have
on
peoples
lives.
We
struggle
as
a
small
community
group.
Were
really
keen
to
run
acEviEes
that
bring
the
community
together.
Wed
love
to
do
more
but
we
dont
know
the
rst
thing
about
nance
or
estates
or
business
planning.
So
it
has
been
really
useful
to
have
a
relaEonship
with
Simone
in
the
County
Councils
nance
department.
She
comes
down
for
an
a`ernoon
every
few
months
to
give
us
Eps
on
keeping
the
books.
Its
a
liMle
thing,
but
it
makes
all
the
dierence.
Page 6
Social
Worker
County
Council
Joe
Theres
nothing
beLer
than
being
able
to
discharge
someone
because
theyve
regained
their
independence
Photo
A
new
referral
came
in
from
Ali
in
the
Customer
Contact
Centre
for
a
lady
in
Ribble
Brook.
Poor
housing,
limited
mobility
and
health
issues
are
impacEng
on
her
independence
and
her
desire
to
make
a
dierence
in
the
local
community.
First,
I
needed
to
nd
out
whos
involved
already.
Ali
had
done
a
great
summary
email
which
helped
get
me
started.
First
call
was
to
Denise,
the
district
housing
ocer,
to
see
if
Edna
is
known
to
them
and
if
we
can
go
out
and
see
her
together.
Next
was
the
GP
and
the
Integrated
Neighbourhood
Team.
Page 7
Finance
Ocer
County
Council
Simone
Its
all
about
results.
Whats
the
outcome?
How
much
will
things
improve?
Photo
I
had
an
interesEng
request
for
a
personal
budget
this
morning
from
Joe,
the
social
worker
in
North
Ribble.
Edna
wants
to
stay
in
touch
with
her
friends
and
family
and
to
be
more
acEve
on
the
estate,
but
shes
struggling
with
her
health
and
mobility.
In
the
past,
we
would
only
have
come
across
people
like
Edna
a`er
theyd
gone
into
crisis,
and
I
can
see
that
if
we
dont
do
a
liMle
something
now,
shes
will
be
a
prime
candidate
for
needing
a
signicant
amount
of
help
in
the
near
future
probably
a
residenEal
home
so
its
important
that
we
keep
her
independent
and
acEve.
A
smart
phone
or
tablet
will
certainly
help
her
stay
in
touch
with
friends,
as
well
as
give
her
beMer
access
to
informaEon,
online
services
and
health
apps.
Ill
also
look
at
our
digital
inclusion
strategy
to
see
how
that
could
help.
I
know
from
the
community
group
that
there
is
a
Time
Credit
scheme
in
the
local
area.
She
can
get
recogniEon
for
any
Eme
she
spends
with
young
people,
which
she
can
then
trade
for
pampering
sessions,
courses,
handyman
Eme,
Eckets
to
events,
all
sorts
of
things.
Ill
suggest
it
to
Joe.
I
also
know
that
we
recently
put
some
investment
into
a
community
learning
scheme
in
the
area,
where
local
people
share
skills
and
train
each
other.
The
aim
is
to
get
local
people
on
the
path
to
learning
and
into
employment.
Its
had
great
results
and
weve
seen
the
impact
it
has
had
on
the
local
economy.
It
sounds
like
Edna
would
be
a
great
asset
for
that
scheme.
Page 8
Learning
Facilitator
North
Ribble
Skills
Agency
Claire
It
pains
me
to
see
peoples
skills
siAng
idly
in
their
houses,
when
they
could
be
making
the
world
a
beLer
place.
Photo
I
had
a
phone
call
from
a
lady
in
Ribble
Brook
this
morning,
called
Edna.
Shes
been
given
my
details
by
her
social
worker,
who
has
been
helping
her
get
more
involved
in
the
local
community.
Edna
is
really
passionate
about
sharing
knowledge
and
skills
and
shes
got
a
lot
to
oer,
having
been
a
librarian
for
40
years.
Shes
been
doing
some
reading
groups
in
the
local
primary
school
for
a
few
weeks
and
now
she
wants
to
do
more.
We
talked
about
running
some
funcEonal
and
life
skills
courses
in
the
local
community
centre
budgeEng,
IT,
reading,
CV
wriEng
and
cooking,
that
kind
of
thing.
She
said
that
there
is
a
group
of
reEred
local
residents
who
would
love
to
contribute
something
to
the
community.
In
return,
theyd
like
to
know
more
about
new
technology,
like
social
media,
Skype,
smart
phones
and
such.
I
talked
to
Sarah
at
the
Community
Group,
who
loves
the
idea.
She
is
condent
that
she
can
get
some
young
adults
together
who
would
be
interested
in
learning
some
old-school
budgeEng
tricks
and
who
would
show
Edna
and
her
friends
how
to
use
digital
technology.
We
can
use
the
Time
Credit
scheme
to
acknowledge
their
Eme
and
I
will
look
through
the
curriculum
to
see
how
we
can
accredit
their
learning.
Ill
also
contact
Economic
Development
at
County
Hall
to
see
if
there
are
any
upcoming
iniEaEves
that
we
can
hook
into.
A
while
back
we
ran
a
child-care
scheme
with
young
mums,
who
went
on
to
set
up
a
creche
for
people
working
at
a
big
new
call
centre
in
town.
We
wouldnt
have
done
it
without
that
intelligence
from
Economic
Development
Page 9
Assessment
Page 10