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YOUR NEXT STEP. WITH A PLAN AROUND IT.

A useful idea.
A journey to make it happen.

A service improvement does not happen in a single conversation. Choose a starting point, shape the steps with your team and keep learning as you go.

8 example programmes

AN EXAMPLE TO MAKE YOUR OWN · 6 weeks

Make one service journey easier

Reduce one avoidable source of repeat contact, delay or confusion.

Your thinking partnerService ImprovementPlan with this advisor ↗

Internal planning template; your team owns delivery and review.

Start with the right knowledge.

  • A public service description and current FAQ
  • An anonymised journey map or aggregate enquiry themes
  • A named owner and a simple baseline
  1. 1
    WEEK 1

    Understand the sticking point

    Choose one routine journey. Ask staff and a small, appropriate user group where people get stuck.

    Keep: A clear problem statement and baseline
  2. 2
    WEEK 2

    Map it together

    Sketch the steps and handovers. Choose one change your team can test safely.

    Keep: A journey sketch and one testable idea
  3. 3
    WEEKS 3–4

    Try a small change

    Test the revised information or handover with an agreed owner and stopping rule.

    Keep: A short test log
  4. 4
    WEEK 5

    Listen and measure

    Compare the same measures and listen for new barriers or unintended effects.

    Keep: A before-and-after learning note
  5. 5
    WEEK 6

    Decide what comes next

    Review the evidence with the service owner. Adapt, stop or expand the change.

    Keep: An agreed next-step plan

Know what you are looking for.

  • Repeat enquiries about the chosen issue
  • Time or steps needed to find the right information
  • User and staff feedback on clarity

A decision for your team.

Which single change is safe to test, and what evidence would justify expanding it?

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AN EXAMPLE TO MAKE YOUR OWN · 4 weeks

Turn feedback into visible improvement

Close the loop between what people tell you and what your service changes.

Your thinking partnerImpact & EvidencePlan with this advisor ↗

Internal planning template; your team owns delivery and review.

Start with the right knowledge.

  • Aggregate feedback themes and response totals
  • Your feedback and accessibility policy
  • Existing improvement actions and owners
  1. 1
    WEEK 1

    Choose what you need to learn

    Agree the service touchpoint, an accessible way to listen and who will review comments.

    Keep: A listening plan
  2. 2
    WEEK 2

    Find the patterns

    Use aggregate themes, preserve the response denominator and separate isolated issues from recurring barriers.

    Keep: A prioritised theme summary
  3. 3
    WEEK 3

    Agree one useful action

    Choose an achievable improvement and an owner. Explain how people can see the result.

    Keep: A You said, we did draft
  4. 4
    WEEK 4

    Check the difference

    Review whether the change helped and what remains uncertain.

    Keep: A feedback-to-action review

Know what you are looking for.

  • Response volume and coverage
  • Time from feedback to an agreed action
  • Whether users recognise the improvement

A decision for your team.

Which comments need human follow-up, and which theme should the team act on first?

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AN EXAMPLE TO MAKE YOUR OWN · 6 weeks

Plan a focused prevention programme

Design one clear prevention message for a defined local audience.

Your thinking partnerCommunications & EngagementPlan with this advisor ↗

Planning template. In Blue campaign delivery tools remain in development; use your approved channels.

Start with the right knowledge.

  • Approved public prevention guidance
  • Aggregate local context and audience insight
  • Your communications approval process
  1. 1
    WEEK 1

    Choose the audience and aim

    Define the routine prevention issue and the one action people should understand.

    Keep: An audience and objective brief
  2. 2
    WEEK 2

    Listen before drafting

    Check the language, barriers and preferred channels with appropriate representatives.

    Keep: A message and access checklist
  3. 3
    WEEK 3

    Prepare the small pilot

    Draft approved messages, FAQs and human contact routes. Confirm permissions and owners.

    Keep: A reviewed pilot pack
  4. 4
    WEEKS 4–5

    Run the agreed activity

    Your authorised team delivers the pilot through its approved channels and records aggregate results.

    Keep: A delivery and questions log
  5. 5
    WEEK 6

    Learn and improve

    Compare understanding and useful actions, not just impressions.

    Keep: A next-campaign recommendation

Know what you are looking for.

  • Understanding of the intended action
  • Relevant enquiries or participation
  • Accessibility and reach across the chosen audience

A decision for your team.

What must your communications owner approve before anything is published?

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AN EXAMPLE TO MAKE YOUR OWN · 30 days

Run a small, responsible AI pilot

Test one routine information problem with clear boundaries and evidence.

Your thinking partnerDigital & AIPlan with this advisor ↗

Internal planning template; your team owns delivery and review.

Start with the right knowledge.

  • Approved public FAQs and source owners
  • Data-handling, security and accessibility requirements
  • A pilot sponsor and a human handover route
  1. 1
    DAYS 1–5

    Set the purpose and limits

    Choose one routine information task. List what the assistant must not do and when a person takes over.

    Keep: A one-page pilot brief
  2. 2
    DAYS 6–10

    Prepare the knowledge

    Check sources, remove restricted information and record review owners and dates.

    Keep: An approved knowledge checklist
  3. 3
    DAYS 11–17

    Test fictional scenarios

    Try ordinary, unclear, misleading and out-of-scope questions. Log errors and retest corrections.

    Keep: A scenario and issue log
  4. 4
    DAYS 18–24

    Review with the right people

    Ask service, security, accessibility and privacy owners to review the evidence and remaining gaps.

    Keep: A pilot assurance review
  5. 5
    DAYS 25–30

    Make the next decision

    Agree whether to stop, revise or move to a separately approved limited rollout.

    Keep: A recorded decision and review date

Know what you are looking for.

  • Accuracy against approved answers
  • Correct handling of out-of-scope questions
  • Unresolved issues by severity

A decision for your team.

Who can approve the next stage, and what would stop the pilot?

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AN EXAMPLE TO MAKE YOUR OWN · 6 weeks

Make partnership handovers clearer

Give people a clearer route between your service and a partner.

Your thinking partnerPartnerships & CollaborationPlan with this advisor ↗

Internal planning template; your team owns delivery and review.

Start with the right knowledge.

  • Public service eligibility and contact information
  • Approved data-sharing and consent arrangements
  • Aggregate referral or handover issues
  1. 1
    WEEK 1

    Name the shared problem

    Agree a specific gap with a partner and identify the people it affects.

    Keep: A shared problem statement
  2. 2
    WEEK 2

    Make the route visible

    Map eligibility, contact details, opening hours and what happens if the route fails.

    Keep: A public-facing route map
  3. 3
    WEEK 3

    Check responsibilities

    Agree who does what and ask the appropriate owners to check data and safeguarding arrangements.

    Keep: A responsibility and permission checklist
  4. 4
    WEEKS 4–5

    Try the agreed route

    Use a limited, authorised pilot and record aggregate handover outcomes.

    Keep: A pilot handover log
  5. 5
    WEEK 6

    Review with the partner

    Identify where people still lose their way and agree improvements.

    Keep: A joint improvement note

Know what you are looking for.

  • Successful connections to the right service
  • Unclear or rejected handovers
  • Time to resolve a route problem

A decision for your team.

Which information can be shared, and who owns a handover that does not work?

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AN EXAMPLE TO MAKE YOUR OWN · 4 weeks

Give your team a more manageable week

Find one practical way to reduce avoidable workload and improve team support.

Your thinking partnerLeadership & PeoplePlan with this advisor ↗

Internal planning template; your team owns delivery and review.

Start with the right knowledge.

  • Aggregate workload themes, not personal health records
  • Your staff consultation and wellbeing policies
  • Current roles, priorities and agreed constraints
  1. 1
    WEEK 1

    Listen to the team

    Run a supportive discussion about routine friction and competing priorities. Use anonymised examples.

    Keep: A short set of workload themes
  2. 2
    WEEK 2

    Choose one change

    Agree what can be simplified, stopped or clarified, and what needs an HR or management decision.

    Keep: A small team experiment
  3. 3
    WEEK 3

    Try it and check in

    Review whether the change helps and whether work has simply moved to someone else.

    Keep: A team learning note
  4. 4
    WEEK 4

    Keep what works

    Agree the next review and document the support the team still needs.

    Keep: A practical capacity plan

Know what you are looking for.

  • Avoidable rework or interruptions
  • Clarity of responsibilities
  • Anonymous team feedback

A decision for your team.

What can the team change now, and which decisions need HR or senior approval?

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AN EXAMPLE TO MAKE YOUR OWN · 28-day example

Keep fraud-prevention support within reach

Design a consented information journey that helps people return when another question arises.

Your thinking partnerService ImprovementPlan with this advisor ↗

Service-design example. Scheduled check-ins, WhatsApp/SMS conversations and cross-channel identity need separate implementation and approval.

Start with the right knowledge.

  • Approved public fraud-prevention guidance
  • A named human contact and escalation process
  • Agreed identity, consent, retention and follow-up arrangements
  1. 1
    DAY 1

    A useful first conversation

    Help a person find approved information and official contact routes through your configured website or phone role.

    Keep: A clear next step
  2. 2
    RETURN VISIT

    Room for another question

    Keep the website guide available for routine information outside office hours. Do not treat it as an emergency response.

    Keep: An accessible route back
  3. 3
    DAY 14

    An optional check-in

    Design a permission-based follow-up asking whether more information or human contact would be useful.

    Keep: An agreed check-in script
  4. 4
    DAY 28

    Review and close the loop

    Let the person stop contact. Your authorised team reviews aggregate learning and any agreed human handover.

    Keep: A review and contact preference

Know what you are looking for.

  • Whether people can find the right official route
  • Usefulness of the information, when voluntarily reported
  • Unwanted contact and opt-out handling

A decision for your team.

Can the person freely choose contact, stop it, and reach a human when needed?

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AN EXAMPLE TO MAKE YOUR OWN · 2-week example

Make routine service information easier to use

Help people find routine GP or public-service information and identify confusing pages.

Your thinking partnerService ImprovementPlan with this advisor ↗

Nonclinical information example. It does not assess symptoms, give treatment advice or book clinical care automatically.

Start with the right knowledge.

  • Approved opening hours, access routes and FAQs
  • Accessible formats and official urgent-help routes
  • A feedback owner and clear information boundaries
  1. 1
    DAYS 1–3

    Choose the routine questions

    List common nonclinical access questions and confirm the correct published answers.

    Keep: A reviewed access FAQ
  2. 2
    DAYS 4–7

    Test the first hello

    Try fictional website and voice enquiries. Check plain language and human contact routes.

    Keep: An access test log
  3. 3
    DAYS 8–10

    Listen for confusion

    Invite optional feedback on finding information without collecting clinical or case details.

    Keep: An aggregate friction list
  4. 4
    DAYS 11–14

    Improve the information

    Ask the service owner to approve changes and repeat the same tests.

    Keep: An updated FAQ and review note

Know what you are looking for.

  • Clarity of opening/contact information
  • Correct route for routine enquiries
  • Feedback on accessibility

A decision for your team.

Which questions must go directly to a qualified person or official urgent-help route?

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