The following types of council services THOUGHT they knew what their purpose was, until they listened to their customers and looked at actual demand on their service.
Using data gathered from their customers, listening to the problem the customer had, they changed their purpose.
Before this their purpose and activities were decided using PUSH, decided and written down in advance (purpose and activities decided in a plan , customer service standards, nationally set of measures, a set of job descriptions)
After they discovered their purpose by PULL, purpose based on data from customers, it was radically different to what they thought they were for and so they were able to deliver radically better services.
It seems obvious when said this baldly, but purpose decided in advance of meeting reality is never as accurate as when it is decided after meeting it.
Oh, and because they were doing the right thing, they cost much less and customers began to love them for it.
PUSH Give me a taxi license
PULL Get me home safely
Adult Social Care
PUSH Meet personalisation and direct payment targets
PULL Help me live the life I want to lead
PUSH Put me on the waiting list
PULL Help me solve my housing problem
Development Control (PLANNING)
PUSH Meet the 8 or 13 week target for minor and major applications
PULL Ensuring that development is acceptable
PUSH Fill in pot holes and carry out inspections
PULL To provide a safe and reliable highway for all
PUSH Manage cases and carry out high risk inspections
PULL Improve the trading environment