Weeknotes 8- 12 June
How might we help advisers feel confident they have the right answer?
This week we’ve been continuing our work on how we can help our advisers find answers when they’re delivering advice on phone and online channels while our offices are closed for face to face appointments. We’re focusing on if we can reduce the need for advisers to contact a supervisor in some circumstances.
We’re collaborating with 4 Citizens Advice offices in Sheffield, Bournemouth and Poole, Manchester and South Somerset as we’re co-designing a network for innovation. It’s our second week of meeting daily as a team and I’m really enjoying the time we have to hear from each other and share ideas and experiences.
This week we’ve created journey maps for each of the local offices and pulled together some common strengths and pain points. While each has variations in their processes, there were a number of common themes at each stage in the journey. I found it interesting to dig into what kinds of things may be affecting how the adviser is feeling, such as friction when logging into remote software or not being able to see how is available for a chat as they are not in the same office as you.
There is a lot already working well in adapting to working remotely to help maintain team connections and using chat tools to get in touch quickly.
It is interesting how some call software allows all types of staff member to see who is available, but some only show supervisors the availability, as it may have been used to check which callers are online, rather than for anyone to be able to make contact with each other. How we’re working now raises a need to design transparency and openness into tools.
We then spent some time writing some How Might We..? statements based on what we’ve learnt so far. From a vote, we narrowed this down to How might we help advisers feel confident they have the right answer?
We’re hoping we can empower advisers who often have the right answer. It has come up that people might be seeking more validation while they are working remotely. By creating and testing a prototype we hope to learn more about it.
Next week, we’ll be beginning our ideation phase and I’m excited to try the asynchronous ideation that Rhona has designed.
A lot of people are saying you can’t rewrite history, but isn’t that literally what historians do?
They do more research, evidence brings new things to light, more perspectives are considered, we learn more about the past and interpretations are revised.
Back in 2015, when I worked at the BBC, the excellent programme Britain’s Forgotten Slave Owners by David Olusoga was broadcast. I ran the BBC Two social media at the time and was able to do a very small bit to raise awareness of this history. The response on social media was huge as so many people we’re aware of it.
I was shocked by the revelation that when slavery was abolished in 1835, Britain’s slave owners were compensated £16.5 billion in today’s money. This was 40% of the government’s total income at the time. This was only paid off by 2015. There was no compensation for the slaves.
The records detailing the compensation had been put together by a team of academics at UCL and the programme told the story. I studied history at University and I had no idea about the scale of slave ownership in the UK, or that these owners had to be compensated for the loss of ‘their property.’
The common history narrative that exists and is taught in schools is that Britain played a key role in the abolition of the slave trade, often with the suggestion of moral superiority over other nations. This is not our true, ‘objective’ history, this ignores much about what happened before and after and we are still learning about it through academic research.
David Olusoga wrote an excellent piece in the Guardian this week about history and legacy. The documentary is up again on BBC iPlayer so I hope many more people will watch it, learn about the legacy of slavery in Britain and read more about this. I also hope people will understand that history is not itself a statue, but history is an interpretation, it is revised as we learn more about our past.