Becoming a multi-service provider
The next section examines some of the practical considerations becoming a multi-service provider.
Placing aside any moral drivers, the ask requires committing to a major transformation of business model, workforce and ways of dealing with customers, communities, funders and stakeholders. It would be like turning the organisation inside out to think through ingrained habits and very ingrained ways of thinking. I set out a three-stage process.
Step 1
- What is the case for change?
- How will you structure the process? How would you measure results?
- Can you afford to do this now?
- What would be workforce implications to equip existing colleagues and filling gaps through recruitment?
- What would the payment model look like?
- What would be the governance and leadership implications?
Step 2
- Which customers will you focus on?
- What outcomes do you want to achieve?
- What services do you need to help achieve these outcomes?
- What internal administrative and system changes will be needed?
Step 3
- How will you evaluate the pilot project? How much will it cost?
- How will you pay for it?
- How will you use the learning to go to larger scale implementation?