On the road again

Martin Evans: 07 July 2009 in About us

We've just finished a round of Simplification seminars, offering an introduction to what we're about, and a chance for people to bring in documents for an expert appraisal. Not quite the Antiques Roadshow, more an opportunity to discuss common problems and explore solutions. We've been to Edinburgh, Cardiff, Reading and Leeds, and we're planning a similar event in London before too long.

People from 22 organisations attended - from building societies, banks, insurers, government departments and regulators. We enjoyed it and we've had some very appreciative comments from those who came.

Much of the time was spent on practical solutions to common problems - but it was interesting too how some of the same bigger themes kept cropping up. An appetite for more learning. The way regulation and legislation can close off options for greater clarity. How lack of ultimate ownership of documents can lead to turf wars over contents and design. Poor communications between those who process customer relations and those who design the tools they use. Design brought in too late, when IT solutions and other decisions have closed off the best options.

But it was interesting too to see examples of excellent design. Not always from the best-resourced organisations either. A common strand in each case was an organisation which knew its customers, which listened to the people and which had powerful internal communications. All much easier when you're small. All requiring much leadership and management effort when you're big.