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Engaging for success: Enhancing performance through employee engagement an engaging culture must start with them is that the effects can be extraordinary, and do not require substantial intervention; in fact, that would defeat the purpose.” 77 37 There are many other public sector examples where employee engagement has improved performance. Case Study Wychavon District Council Wychavon District Council in Worcestershire serves 117,000 people in Worcestershire and has seen performance and engagement levels rocket from a mediocre position several years ago where departmentalism was rife, customer service patchy and inspection meant unwelcome interference. Running now what is described by the Leader as an “entrepreneurial, not municipal style of business” the Council was voted by staff as The Times Best Council to Work For in 2008, was Council of the Year in 2007 and is the only district council to score top marks in use of resources and value for money audit assessments for 4 years running. As Jack Hegarty, MD, explains “our strong performance is all down to the engagement of our people; we simply couldn’t deliver the great deal residents expect from us without the motivated team we now have.” Case Study Runshaw College Until Runshaw College carried out an employee survey in 1993 it did not really know how its staff felt or how to harness all of their expertise and energy. In light of the results, Runshaw developed and agreed a common mission and values and allowed managers more autonomy and the responsibility to nurture leadership capacity in others. Each year Runshaw’s commitment to desired leadership behaviours and management strategies is tested through a management style survey. Values and strategies are communicated through a weekly student and staff newsletter, monthly management meetings, termly briefings, and a college commitment to fundraising at home and overseas. There is also a strong focus on volunteering and citizenship and holistic development. 77 Ibid 54
Chapter 2: The Case for Employee Engagement – The Evidence Thanks to this focus on communication and development, staff at Runshaw are now much more committed to a common set of values. The College agrees an annual theme to reinforce the message of supportive zero tolerance and a focus on higher and higher standards which permeates the organisation. There is considerable emphasis on a teaching and learning academy which supports all staff to uphold the college ethos. The organisational values are discussed by the Principal with all new staff and everyone belongs to an improvement team which meets regularly to ensure that there is a clear focus on the college mission, and that this is being achieved on a day-to-day basis. Ofsted recently recognised the success of the values-based approach in their report which stated: “The culture of respect that now permeates the college is backed by rigorous systems to ensure all students reach their full potential”. Case Study South Tyneside Council In South Tyneside Council, a ‘hard nosed, warm hearted approach’ empowers employees to deliver innovative solutions and better services. South Tyneside Council has developed a one team approach, working with partners who share a determination to deliver a better future and the best possible services for the people of South Tyneside. Innovation is key with a recognition that creative solutions come from everyone – the people on the ground and partners, as well as experts. To deliver innovative solutions, everyone, including employees, needs support to be the best they can possibly be. South Tyneside’s Blitz-it and graffiti team leaders all have Blackberries so the customer contact centre can send through immediate reports of littering or graffiti. Customers are often surprised to see such a quick response from the teams out in the community, who are empowered through instant information and technology to respond so quickly – an innovative solution that saves time and money, and gives greater satisfaction for the community and employees. Individuals and team achievements are recognised in the annual ‘Big Thank You awards’ with a golden sock award for employees who knock the customer’s socks off by their excellent customer service. Caring colleagues are also recognised, supporting the well-being of employees and the wider community. 55
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