Richard Atienza-Hawkes

Stoke-on-Trent City Council has undergone substantial change in the past few years. It was recognised by the Audit Commission in 2008-09 for its rapid improvement in services, having been among the 10 worst-performing councils only two years earlier. This progress, however, was not necessarily felt by staff. A focus on audits, as well as gaps and deficits in services, tended to drive a problem-solving approach. It shifted attention away from areas that were working to those that weren’t. As a result, innovative and excellent services being delivered in the organisation often went unrecognised and the learning and best practice was not readily shared. To counteract this, we initiated an appreciative inquiry (AI) intervention and drafted in the Improvement and Development Agency for local government to support us in a “Building on the Best” programme. This was designed to enable the council to discover more about itself – and to use this knowledge to deliver excellent services.