Information Centres are a powerful communication and problem-solving tool, with team information and performance physically displayed on walls or boards. The objective with TCS was to give staff full accountability for performance, using the Information Centres to record and display key measures that lead to informed data-based business decisions.
The roll-out saw Information Centres set up across the charity, including one at Senior Leadership Team (SLT) level, five at Directorate level and the rest for front-line teams. The format of each Information Centre was the same (three sections – Long-term, KPIs and Problem Solving), however the content was bespoke to the team. The KPI section contained all the metrics each team needed to judge how well it is doing and what needs to change to create improved performance.