The Charteris approach

• We first presented this work publicly in July 2010. It was new and aspirational, and created interest but scepticism in the LA community
• Customer representative groups have been fully involved and have unequivocally backed the project from the outset
• Each step on the journey has yielded demonstrable savings and better outcomes
• The participants are now starting to work in this new way and will be fully converted by the start of 2012
• Making triangles out of boxes has wide applicability and will significantly reduce the cost of care and support despite the demographic pressures
• We have deep experience of working with all the main stakeholders, particularly customers, and the know-how to make this practical