BPR in Building Services:

BPR project in Building Services, together with new IT capability. Designed new organisation role and responsibilities. Developed Business Case and then re-engineered the repairs business.

Mobile Working:

Mobile Working Project.

BPR and ABC in Planning:

Process improvement for Major Planning Applications.

Chesterfield Borough Council

Building Services Case Study

Mobile Working article in "Briefing Notes"

One of four pathfinders for CLG’s Transformational Planning project for which we provided training and support  – this is CLG’s finding:

The pathfinders found a number of benefits to their service from undertaking their BPI projects:

• Each of the Transformational Planning pathfinders expects to deliver cashable savings through their project up to 14%

• Each of the pathfinders has identified areas of non-value adding activity which can be removed, with the time channelled into more value adding areas for customers and staff

• Staff have become more customer-focused – they now give even greater consideration to how their activities affect customers, and vice versa

• The pathfinders are utilising the tools and techniques gained from their projects in other areas in their authority – building capacity for positive change

• Staff became highly engaged and enthusiastic in the projects, and their potential to improve both their jobs, and the service they provide to the community

• The pathfinders found additional benefits from collaborating with each other on their projects – the Yorkshire pathfinders would go as far as to say that their projects were a single, shared journey, rather than three separate workstreams

• Overall, each of the pathfinders expects to increase their ability to fulfil their primary goal – delivering high quality, well designed and sustainable developments

East Riding of Yorkshire Council

CLG Report on Transforming Local Planning Services

Environmental Services:

Audit of waste tender process.

Forest of Dean District Council

Housing Benefits BPR:

Trained in-house staff in BPR implementation. Kicked off project team to re-engineer verification framework.

Housing Management and Depot BPR:

Analyzed business processes to recommend improvements required for a successful ALMO bid, which was subsequently obtained.

ABC:

ABC for Purchase to Pay (P2P) process. Identified process improvements and detailed BPR application.

Gloucester City Council

Case Study

Corporate Complaints BPR:

Reviewed their 'To Be' model and workshopped its implementation with the user staff.

Integrated Customer Access:

Facilitated project team to identify 'As Is', create 'To Be' and split service to front office and back office.

BPR in School Meals and Complaints.

Gloucester County Council

One of four pathfinders for CLG’s Transformational Planning project for which we provided training and support  – this is CLG’s finding:

The pathfinders found a number of benefits to their service from undertaking their BPI projects:

• Each of the Transformational Planning pathfinders expects to deliver cashable savings through their project up to 14%

• Each of the pathfinders has identified areas of non-value adding activity which can be removed, with the time channelled into more value adding areas for customers and staff

• Staff have become more customer-focused – they now give even greater consideration to how their activities affect customers, and vice versa

• The pathfinders are utilising the tools and techniques gained from their projects in other areas in their authority – building capacity for positive change

• Staff became highly engaged and enthusiastic in the projects, and their potential to improve both their jobs, and the service they provide to the community

• The pathfinders found additional benefits from collaborating with each other on their projects – the Yorkshire pathfinders would go as far as to say that their projects were a single, shared journey, rather than three separate workstreams

• Overall, each of the pathfinders expects to increase their ability to fulfil their primary goal – delivering high quality, well designed and sustainable developments

Hambleton District Council

CLG Report on Transforming Local Planning Services

Efficiency Seminar:

In-house seminar on efficiency savings in the local authority context.

Nottinghamshire County Council

Development Control, Customer Services:

Process mapping, Rough-cut ABC, change readiness assessment, As Is and To Be workshops. Produced detailed To Be options and recommendations. Developed overall implementation plan and facilitated a number of workshops to break up the plan into "manageable chunks". Project management templates were handed over to the internal Project Manager.

Selby District Council

BPR in Environmental Services:

South Kesteven District Council introduced a Customer Services Centre and had the corporate goal of ensuring that services are delivered uniformly to customers whether they call the Centre, visit one of the four area offices or use the Internet. They recognised that their service processes would benefit from redesigning in order to facilitate this and decided to pilot this approach using Environmental Health Services. In addition a five strong team of in-house BPR practitioners was recruited and our work involved not only training them in the principles of BPR but also conducting the BPR exercise in Environmental Health Services. To complement the BPR a costing model was produced to highlight the potential for efficiency savings in the light of the defficiency review. The work fitted into their Modernisation Agenda and was one of 5 work streams, therefore requiring a high degree of coordination with other Council departments, IT services and external consultants.

We supported the Council in the Implementation stage of the project; driving the transition of Environmental Health into the Customer Services Centre. This included script writing, agreeing Service Level Agreements and developing training materials for the new Customer Service Advisors.

Development Control and Building Control BPR and ABC:

Continuation of the above project as additional services moved into the new CSC.

Housing BPR:

Review of existing processes within housing to determine which may be suitable for BPR.

South Kesteven District Council

Case Study on  Implementation

Reviewed Planning Services, BPR, Rc ABC, Benchmarking with our database. Produced To Be and recommended implementation teams. Created a Resource planning report for monitoring staff load.

Wycombe District Council

Councils – Unitary

Support for in-house team as part of the AGMA project. Trained team in Rough-cut ABC and supported their assessment of the costs of Benefits new claims processing resulting in efficiency and cost improvements.

Bolton Council

BPR Training:

Trained staff in BPR to support the implementation of an EDRM system. Scoped and evaluated resource implications of their full EDRM programme. Reported on internal resource required and likely timescales for their projects.

Bury Metropolitan Borough Council

Central Bedfordshire Council

Cheshire East Council

Cheshire West and Chester Council

BPR and Rough-cut ABC training:

Trained in-house Improvement Team in BPR and Rough-cut ABC and supported them in initial projects in preparation for unitary status.

Cornwall Council

Assisted Performance Improvement team to build an ABC model.

Provided coaching for interviewing and data analysis and preparation of workshop to review Rough-cut ABC results with management team and include in strategic and VfM review.

Chorley Borough Council

BPR Training Support:

Doncaster wanted to introduce BPR as an improvement tool and formed an in-house team to provide the service. We developed and delivered a customised training programme for the team and a number of managers from services to enable them to start this work in a standardised and systematic way. The course included and referred to their own material and Council documentation including their own improvement methodologies and also their chosen mapping software.
 

Sickness Absence BPR:

To complete sickness absence BPR to 'As Is' stage.
 

Doncaster Metropolitan Borough Council

eProcurement in Housing, Building Services and ICT:

As part of Kirklees Council's IEG  initiative we were asked to advise on approaches to process improvement and assist staff setting up work programmes by conducting workshops. We were also asked to critique their work undertaken to date and assist in planning future work and strategy.

As part of the IEG strategy we were asked to redesign the procurement processes to meet the Governments E-Government targets for 2008. This was to be achieved initially across three distinct areas of the council, namely, IT, Building Services and Housing. Through our facilitation of workshops and best practice understanding we designed a blue print process for e-procurement across all areas and aligned the processes to the overall purchasing strategy. Our work also covered the need to understand the challenge of implementation, which we proposed was achieved through an 18 month Project Plan, highlighting the change management issues and how overcome these to achieve the blueprint of E-Procurement.

Homelessness Advice BPR:

Mapped processes within Homelessness Advice to come up with redesign options so that the service can achieve its goals of developing a service based on preventative activities rather than reactive ones.

BPR Projects:

We undertook a number of process improvement projects across the authority - Homeless Advice, Customer Services, Social Services Training Administration, inTech, Senior Management, Library Services, Social Services, Cash and Information, Housing Responsive Repairs and front-line service points.

Kirklees Metropolitan Council

Case Study

One of four pathfinders for CLG’s Transformational Planning project for which we provided training and support  – this is CLG’s finding:

The pathfinders found a number of benefits to their service from undertaking their BPI projects:

• Each of the Transformational Planning pathfinders expects to deliver cashable savings through their project up to 14%

• Each of the pathfinders has identified areas of non-value adding activity which can be removed, with the time channelled into more value adding areas for customers and staff

• Staff have become more customer-focused – they now give even greater consideration to how their activities affect customers, and vice versa

• The pathfinders are utilising the tools and techniques gained from their projects in other areas in their authority – building capacity for positive change

• Staff became highly engaged and enthusiastic in the projects, and their potential to improve both their jobs, and the service they provide to the community

• The pathfinders found additional benefits from collaborating with each other on their projects – the Yorkshire pathfinders would go as far as to say that their projects were a single, shared journey, rather than three separate workstreams

• Overall, each of the pathfinders expects to increase their ability to fulfil their primary goal – delivering high quality, well designed and sustainable developments

Leeds City Council

CLG Report on Transforming Local Planning Services

Education Grants BPR and ABC:

BPR and Rough-cut ABC in Education Grants. Provision of training to and supporting the project team during the project.

ePlanning Change Management:

BPR and Change Management for Development Control and Building Standards.

Building Standards ABC:

Building on the work in the above project, used ABC to build a model and identify the cost of processing an application and areas for improvement.

Social Work - Community Care Referrals:

BPR and ABC as well as Knowledge and Skills Framework and Change Readiness Assessment.

Midlothian Council

Case Study

Assisted and supported the in-house improvement team to build an ABC model within Home Improvements.

North Lincolnshire Council

Trained in-house Improvement team in service delivery costing.

HR:

Reviewed HR and reduced costs through BPR and implementation support of the changes.

Peterborough City Council

Reviewed Value for Money with regard to Planning Services in Plymouth using Transformational Planning techniques developed during NPIP.  Trained and supported in-house staff.

Plymouth City Council

Housing, Works, Benefits & Customer Services Training and BPR:

The council wanted to develop local customer service centres for citizens. This project trained staff and re-engineered services prior to them being migrated to the new CSC

Social Services BPR:

BPR work in Social Services and Child Protection.

Rhondda Cynon Taf County Borough Council

Social Services Improvement:

We were asked to facilitate a process improvement workshop to help Social Services at Wakefield Metropolitan District Council structure the roles and responsibilities of staff that were to be asked to run their new call centre.

Wakefield Metropolitan District Council

BPR and Rough-cut ABC training:

Supported in-house team as part of the AGMA project. Trained team in BPR and Rough-cut ABC and supported their development of a model showing the costs of council tax collection plus the costs of sending reminders, summons etc.

Stockport Metropolitan Borough Council

Rough-cut ABC and Social Services:

Developed Activity Descriptions through interviews and workshops, Rough-cut ABC, Analysis and recommendations for Adult Social Services, Mental health Social Services, Children's Services.

Warrington Borough Council

Councils – London Borough

BPR, Rough-cut ABC, Change Management and Soft skills training:

Delivered training for in-house team of 20 improvement practitioners and supported their initial projects.

Projects supported included Street Scene and Schools Admisssions.

London Borough of Barking & Dagenham

BPR for Housing Contact Centre:

Assisted them in improving or re-engineering the processes within Housing, prior to migrating them to the contact centre. Ran a series of workshops for employees where existing processes were mapped, analysed and re-engineered. These improved processes were then mapped and matched to the enabling software that the council selected.
 

Assessed all the major processes within the Housing Department and ensured that the new processes showed significant improvement in terms of BVPIs, as well as promoting Equality and Diversity.

Choice Based Letting BPR:

We were asked to assess their new Choice Based Letting process and recommend improvements in order to realise the anticipated savings in staff administrative time as well as increasing tenant satisfaction.

London Borough of Ealing

BPR Rough-cut ABC Development Control:

Undertook Development Control BPR, using Rough-cut ABC to benchmark against other LAs.  Predicted savings of around 30% and supported implementation.

London Borough of Hackney

Skills transfer BPR:

The London Borough of Haringey realised that in order to deliver the service improvements demanded by CPA, the council would need to undertake BPR within a number of its departments.  Following a model procurement process, they appointed ValueAdding.com as a BPR consultancy partner to provide knowledge transfer through the training, mentoring and coaching of internally appointed BPR practitioners. They have subsequently been self sufficient.

Housing and Highways BPR:

The first two projects in Housing and Highways were led by ValueAdding consultants with the newly appointed practitioners shadowing them.  Interspersed in the project timetables were formal training sessions for the Practitioners.  In following projects the roles will be reversed with the Practitioners taking the lead.  In this way skills and knowledge transfer to the council will be facilitated.

Human Resources and Revenues & Benefits BPR and ABC:

A continuation of the above project into different service areas.

London Borough of Haringey

ABC and BPR Training:

Training in-house staff in BPR and Rough-cut ABC.

Supported and coached the BPR of processes associated with the introduction of a corporate customer service centre and call centre. This involved understanding the format of the proposed Residents Customer Service team and the processes being migrated into a front office. Parking (permits and PCNs) was the largest of these with over 200 personal visits per day. The project included calculating volumes, resources and costs, as well as drafting SLAs, Role Statements, Competencies and training, a full customer services hierarchy with scripting and customer experience workshops.

Royal Borough of Kensington and Chelsea

ABC in-house training:

Trained all in-house Improvement Team members in service delivery costing and supported them in their first projects, including social services and child protection.

One of four pathfinders for CLG’s Transformational Planning project for which we provided training and support  – this is CLG’s finding:

The pathfinders found a number of benefits to their service from undertaking their BPI projects:

• Each of the Transformational Planning pathfinders expects to deliver cashable savings through their project up to 14%

• Each of the pathfinders has identified areas of non-value adding activity which can be removed, with the time channelled into more value adding areas for customers and staff

• Staff have become more customer-focused – they now give even greater consideration to how their activities affect customers, and vice versa

• The pathfinders are utilising the tools and techniques gained from their projects in other areas in their authority – building capacity for positive change

• Staff became highly engaged and enthusiastic in the projects, and their potential to improve both their jobs, and the service they provide to the community

• The pathfinders found additional benefits from collaborating with each other on their projects – the Yorkshire pathfinders would go as far as to say that their projects were a single, shared journey, rather than three separate workstreams

• Overall, each of the pathfinders expects to increase their ability to fulfil their primary goal – delivering high quality, well designed and sustainable developments

Lewisham Council

CLG Report on Transforming Local Planning Services

ABC and BPR Training:

Trained in-house groups of practitioners in BPR and Rough-cut ABC.  Supported their first projects.

Newham Council

ABC and BPR Training:

Trained in-house staff in BPR and Rough-cut ABC.

London Borough of Richmond Upon Thames

ESD Toolkit & Contact Centre:

The London Borough of Southward recognised the need for a comprehensive contact centre as part of its improvement and regeneration strategy.  They decided to outsource their Customer Service Centre which would include One Stop Shops and a Contact Centre. Supported by ValueAdding.com, Vangent (formerly Pearson Government Solutions) were awarded the contract in 2004.  This is also a framework agreement for London Boroughs.

Initially ValueAdding.com worked closely with the Council to integrate the ESD Toolkit with its PIDs (Process IDs) into the SAP CRM navigation.  The intention is to use a nationally recognised standard that could then be shared with other local authorities.

Revenues, Benefits, Housing, Environment & Leisure BPR:

Review the initiatives with the council to see if the Customer Services Centre could accommodate these service areas.

Housing Services:

Reviewed all housing processes available at face-to-face points. Improved processes and defined front office and back office split.

Movers In:

Identified potential service offerings for movers in to the borough and established the best options for service delivery.

London Borough of Southwark

Case Study

BPR in Planning, Process Mapping, Rough-cut ABC:

Uniform data analysis. Recommended improvement actions and supported teams through implementation.

Benchmarking data added to Planning knowledge. Used comparisons to encourage change.

Royal Borough of Windsor and Maidenhead

Health Sector

Services to Donors and Skills Framework:

The National Blood Service asked us to work with their staff and union to speed up the process of giving blood without compromising safety or quality. Through our facilitation of workshops and a successful pilot scheme, they reduced donor waiting time by over 50%. We were then asked to develop and deliver a training programme for all their managers to enable them to roll-out the new process countrywide.

They subsequently asked us to assist their staff in developing an appropriate skills framework based on the NHS Knowledge and Skills Framework, the Leadership Qualities Framework and Occupational Standards. This work included the development of an appropriate training strategy to support their change programme for becoming a World Class organisation.

National Blood Service

Case Study 1

Case Study 2

Designed and led a large (approx 45 people) workshop event, spread over 4 days. Provided assistance and guidance to client. Worked with Diabetes Year of Care coordinator to design and run workshops to identify gaps in "Diabetes Year of Care" pilot and then seek proposals from potential providers to fill those gaps. Designed and facilitated large, multi agency and patient consultation workshops.

NHS Kirklees

Reviewed front office contact processes and benchmarked with neighbouring boroughs.

NHS Southwark

Housing Associations

Trained internal staff in BPR and provided support to the Programme Office for their first BPR project in Housing Repairs.  Provided final report with recommendations for improvement and presentation to senior management.

Accent Group

Facilitated and supported process mapping of Housing Repairs by workshop. Created outline To-be as part of wider project to evaluate their contractor and bring in-house the call centre front office.

Gloucester City Homes

Provided in-house training and support in BPR and ABC.

Homes for Haringey

Shoreline Housing Partnership

Local Government Partnerships & Supporting Organisations

Training:

BPR and Rough-cut ABC project in Public Protection.

Association of Greater Manchester Authorities

Rough-cut ABC:

Production of benchmarking information based on Rough-cut ABC service delivery costs for local authorities.

The Department for Communities and Local Government (CLG)

BPR in Engineering Services:

Led and facilitated the project team through BPR methodology. Transferred skills so team could continue with 23 other processes. Desired solution was to incorporate the Customer Services Centre and the CRM software at the front end, and integrate data capture via hand-held terminals in the field.

Gloucester Crime and Disorder Reduction Partnership

Training and Coaching:

Rough-cut ABC service delivery cost training and coaching of staff from each of the Greater Manchester local authorities for specific projects on behalf of the DCLG.

Greater Manchester eGovernment Partnership

Rough-cut ABC:

Critical friend on Rough-cut ABC service delivery costs for Social Services productive time projects.

London Councils (Formerly the Association of London Government)

Rough-cut ABC:

Trained Rough-cut ABC for staff in Public Protection Project with twelve local authorities across the region. Assisted in developing a Business Case for Shared Services and eProcurement.

North West Improvement and Efficiency Partnership

Major Planning Applications:

Process improvement project for Major Planning Applications. Identifyed and recommended improvements to process to enable Local Authorities to meet their BVPI targets.

Planning Advisory Service

South West Regional Improvement & Efficiency Partnership

Police & Justice

ABC:

Rough-cut ABC and BPR project in support functions - IT, HR, Estates, Corporate Development and Vehicle Maintenance.

Cheshire Constabulary

Undertook process mapping, Rough-cut ABC, workshops and interviews for the processes involved with volume crime (all except rape and murder).  Produced To Be template, followed by detailed process map for the To Be of new “Hub” structure following BPR recommendations - assisted in implementation planning.

Hertfordshire Constabulary

BPR & European Excellence Model:

We have worked with a number of area Probation Services within the National Probation Service to assist them in improving and managing business processes in line with their implementation of the European Excellence Model. We have facilitated probation service staff in establishing a process management and improvement capability as well as conducting process reviews and making recommendations for improvement.

We have found that the application of the European Excellence Model in this demanding environment has been a really useful tool for the overall management of the service.

National Probation Service

Court Funds Office BPR:

Reviewed the four key processes for the Court Funds Office and then facilitated a Validation and Visioning workshop prior to them specifying and selecting new software.

Northern Ireland Court Service

Training Administration BPR:

Delivered newly re-designed process after completing detailing performance analysis and visioning workshop

HM Prison Service

Other Public Sector

Rough-cut ABC:

Production of benchmarking information based on Rough-cut ABC service delivery costs for local authorities.

The Department for Communities and Local Government (CLG)

Facilitation:

Our approach to workshop facilitation had been observed by the Central Office of Information during the work we undertook for the National Blood Service. They advised the Home Office to adopt this approach and asked for our suggestions.

As a result, we were asked to facilitate a number of workshops on specific themes around drugs and diversity for professionals attending five Regional Conferences.

Finance and HR:

We mapped and redesigned support processes in finance and HR to consider the introduction of a centralised shared service centre.

Shared Services:

Design and define internal processes and technology so support the shared service centre.

The Home Office

Case Study

Major Planning Applications:

Process improvement project for Major Planning Applications. Identifying and recommending improvements to process to enable Local Authorities to meet their BVPI targets.

Planning Advisory Service

Transformation Consultancy:

Developing a Business Case, including a set of strategic organisational options - key drivers, costs viability and risks. Designing an organisational strategic road map.

United Kingdom Hydrographic Office