Basingstoke and Deane Borough Council

ABC and BPR in Purchase to Pay:

Rough-cut Activity Based Costing and BPR project. Training of in-house staff and coaching during their first project.

Click here for Case Study

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Blyth Valley Borough Council

BPR in Planning:

Process improvement and ABC analysis for Major Planning Applications.

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Bury Metropolitan Borough Council

BPR Training:

Training staff in BPR to support the implementation of an EDRM system. Scoping and evaluating resource implications of their full EDRM programme. Reporting on internal resource required and likely timescales for their projects.

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Canterbury City Council

BPR Housing, Planning & Revenues:

We were asked us to analyse and redesign their Planning, Housing and Revenues end to end processes, from customer interaction to the back office processes. The objective of the project was to allow integration with a contact centre approach as a means of improving their BVPIs and satisfying their e-Government strategy. We worked closely with their project manager and facilitated a series of successful cross functional staff workshops. These were used to validate the current As Is processes and then to develop the vision for the future including the To Be processes. The project was successfully delivered to time and budget.

A Case Study for this also appears on the Planning Advisory Service Website - see link on the left.

Click here for Case Study

Click here for Case Study on PAS Website

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Cherwell District Council

BPR in Housing:

Housing BPR and procedures.

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Chesterfield Borough Council

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.

Click here for Building Services Case Study

Click here for article on Mobile Working in "Briefing Notes"

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Doncaster Metropolitan 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.
 

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London Borough of Ealing

BPR for Housing Contact Centre:

As part of their IEG strategy the London Borough of Ealing decided to move "front office" processes into a new Corporate Customer Contact Centre. We were asked to assist them in improving or re-engineering the processes within Housing, prior to migrating them to the contact centre. We 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.

We 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. The latter issues are of particular significance in a borough with many ethnic groups and significant numbers of asylum seekers and homeless applicants.

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.

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Forest of Dean District Council

Environmental Services:

Audit of waste tender process.

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Gloucester City Council

Housing Benefits BPR:

Training 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.

Activity Based Costing:

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

Click here for Case Study

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Gloucester County Council

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.

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London Borough of Haringey

Housing and Highways 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 Dbi and ValueAdding.com as their BPR consultancy partners to provide knowledge transfer through the training, mentoring and coaching of internally appointed BPR practitioners.

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 Activity Based Costing:

A continuation of the above project into different service areas.

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Royal Borough of Kensington and Chelsea

ABC and BPR Training:

Training in-house staff in BPR and Rough-cut Activity Based Costing.

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Kirklees Metropolitan Council's

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 assisting 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.

Click here for Case Study

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Midlothian Council

Education Grants BPR and ABC:

BPR and Rough-cut Activity Based Costing 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 Activity Based Costing:

Building on the work in the above project, using 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.

Click here for Case Study

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North East Derbyshire District Council

Rough-cut ABC:

Provision of in-house training.

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Nottinghamshire County Council

Gershon Seminar:

We delivered a seminar on Gershon efficiency savings.

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Rhondda Cynon Taf County Borough 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.

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London Borough of Richmond Upon Thames

ABC and BPR Training:

Training in-house staff in BPR and Rough-cut Activity Based Costing training.

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South Kesteven District Council

BPR in Environmental Services:

South Kesteven District Council are introducing a Customer Services Centre and have 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 Gershon review. The work fits into their Modernisation Agenda and is one of 5 work streams, therefore requiring a high degree of coordination with other Council departments, IT services and external consultants.

We then 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.

Click here for Case Study on  Implementation

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London Borough of Southwark

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.

Click here for Case Study

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Taunton Deane Borough Council

Housing Process Mapping and Improvement:

We were asked to facilitate a process mapping and improvement workshops within the Housing Directorate of Taunton Deane Borough Council, in order to help staff understand how they can move their BVPI ranking even higher in the upper quartile. One of these workshops included the direct labour organisation responsible for housing repairs and therefore had elements of third party transactions, whilst being a part of the council.

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Wakefield Metropolitan District 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.

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Association of Greater Manchester Authorities

Training:

BPR and Rough-cut Activity Based Costing project in Public Protection.

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Gloucester Electronic Partnership

BPR Training:

Created and delivered a bespoke four-day BPR training course for delegates from each of the seven local authorities within Gloucester.

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Greater Manchester eGovernment 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.

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London Councils (Formerly the Association of London Government)

Rough-cut ABC:

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

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North West Centre of Excellence

Rough-cut ABC:

In house training in Rough-cut Activity Based Costing for Public Protection Project with twelve local authorities across the region. Looking at developing a Business Case for Shared Services and eProcurement.

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North West e-Government Group

Rough-cut ABC:

Activity Based Costing in-house training.

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Army's Directorate of Information

Skills Framework:

The Army's Directorate of Information asked us to guide them through a pilot IT skills framework deployment. We assisted them in defining the scope of the pilot project, mapping the current posts and the training courses currently used. We directed them to the most appropriate software and facilitated its use. We used the SFIA (Skills Framework for the Information Age).

The objective of the skills framework is to ensure that suitable personnel are identified for posts during their army career, and that they receive appropriate training. The framework is seen as essential in supporting their Knowledge Management strategy (from barrack room to battlefield) in a fast moving environment with a natural throughput of personnel.

Software in this project was provided by our partner, InfoBasis Ltd, and has been implemented over 1,000 posts within the Army.

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Cheshire Constabulary

Activity Based Costing:

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

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National Blood Service

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.

Click here for Case Study 1

Click here for Case Study 2

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National Probation Service

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.

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Northern Ireland Court 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.

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Planning Advisory Service

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.

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United Kingdom Hydrographic Office

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.

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"The project worked well due to the clear structure and focus adopted by ValueAdding.com. I am clear that the implementation would not have been the success it has without the dedicated project management provided."

Contracts Manager, London Borough

"Thanks for your excellent course and stimulating delivery. Feedback from my team has been very positive and I would like to thank you for your time."

Information Systems Manager, Kirklees Metropolitan Council

"ValueAdding.com had done an excellent job in the ‘As-Is’ and ‘To-Be’ stage. This included transferring the skill sets required to the SKDC staff and driving this first stage through to completion. It was an obvious choice to continue to work in partnership using ValueAdding.com to manage the ‘Go-Live’ pilot project. We just didn’t have the time or capacity in house to focus on implementation and to pull it all together. It’s true to say that the project just wouldn’t have been completed on time without that external ‘drive’."

Ian Yates, Director of Operational Development at South Kesteven

"Thank you again for the training day...it was so thoroughly put together and executed."

Housing Department workshop on process mapping as start of BV review process

"You were excellent at guiding our thoughts and keeping us on track - not an easy task!  However we made great progress and tackled some tough topics and the consensus here is that it was a very worthwhile and productive day."

Following facilitation of a strategy workshop for senior COI managers

"Your report has unlocked the vision of what we need to do."

Social Services AD after a BV process review involving facilitated staff workshops

"Thank you for an excellent piece of work - we achieved a vast amount in a short time and your knowledge and experience kept us on the straight and narrow"

Assistant Director of Streetscene Service, London

"The BPR message is starting to spread. One business area has signed up to 400 days worth of BPR work to be spread across a number of business processes! This is quite a good win considering that we have to charge for our time!"

Business Process Consultant (trained by ValueAdding) of a Metropolitan Borough

"I used the think that consultants were about handing over watches and telling people the time and strategies, but if I may return the compliment, I thought that the approach of you and your colleagues was really good."

Chief Executive of a District Council following a BPR seminar

"Well done. Thanks a lot. My team members found it useful and interesting. We will keep you informed and look forward to working with you again."

Manager of Housing Needs after a facilitated workshop

"I can confirm that the project was successfully completed and would like to take this opportunity to thank you for your hard work, commitment and endeavour in delivering the project on time and within budget. All the staff were impressed with your knowledge and insight, from which we all learnt a great deal, both personally and organisationally."

Assistant Chief Officer following a process mapping and improvement project

"As I have said before, you did a fantastic job on the skills Framework and I hope we may have an opportunity to work together in the future in some other context."

HR manager

"The feedback I've had from all involved in the Project has been very positive, absolutely well done. We would be happy to be a reference site for the process mapping work you did for us."

Head of ICT of Local Authority

“I just wanted to drop you a line to thank you for your work last week. I think we all enjoyed the course and got a lot out of it - you certainly added value to our thinking on BPR.”

Doncaster Metropolitan Borough Council

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