Transforming Social Care: BPR

Common themes have emerged across the councils we have worked with around the areas of People, Process and Technology:

Process

• Serving two customers - service users and Local Government performance targets

• Variations between teams and within teams

• Hand-offs are linked with screening, checking and validating

• Duplication or re-work caused by incomplete or incorrect inputs

• Performance measures - "tail wagging the dog"

• Links beyond teams - process problems in these areas, capacity of teams, links and hand-offs not effective

Technology

• Processes have been designed around the computer system

• Computer systems are difficult to use

• Have speed and capacity issues

• Leave open "windows" for errors and inconsistencies

• Many local / user applications (spreadsheets and databases)

• Considerable amount of time is spent in duplicating information

People

• Unclear roles and definitions

• IT literacy

• Professional trust between teams and within teams

• High levels of stress

• Low morale

Using BPR processes have been redesigned from the customers' perspective: