Local Borough Council
Initial Observations
Local Authority employing 3500 FTE and providing services to 184,000 constituents. Services ranging from Cash Collection, through Building Services to Children & Learning. Budget of circa £100m
Key Actions - Strategic
KM&T supported a series of Executive sessions to develop a Lean programme starting with a Lean Strategy, Roadmap and Executive Training. An A3 strategy document for Lean deployment was developed to show the journey in terms of structure, internal team development, outcomes and investment (including ROI – Return On Investment).
The programme has been developed over the last 12 months to deliver significant benefits and a firm foundation for the next 3-4 years. Key activities include:
- 5 year strategy and roadmap
- Cost improvement review
- Directorate review (current position, identified areas to improve, readiness for change, projected benefits for customer & stakeholder)
- Stakeholder management completed
- Customer review to determine priorities
- Whole council training programme
- Lean Change Agents identified (divisional local support)
- Internal team (6 FTEs employed & trained)
Key Actions - Deployment
KM&T have supported the management of a
series of programmes for:
- Senior Management awareness sessions completed
- Internal change team trained
- Local Lean change agents trained
- Awareness training for 1200 (30% of the work force)
Targeted Results.....So far
Several projects have been identified. The following have been completed:
- Town Hall collections process (customer services)
- BTS (Building & Town Services)
- Revenue & Benefits
- Pest & Environment Control
- Contact Management centre
Cost savings for the above projects is > £1.4m providing the council with an ROI of 3:1. In addition improvements in quality, customer satisfaction, workload and reduced effort for an improved output.
