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A Local Authority have been undertaking a root and branch revision of service delivery as part of the Modernising Government initiative, designed to improve
customer facing services, and reduce operating costs. The initial project was allocated a budget to cover the design and mobilisation of new practices in Housing Services, across a department of 150 staff. The
strategy was defined and agreed with senior executives and heads of service. Project teams were defined and the streams mobilised. During delivery, tracked budget and defined metrics for measuring the success of
new practices in terms of savings. This project was undertaken in a politically complex environment; the challenges faced introducing changes to public sector staff working practices were immense. |
