London Borough of Southwark

Outcome of Expression of Interest: Invited to apply

Taking advantage of several Councils’ discovery research findings, we plan to use software to map time-motion studies for several projects that have reached alpha stage, including:

  • Southwark Council – Waste services, pest control, service points, appointment booking
  • West Berkshire – Planning Processes

At the end of this alpha phase, we want to:

  • Produce outputs that would contribute to a process and patterns library for local government services
  • Publish learning from the alpha and practical steps taken to create shared process design library
  • Determine commonalities in alpha design projects when collaborating across a number of partners
  • Develop standard mapping techniques
  • Create a community of alpha MVP projects and a shared experience
  • Prove the anticipated benefits found in our research though a trial and alpha of software to help map time saving in process design work to aid the business case for change

Discovery evidence

Over the past 2 years, 20 Councils have been using Engage Process software to map and improve processes on targeted discovery projects.

In partnership with a 3rd party supplier, a discovery was run to determine how this tool was being used, the benefits and what additional benefits could come from closer collaboration between councils. The research took into account:

  • Previous use cases of the software and Councils’ experience with it
  • Specific measurable benefits the Councils achieved through using the software
  • An analysis of the type of project that it was used for, length and type to provide insights
  • Examples of processes mapped in this discovery were:
    • Financial
    • Social Care
    • Environment
    • Support Services

Through this work to understand how Councils use these tools to develop standardized ways of working, we have identified opportunities that we wish to take forward as an alpha project involving a large number of interested local authority users.

Early UK adopters are seeing a 30-40% reduction in effort required to redesign processes as well as a reduction in lead time. This wider alpha will document and evidence the benefits and create content for the shared process design library.

  • Digital leadership training (for council leaders, service managers or senior executives)
  • Introduction to user research
  • Introduction to service design
  • Introduction to digital business analysis

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