Essentially these recommendations concern improvements that will enhance services to clients across the full range of legal services and produce savings among the fee earning resources.
- Improve work allocation – direct work to most appropriate resource. Employ lower cost resources produces a saving.
- Case performance management - enhanced capability to manage cases.
- Use of electronic communication and document management
- Validation of new cases – all new cases to be supplied with all relevant information to save checking and chasing. A simple check list to be employed.
Debtors:
- Improve the web site for making electronic debtors payments
o Clear branding
o direct link to e-payments pages
o payment information written under A-Z
o improve search functions
o e-forms shown clearly
o Receipt generated in printable format
- Email invoices and reminders to external customers
- Removing waste activities from the current process
o Introduction of super users
o Design and upload of new invoice template – channel customers direct to the service
o Invoices for green wheelie bins at Maidstone
o Generation of credit notes
o Change service originators access level
Creditors
- Introduction of super users – as above
- Emailing purchase orders and remittance advices to suppliers – as above
- Removing waste activities from the current process
o Finance clerks being able to mark orders as in dispute
o Print a report of all large payments to be authorised, rather than doing them individually
Planning
- Buying a stamp that does date and reference number in one go which saves 3.5 hours a day
- Changing standard letters to put them into plain English which cut calls by 50%
Thanks to Maidstone Borough Council for this example - further details from Alasdair Robertson AlasdairRobertson@maidstone.gov.uk
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