Further details of this innovative approach can be found at:
"Managing change is never easy, but Westminster City Council is going from strength to strength after introducing a programme engaging staff throughout the workforce. WorkSmart has seen more than 50 individual projects delivered. These improve the customer experience and generate cash savings as the council gears up for the 2012 Olympics"
"What was done? Westminster wanted to develop a programme that would both engage the workforce and put customer experience at the heart of its approach. Previous top-down change programmes had failed to capture the imagination of the 2,800-strong workforce. The WorkSmart programme was designed to engage staff throughout the council. Indeed, many of the projects have come from ideas put forward by employees.
WorkSmart was launched in 2006 with an Ideas Day, when hundreds of staff gathered at a one-day conference to re-think the way the council approached services. In total, 20 of the 50-plus projects came from that original event. They included the now famous cashless parking system, which has replaced the iconic parking meter with mobile phones and credit card technology."
and another very useful download: http://www.londoncouncils.gov.uk/London%20Councils/Capital%20Ambition/WestminsterWorkSmartSummar.pdf
Very much worth a browse, I think. Thanks for LB Westminster for letting me know about this.