Example: The introduction of ‘Workflow’ and ‘Document Management’ to our Housing Benefits Service.
Results? Improvements to processing times were achieved, retrieval times were reduced and quicker payments of benefits to customers resulted. This contributed to reduced staffing costs and improved efficiencies.
What leadership helped? The change was lead by a project group of staff actively involved in the service; they piloted new working practices and rolled out implementation over a short period.
What was learnt? The staff learnt that changing working practices, backed by new technology and supportive management could produce improved results.
Thanks to Mid Devon District Council for this example