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What do we do?

TIC Programme Board has agreed six strategic areas of work which are described below. Our priorities have been reviewed to support the Authority as we recover from the impact of Covid-19 and in implementing the Better Ways of Working framework. We have a key role in coordinating and supporting this agenda which is being project managed by a member of the team, Mark Howard.

We are looking at the potential to increase income across our services and to further increase the level of Council debt recovered or secured.

Case study: We are refreshing the work we supported the Debtors and Legal teams previously looking at how well we recover debt generally or secure it in the social care sector to assess the impact of Covid-19 and where else processes can be improved.

We are looking at how we can deliver more savings through efficiencies or cost reductions so we can protect and/or invest in our frontline services.

Case study: We have been looking at areas of repetitive spend such as staff travel and printing/ copying which reduced during the last year because of Covid-19 to see what further savings we can achieve going forward. This links with our Better Ways of Working vision and Net Zero Carbon agenda.

Digital transformation: This work is aimed at automating/digitising a number of paper-based processes or systems that still exist across the authority which have prevented some staff from working remotely during the Covid-19 crisis. This will be key to supporting the delivery of the Better Ways of Working framework.

Case study: We are looking at reducing the amount of hard copy mail coming in and out of the Authority as well as supporting a project to eliminate manual timesheets in the Environment department.

We are looking at contacts coming into the Authority to see if they could be resolved in a different way (e.g. Better more accessible online information) or if they are being resolved at the point of receipt. We are also looking to remove waste and unnecessary bureaucracy in back-office processes.

Case study:  We will be working with Marketing and Media to review how our Contact Centre interacts with our services to see where and how we can improve our customers’ experiences when they contact us.

We have been working with services for many years to support them in improving their service delivery whether it be to external or internal customers. This work area aims to develop and implement a service review programme aimed at delivering sustainable change and improvement in respect of both quality and /or efficiency of services.

Case study: We worked with the Property Design team who are crucial in delivering our capital projects such modernising our schools as well as our regeneration projects so they could identify where they could do things differently or any barriers to doing this. A critical barrier has been the difficulties they have in recruiting the skilled staff they need. We are currently working with them to see how we can help them overcome this in the short and longer term.

Several years ago we worked with the Education department to see how we could improve the support we give to schools, headteachers and governors and recruited a senior school manager to liaise with them and help deliver financial efficiencies and cost savings whilst seeking to protect front-line education provision.

Case study: We have worked with schools to see how we can improve the way we respond to their repair and maintenance requests. We are on the verge of launching a pilot “School Handyvan” service for our primary schools which will provide preventative maintenance, ensuring compliance with health and safety as well as prolonging the life of the building.

A review of the Council’s response to Covid-19 identified that some groups of staff were unable to work from home and were required to attend office locations to undertake functions that could not be carried out remotely.   In the main, these relate to the processing of incoming/external mail and other paper-based functions such as processing timesheets, invoices, and the signing of formal documents.

The TIC Team are supporting pilot projects which will be looking at how we can automate and modernise as many of these processes as possible.  These projects have the potential to improve productivity and efficiency and support staff in being able to adopt a hybrid approach to office/remote working as part of the Better Ways of Working programme.

  • E-Signatures:  A project is underway to evaluate the potential of using Adobe and DocuSign to stop avoid the need for staff to travel into offices to add “wet” signatures to documents.
  • Unified Communication:  The project aims to identify the levels of incoming and outgoing mail and consider the opportunities to rationalise and/or automate hard copy correspondence.  
  • Invoices: Reduction of hard copy invoices.
  • Timesheets:  The project will look to rationalise/automate the paper timesheet and adjustment processes that is still being used in some service areas.
  • Case Files/ Documentation & Mobile Working:   Storage and retrieval of paper records is one of the biggest draws for staff returning to the office.  This project will consider more efficient and accessible digital devices and platforms to store and retrieve documents.

If you would like to find out more about these projects and how you can become involved, please contact Mark Howard in the TIC team.  Alternatively, if you feel you could benefit from receiving some TIC support to review and challenge your existing processes, please contact any member of the TIC team.

If you think your service area could benefit from being involved in any of the strategic areas, or you would like to find out more about the work being undertaken by the workstreams, please contact a member of the TIC team

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Page updated: 22/06/2021 14:31:21