Service Design & Improvement

Page updated: 05/03/2024

Gareth Jones – Chief Digital Officer

To provide for a more sustainable and creative approach to the review, remodelling and improvement of Council services.

  • Develop a strategic, evidence-based, and inclusive approach to the identification of transformation reviews and projects with a view to ensuring that the review programme is focussed on supporting key Council objectives and priorities.
  • Develop a 3-year rolling programme of reviews.
  • Support the development and adoption of an innovative and inclusive approach to the undertaking of reviews, where all relevant stakeholders are effectively engaged in the process.
  • Monitor the delivery programme to ensure that reviews are completed in a timely manner and deliver on required outcomes.
  • Ensure that robust governance arrangements are in place at the outset of each review to ensure that projects have strong leadership and capacity to undertake the review.
  • Oversee the development of robust delivery plans and ensure that these plans maximise the opportunities to deliver transformational change and improvement.
  • Oversee the closure, sign off and post evaluation stages of reviews and identify opportunities to share learning and good practice with the rest of the organisation.
  • Make effective use of performance data and other information to ensure sustainability of outcomes from reviews post closure and sign off.
  • Develop an internal customer evaluation framework to enable the Transformation Team to continuously review and improve our own project practices.
  • Develop and implement a model to support a ‘self-help’ approach to the review of service processes.
  • We are currently looking at our use of data as an organisation to ensure that our approach to future identification of transformation reviews and projects are evidenced based and directed to the areas with the greatest need.
  • We are also implementing a more robust process for the service reviews to ensure the opportunities for Transformational change and improvement identified are optimised and departments are supported in progressing their projects alongside their essential ongoing work.

The purpose of transformation is to improve, to become a modern, innovative, and dynamic organisation we all want to work for.  If you have any ideas for ways to make something within the council even better, let us know, all ideas are welcome, transformation is for everyone. If you feel your department could benefit from being involved in one of our current projects, please get in touch and start your transformation journey with us.