Service Review
An iESE Service Review looks in detail at services offered by a local authority to identify potential areas of improvement. Common areas of service review include: Planning, Revenue and Benefits or Adults Services.
Typically taking between four and eight weeks, a Service Review has two phases – a diagnostic and a design phase. At the end of the process we will have worked with you to develop design principles which propose ways to improve the service. These will include quick wins as well as longer term improvements.
Service reviews provide an effective way of scrutinising a service to find any potential improvements that could be made, in order to generate cost savings and improve customer services.
What is a Service Review?
The first stage, the diagnostic stage, starts with an iESE consultant and team scoping out the aims of the review with stakeholders – from employees to service users. After working out the scope of the review and understanding who needs to be involved, detailed analysis of three key areas begins: Process Mapping, Staff Activity and Customer Voice.
Process Mapping looks at how the work done by the service comes together to produce an output, Staff Activity Analysis looks at what staff actually do to provide a service and, thirdly, the Customer Voice looks at why the service exists and what customers think of it. This detailed analysis shows where there could be issues with the service and provides evidence of what and where the problem areas are.
After the analysis is complete, iESE provides clear recommendations and design principles which propose ways to better the service. This includes easy wins that can be implemented quickly and bigger changes that can be made in time. We can then help you implement the changes when you are ready or give you the plans to start making those changes yourself.
What are the Benefits to a Service Review?
An iESE Service review helps to improve public services through diagnostics and design. It offers the following benefits to your organisation:
- It provides a full diagnostic picture of how the service is currently operating, including national benchmarking against other local authorities
- It allows you to gain the clarity and evidence to identify where issues are with a service
- It brings all stakeholders together to work in collaboration to achieve your vision and to improve the service
- It creates a complete set of design principles for how the service could operate differently and assistance with design implementation to achieve the vision
- It will improve customer service through a revamped service with potential cost savings now or in the future
Testimonials
Case Studies on Service Reviews
Planning Service Review
Hambleton District Council
Planning service review using evidence-based methodology identifies failure demand and key areas for improvement to become best-in-class service.
Understand Customer Demand
Sevenoaks Council
Customer-focus review helped to understand customer demand and improve customer experience, identifying 89% of customer contact as waste activity.
Improve Customer Experience
Winchester City Council
Evidence-based review analyses 150 external customer demands to improve customer experience and reduce failure demand within one week.
Contact Us
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Alternatively you can email us directly at enquiries@iese.org.uk.
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