Understand Direction of Transformation

Case Study – East Lothian Council

One council that has benefitted from the Innovation Mandate process, which helps to understand the direction of transformation is East Lothian. This was the first piece of work it had engaged iESE for, although Angela Leitch, East Lothian’s former Chief Executive who left the local authority in December 20019, had used iESE in a previous role. Leitch said knowing other local authorities in Scotland had used iESE, and that the organisation had a understanding of the challenges and opportunities faced by councils, gave the consultancy credibility which she knew would resonate with elected members.

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IESE resources and documents for download

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Culture Change Success

Behaviour-led approach with more than 400 staff behavioural assessments brings culture change success during organisation restructure

Improve Customer Satisfaction

Behaviour-led approach which encourages active listening shown to improve customer satisfaction and staff morale with on-hold time reduced by 21%

Savings On Placement Prices

Evidence-based online tool brings savings on placement prices by giving greater visibility and control over the cost of care

Efficiency From Customer Focus

Drive whole organisation efficiency and achieve significant savings by assessing customer focus and understanding customer demand

Improve Customer Experience

Evidence-based review analyses 150 external customer demands to improve customer experience and reduce failure demand within one week

Local Government Innovation Club

Local government innovation club; a network of forward-thinking professionals working on the next generation of sector led improvement and transformation

Deliver More Consistency

Customer-focus review helped to understand customer demand and improve customer experience, identifying 89% of customer contact as waste activity

Research-Led Transformation Framework

Bring certainty to your transformation using a research-led transformation framework allowing your council, residents and local area to thrive

Consistency Sourcing Care Placements

Savings of £605kpa and consistency of approach to sourcing individual care placements using CareCubed bringing creditability with providers

Digital In Local Government

The use of digital and technology in local government; closing the gap on digital transformation and guiding the right behaviours

Planning Service Review

Planning service review using evidence-based methodology identifies failure demand and key areas for improvement to become best-in-class service

Framework For Council Transformation

Research-led transformation framework with roadmap for council reform to drive effective change using data from 90% of councils across UK

Improve Care Placement Negotiations

Embedding value for money care costing tool has up-skilled care commissioners to improve care placement negotiations with providers.

AppGuard Cyber Defence

Prevent cyber-attacks and improve your cyber defence with AppGuard; a new proven technology built on a Zero-Trust Framework.

Meet Local Residents Needs

Within 3 months 1600 tasks were created to meet local residents needs including graffiti, fly-tipping and dog fouling

Cost of Cyber Security

With detect and react strategies failing, we need to identify the true cost of cyber security and mitigate cyber-attack risks more effectively.

Planning Applications Profit

From £1.5m in planning applications costs to £450k profit by transforming the iESE way empowering the council to continue improving

Understand Direction of Transformation

Innovation Mandate helps both officers and members understand direction of transformation and agree on direction of focus for change.

Understand Customer Demand

Customer-focus review helped to understand customer demand and improve customer experience, identifying 89% of customer contact as waste activity

Greater Control of Care Costs

CareCubed brings greater control of care costs with savings of £7k a month for adults with learning disabilities whilst also improving the quality of care.

Deliver Benefits For Residents

Customer-centric transformation model in organisational review set to deliver benefits to residents and businesses and create a potential saving of £1.4m

Behavioural Framework For Change

Merge of council ICT services saves £5million per annum, using behavioural framework for culture change in transformation programme

Customer Self-Serve

Councils modernise service delivery to overcome £460kpa of failure demand by understanding customer demand which has helped to ensure customer self-serve

Reduce Failure Demand

High-level business review leads to organisational restructure, which created £250k savings and helped to reduce call-centre failure demand from 34% to 14%

Standardise ICT Services

Merging of tri-council services to standardise ICT services and improve service delivery brings in £250k of savings in year one

Understand Direction of Transformation

Case Study – East Lothian Council

IESE resources and documents for download

Culture Change Success

Improve Customer Satisfaction

Savings On Placement Prices

Efficiency From Customer Focus

Improve Customer Experience

Local Government Innovation Club

Deliver More Consistency

Research-Led Transformation Framework

Consistency Sourcing Care Placements

Digital In Local Government

Planning Service Review

Framework For Council Transformation

Improve Care Placement Negotiations

AppGuard Cyber Defence

Meet Local Residents Needs

Cost of Cyber Security

Planning Applications Profit

Understand Direction of Transformation

Understand Customer Demand

Greater Control of Care Costs

Deliver Benefits For Residents

Behavioural Framework For Change

Customer Self-Serve

Reduce Failure Demand

Standardise ICT Services

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