Program Planning
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


"The iESE approach has been a good fit for our council, working in partnership and sharing a range of transformational change techniques with us.”

Dr Justin Ives, Chief Executive, Hambleton District Council

"iESE’s belief that every council is different and that there’s no “one size fits all” meant that they really sought to understand how we work as a council."

Lyn Black, Transformation Project Manager, Winchester City Council

"iESE has really listened and taken onboard the comments of the Chief Executive and our Leader and what they want to achieve."

Amy Wilton, Corporate Customer Services & Delivery Manager, Sevenoaks District Council

Case Studies on Service Reviews

Contact Us

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