Capacity and Change
The lack of capacity in an organisation to make change is usually identifed as the main cause of the failure to deliver results. It is essential that organisations have a workforce that is sufficient, skilled and supported to deliver high quality services. In order to achieve this, new ways of working across an organisation should be introduced to allow capacity to be released.
Moreover, we need to consider whether the workforce has the right behaviours to ensure success of new ways of working and with that culture change. Technical skills can be learnt – behaviours and culture cannot.
Improving Capacity and Change
Combining a number of key elements of successful workforce planning, we work with authorities to understand the current position of the workforce. This allows us to see how best the organisation can meet its aspiration for the future.
We work with authorities to build behaviour-based frameworks for improving capacity and ensuring successful culture change. For example, by understanding customer demand, we can eliminate waste activity which identifies capacity.
During a transformation we can also help to assess and/or develop staff to ensure they have a workforce fit for the future. As well as commercial behaviours, there are a whole set of other different behaviours needed in this new local government landscape. Such as creativity, innovation, challenge, and the appetite for risk.
Case Studies on Capacity and Change
Culture Change Success
Aylesbury Vale District Council
Behaviour-led approach with more than 400 staff behavioural assessments brings success to culture change during organisation restructure.
Behavioural Framework for Change
South Hams and West Devon
Merge of council ICT services saves £5mpa, using behavioural framework for culture change in transformation programme.
Reduce Failure Demand
Westward Housing Group
High-level business review leads to organisational restructure, which created £250k savings and helped to reduce call-centre failure demand from 34% to 14%.
Improve Customer Satisfaction
Nationwide
Behaviour-led approach which encourages active listening shown to improve customer satisfaction and staff morale with on-hold time reduced by 21%.
Research-Led Transformation Programme
iESE Transforming
Bring certainty to your transformation using a research-led transformation framework allowing your council, residents and local area to thrive.
IESE’s solutions to overcome your capacity and change challenges
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Strategy
Improve your strategy and strategic leadership to achieve efficient and effective service delivery that is sustainable in the long term.
Demand Management
Understanding customer demand and assessing customer focus is key to driving whole organisation efficiency using a community-enabling approach.
Capacity and Change
Identifying capacity using behaviour-led approach to public service transformation and ensuring successful culture change through behaviour assessments.
