To clarify the main project themes, a diagnostic was carried out based on existing data within the organisation, with a number of potential areas for service reviews investigated. Reviews were selected across 4 of the 5 directorates within the council: transactional process (Revenues and Benefits), Adult Social Care, waste operations and Children’s Services. Given the scope for improvement, Adult Social Care was prioritised.
Using a four stage approach (diagnosis, confirmation, change, sustain), managers and staff were guided on using Lean tools to identify all non-value add or waste activities. Issues were fed into the ‘To Be’ design workshop where staff were supported in finding ways to mitigate the waste. The process was re-mapped and this (along with subsequent discussions) formed the basis of an implementation plan.