1. www.esd-toolkit.org supported by a local government initiative Improving together A selection of esd-toolkit features 20 October 2010 Sheila Apicella

2. supported by sharing nationally to improve services locally a local government initiative esd-toolkit raison d’être Sharing nationally to improve services locally trans- V

3. supported by sharing nationally to improve services locally a local government initiative Information sharing against standards

4. supported by sharing nationally to improve services locally a local government initiative Standards Model A set of inter-related controlled lists – an ontology – defines the elements of public sector service delivery and how they come together. To: Allow meaningful sharing and comparing Point to effectiveness and efficiency improvements

5. supported by sharing nationally to improve services locally a local government initiative Local Government Business model

6. supported by sharing nationally to improve services locally a local government initiative Quiz Providing public car parks Offer advice and support for death and bereavement Remove dead animal from the highway Licence sex shops Remove graffiti from public places Provide public toilets From the list of services, identify the one duty; which means it must be delivered, the others are powers which means they are discretionary. Councils are using this tool to determine what services they might legally cut back or even suspend during these difficult economic times. Or is there another way?

7. supported by sharing nationally to improve services locally a local government initiative Powers & Duties

8. supported by sharing nationally to improve services locally a local government initiative Performance contextualisation Profile types Mosaic by ward Household composition by OA Concentration of lone parent families Hot/cold performance map Performance chart Map link

9. Quiz Which group is most likely to think that anti-social behaviour has got worse? Young parents new to neighbourhood, keen to put down roots Childless tenants in social housing flats with modest social needs Vulnerable young parents needing substantial state support Twice the average 66% above average 26% below average

10. supported by sharing nationally to improve services locally a local government initiative Service profiling

11. supported by sharing nationally to improve services locally a local government initiative Customer Profiling - examples Kettering – increase take-up of online forms Dudley – determine location of new contact centre Wear Valley – increase benefits take-up / shift council tax payments to direct debit Plymouth, Nottinghamshire & Durham – increase use of libraries Plymouth (new project) reduce anti-social behaviour Reading – target marketing for adult education Greater Manchester authorities – channel shift for bulky waste and e-mail campaign 41 LAs have profiled service transactions through esd-toolkit

12. supported by sharing nationally to improve services locally a local government initiative Case study from Nuneaton & Bedworth Using esd-toolkit profiling tools to target increase in direct debit take-up and close a cash office will potentially save Nuneaton & Bedworth £112K pa! Apply the same techniques and this could work for you......... Nuneaton & Bedworth were part of the Customer Profiling Phase II and have came back to us with some results. Their case study shows actual savings and is summarised in the report available from this link.this link. Nuneaton & Bedworth estimate: Total annual savings £112k. Plus new rental income of £25K pa (space where cash office previously located) Please note the costings used for this project did not use the esd-toolkit Cost Architecture methodology

13. supported by sharing nationally to improve services locally a local government initiative Survey profiling

14. supported by sharing nationally to improve services locally a local government initiative Quiz How many Generic processes have esd-toolkit participants currently identified in the generic activities processes list that are repeated by different people for different services across a council – giving the opportunity to re-design processes to drive out waste? 4 15 29 49 93 107

15. supported by sharing nationally to improve services locally a local government initiative Activity Based Costing Tools and methodology for: Finding the true cost of service delivery through each channel Identifying processes that don’t add value Modelling improvements – may require customer insight to implement

16. supported by sharing nationally to improve services locally a local government initiative ABC – examples East Herts – Parking Service identified £78,000 efficiencies PA and the elimination of 1 FTE post and.45 FTE of a Customer Services post. South Lanarkshire - Citizen Administration service 75% of costs were management overheads and each Genealogy search cost the council £6.25 more than the fee charged. Cambridgeshire CC – a saving of £1.25 per transaction was made by migrating the provision of registration certificates to the web this provided a return on investment in 3 years. Tower Hamlets – Children‘s Service Finance Team 7% of activity( in a 2 week sample) had no value to the customer or organisation Allerdale BC – Outside of Direct Debit payments 75% of all other payments were made face to face (most expensive). More than 2/3 rd of the cost of Debt Recovery processes were because of systems which didn’t talk to each other and need to be supported by paper processes or rekeying into spreadsheets

17. supported by sharing nationally to improve services locally a local government initiative Using Cost Architecture to identify avoidable contact efficiency savings and VFM Prioritise Services for Improvement or look at avoidable contact Service Review (current delivery) Cost Architecture (before costs) Improved service Reduced AC Channel shift Cost Architecture (After Costs) Cost Architecture (Calculated savings) NI 179 (VfM Savings) Profile current users & channels Compare with area profile Service redesign against profiles

18. supported by sharing nationally to improve services locally a local government initiative There is a lot more than you might think in esd-toolkit these days esd4you - finding your way around esd- toolkit. Find out more about what is esd-toolkit, the benefits of subscribing and how to use it...esd4youwhat is esd-toolkit the benefits of subscribinghow to use it... See the esd-toolkit brochure for details of what esd-toolkit offers and what esd-toolkit can do for youesd-toolkit brochurewhat esd-toolkit can do for you

19. supported by sharing nationally to improve services locally a local government initiative Further information Contact: sheila.apicella@esd.org.uk 07769 692989 Support: Forums or support@esd.org.uksupport@esd.org.uk