13 Mar 2007
Robust review process for Council-wide use
Efficiency-driven initiative to transform service delivery
In-depth reviews of processes used across the Council services
Wokingham, Berkshire February 13, 2007 - Sequena, the UK based business transformation company announced today that Kennet District Council has gone live with Sequena's MyLASER programme for transforming Council services.
The Council undertakes a number of statutory and discretionary services for the citizens of Kennet District which covers 375 square miles adjoining the districts of Swindon, North Wiltshire, West Wiltshire and Salisbury. The Council carries out core front-line services, related support services and has a Contact Centre as first point of contact and response for queries.
In response to a number of Government initiatives including Gershon, e-Government and Priority Outcomes, the Council needed to identify efficiencies and improved service delivery through a robust and sustainable transformation programme.
Sequena’s MyLASERTM programme - ‘My Local Authority Service Evaluation and Re-engineering’ - was implemented at the Council to transform service delivery by addressing the following aspects:
Transfer of knowledge to enable the in-house team to deliver future reviews
Robust process to challenge the current methods of delivery
Identification of baseline statistics
Detailed process map of the current process
Detailed process map of the proposed process with recommendations for
Staffing impact
Identification of efficiencies
Implementation of the revised process
"We had already carried out high level process reviews to determine where a contact centre could add value but had not started to transform the back office departments." said Nicola Ratcliffe, Information Services Manager at the Council. "We needed a robust review process to identify improvements in the service delivery processes and prove the business case for making the changes. The initial MyLASER reviews in 3 departments have exceeded our expectations and ‘kick-started’ transformational change".
About Sequena
Sequena are business process experts providing process solutions through software and services for the analysis and renewal of business processes to improve efficiency, increase productivity, optimise resources and enable better service delivery. The results are lean, modern and efficient services at lower costs with improved customer interactions. For more information please visit: www.sequena.com
About MyLASERTM
Sequena have developed MyLASERTM as a people-based programme for service and process reviews utilising a visual process tool and rich output combined with a unique methodology based on academic research with proven practical implementation. For more information please click here.
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