How we'll measure our success

When designing change, it is important to know how we’d recognise success. Here is a non-complete list of success measures, which doubles as a list of benefits. 

Quantitative measures: 

  • reduced spend on customer services by reducing demand both over the phone and face to face
  • reduced technology running costs through contract disaggregation and bringing services and systems in-house 
  • reduced failure demand across the council from double contact by black holes in service, meaning business areas can realise efficiencies 
  • reduced officer time for business areas spent on back office processing, through better systems integration and automation 
  • reduced paper usage, helping to meet the council’s climate commitments 
  • potential to redesign our estates and make our workforce mobile 
  • reduced complaints as services are redesigned to be easier to use
  • reduced case work from escalation of complaints. 

Qualitative measures:  

  • improved customer services for those looking for the most common services, indicated by customer satisfaction
  • improved council reputation externally 
  • improved support for long-term customers of major business areas, like adult and children’s social care and housing tenants 
  • happier and more productive staff due to access to better tech 
  • happier members with fewer customer complaints.