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Case Studies
Case
Study 1 - Case
Study 2 - Case
Study 3 - Case
Study 4
Organisational Redesign “Doing more for
less” -
London Borough of Lambeth
Problem:
Historically, Lambeth Benefits service was failing its residents
by providing a poor and unresponsive Housing Benefit service
to its 40,000
customers. Analysis revealed that infrastructure
was not ‘fit for purpose’, 50% of the organisation
was in a ‘support/ crisis’ role; and policies
and
procedures were not sufficiently customer focused. Lambeth recognised
this and put in place a Transformation delivery programme.
Approach:
Indigo Edge undertook design analysis, developed the business
case and supported the implementation of a new organisational
structure.
They conducted a detailed analysis of data including
volumes and throughput of work by each team and developed a
comprehensive organisational cost/benefit model.
Results / Benefits
The key measure of success has been
the realisation of year on year efficiency savings in excess
of £1.5 million.
This has been achieved through:
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A reduction
in temporary staff from 40% to 12%
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Appointment of 40 new
permanent employees (24 trainees)
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A new and streamlined
senior management team in place
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Improved staff satisfaction
including career progression.
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Customer centric culture
and improved customer satisfaction. Click
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