The Benefits You Gain

   
Our approach is designed to give you a better experience of change and provide a quicker route to the benefits. These include:

Enhanced Skills In Your Organisation

We prefer every project to be resourced at least 50:50 with your own people.  That way your staff are trained in the techniques of change and systems thinking and can proceed to be more self sufficient when delivering the next project.  You may then simply want us to provide ongoing support and be a 'critical friend'.  We may also work at a strategic level with you and the Cabinet/Executive Management Team to advise on what is possible and the most cost effective ways of achieving it.

Immediate improvement

Our mission is to facilitate increased efficiency and reduced costs.  By working systematically through a programme which looks at the whole end-to-end service from the customers’ point of view, service improvements are guaranteed too.  We take account of the interfaces with other services and local area partners too.  We know that all improvement programmes have to take account of the national key indicators and we would ensure these are built in to new ways of working. We focus on the purpose of these indicators rather than the targets by themselves.

Continuous Improvement and Benefits Realisation

Too often change programmes are implemented and then the service runs with little further intervention.  Your ability to move from project completion to continuous improvement is critical in ensuring those small but vital incremental steps are taken so the service remains at the top of its game.  The discipline of benefits management ensures that there is clear ownership and visible, sustained delivery going forward so all the savings and improvements are delivered as expected and are properly reported.

Higher Staff Morale

Experience shows that staff are really on board with changes and improvements when they have been involved in the design and delivery of an improved service.  With thoughtful staff management and good communications, a change programme can be delivered with less disruption and more enthusiasm.  Sickness absence often reduces as does staff turnover and overall there is a much better atmosphere.  

More Appreciative Customers

Our approach focuses on the service users, residents, customers and visitors to the area.  They are the starting point of service design and the end point of service delivery.  Because of this, they see the services improving and those improvements are delivered in the way they expect.  Ultimately the whole community benefits as local government plays such a vital role in the neediest parts of our society.

Better Rating and Reputation

Better performance ratings are important but with the Touchpoint Change approach it is easier to achieve better ratings 'in the right way'.  Regional and national reputations are enhanced when colleagues in other authorities steadily hear about more positive case studies and fewer negative stories.  Improved services can be showcased through national awards, IDeA and local contacts with neighbouring authorities.  With an enhanced reputation, it is easier to attract funding and keep high quality staff.  

Touchpoint Change, Business Growth, Performance Improvement, Cost Reduction

© Touchpoint Change Consulting Ltd, 2009.