Glasgow City Council: Area Integration
Following a comprehensive Best Value Review of Land and Environmental Services (LES), Trading Operations, a priority was identified to establish an integrated, responsive, neighbourhood-based, delivery model for front-line services. This had to encompass the delivery of roads maintenance, grounds maintenance, street cleansing and refuse collection affecting 1650 employees.
Throughout the whole design and implementation process the key objective has been to improve the financial viability of services and to align operational arrangements to support the delivery of integrated, effective and responsive frontline services across Glasgow’s five strategic planning areas, through the optimisation of operational and management synergies within the respective functions
Download more information: EIA 04 Area Integration
Glasgow City Council: EAL Service – supporting children and young people
Glasgow City Council’s ASL/EAL Service aims to meet the needs of children and young people with English as an Additional Language in Glasgow. The service was restructured in August 2008 in order to better meet the needs of all children with EAL and in relation to the statutory requirements under the Additional Support for Learning Act (2004) to assess and address the barriers to children’s learning. The restructuring ensured more children and young people with EAL were able to access specialist support and ensured the service was responsive to changing demographics and the changing challenges faced by educational establishments. The current financial situation, which has led to a reduction in resources available, combined with the still increasing numbers of children arriving in the city and needing EAL support, means there is a need to find further innovative ways of meeting the needs of children and young people with EAL.
Download more information: EIA 05 EAL Service
West Lothian Council: Repairs Visibility
Thenew customer orientated and innovative appointment system, coupled with a new mobile working approach has dramatically increased service efficiency using fewer resources, increased customer satisfaction levels and keeps our customers fully informed throughout the repairs lifespan in the face of financial, workforce and cultural adversities.
Download more information: EIA 09 Cat 5 Repairs Visibility WLC
Aberdeenshire Council: School Grants
By combining the administration of free school meals and school clothing grants with housing benefit and council tax benefit administration, Aberdeenshire Council lives up to its vision of involving, responding and enabling and to finding new and efficient ways of doing things. Customers only have to make one application and provide evidence of their income once to claim four means tested benefit schemes administered by the Council as opposed to having to provide information 3 times over under the previous arrangements. Take-up has increased significantly, technology used by one council service is being used to benefit another and resources are used more efficiently. This project shows that by putting customer needs first, by doing things differently and working together we can be more efficient as well as maintain and improve customer service in difficult financial times
Download more information: EIA 16 Administration of School Clothing Grants
Perth and Kinross Council: New ways of working for Frontline Services
Waste Management Operations has achieved £400,000 of revenue savings by April 2010 without reduction in the level of service provided to the residents of Perth & Kinross and improving the work life balance of the employees without reducing employee numbers (voluntary or compulsory), through the introduction of new shift systems to increase vehicle and plant utilisationThe joint project:
Download more information: EIA 19 New Ways of Working for Frontline Services
Perth and Kinross Council: Adult Care One Stop Shop
The Access Team was established by Housing & Community Care to improve how Community Care Services were accessed in Perth and Kinross. Frontline staff were given the opportunity to redesign the structure and the service that was to be delivered.
The creation of the team has made accessing Community Care Services easier for customers, including stakeholders. Those working in the team have developed skills to deliver a broad range of services including crisis work and are able to identify those who require urgent support and assistance and respond appropriately. They are able to provide a broad range of information and advice to customers.
Download more information: EIA 20 Adult Care One-stop Shop