About Value Adding
ValueAdding.com brings expertise in applying Lean thinking in the public sector
through Business Process Reengineering and Activity Based Costing. These are
essential skills in driving down costs sustainably whilst focusing on Customer
“value-add”.
What The GovMetric Value Adding Partnership Delivers
National Indicator 179 (NI 179) presents a complex challenge to Councils – how
to deliver at least 3% year on year ongoing cashable savings whilst maintaining
service delivery quality – in short, achieving better value for money.
We believe three complementary sets of capabilities are essential in delivering
and demonstrating Value for Money gains:
- Understanding the true level and nature of costs associated with providing
services.
- Introducing Lean thinking by redesigning ways of working to eliminate wasteful
activities (and cost).
- Understanding and tracking customer satisfaction to steer and validate benefits
realisation whilst demonstrating absence of deterioration in service delivery.
Measuring Service Effectiveness By Obtaining The Customer’s View
The NI 179 guidance, while expecting councils to provide information on savings,
also expects these to be made “…without any deterioration of the overall
effectiveness of that service”. This places a requirement on the council to have
a mechanism for measuring and reporting on the effectiveness of services. This
is very likely to be strongly reflected in customer satisfaction.
GovMetric is an established service for gathering customer satisfaction across
all contact channels and for all services. GovMetric uses a simple question set
to gain customer satisfaction feedback and a web-based reporting suite to allow
council officers to develop insight into the customer satisfaction data
gathered. By using GovMetric the council can gather satisfaction data and thus
track and react to any service satisfaction issues caused by cost savings.
Integrated Delivery Of NI 179
By joining forces, GovMetric and ValueAdding.com can provide an integrated
approach to delivering against NI 179. It harnesses the intrinsically
complementary aspects of each organisation’s services to support councils in
rapidly and sustainably tackling the apparently conflicting objectives of
reducing cost and delivering maintained (or improved) services.
As part of the integrated NI 179 solution GovMetric provides reporting on both
costs/cost savings and satisfaction both at an overall level and by service or
channel. GovMetric will also allow plans to be established for cost savings and
service satisfaction improvements so that the council can compare achievement
against plan for both of these measures.
Value Adding Contact:
Richard Coombes - Director
richard.coombes@valueadding.com