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 organisations - how to deliver at least 3% year on year on-going 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 organisations 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 organisation 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. It uses a simple question set to gain customer satisfaction feedback and a web-based reporting suite to allow organisation officers to develop insight into the customer satisfaction data gathered. Using GovMetric, the organisation can gather satisfaction data and thus track and react to any service satisfaction issues caused by cost savings.

Integrated Delivery Of NI 179

Through 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 organisations 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 organisation can compare achievement against plan for both of these measures.

Value Adding Contact: Richard Coombes, Director