When designing change, it is important to know how we’d recognise success. Here is a non-complete list of success measures, which doubles as a list of benefits. 

Quantitative measures: 

• reduced spend on customer services by reducing demand both over the phone and face to face 

• reduced technology running costs through contract disaggregation and bringing services and systems in-house  

• reduced failure demand across the council from double contact by black holes in service, meaning business areas can realise efficiencies  

• reduced officer time for business areas spent on back office processing, through better systems integration and automation  

• reduced paper usage, helping to meet the council’s climate commitments  

• potential to redesign our estates and make our workforce mobile  

• reduced complaints as services are redesigned to be easier to use 

• reduced case work from escalation of complaints. 

Qualitative measures:  

• improved customer services for those looking for the most common services, indicated by customer satisfaction 

• improved council reputation externally  

• improved support for long-term customers of major business areas, like adult and children’s social care and housing tenants  

• happier and more productive staff due to access to better tech  

• happier members with fewer customer complaints.