Improving Licensing Lean Thinking and Process Mapping
Objective
In September 2008 Spirals was asked to work with a District Council Licensing team to explore how the team could improve the service to its customers. The following objectives were agreed for the work:
Deliver a better service to the customers
Have clear definitions between the front and back offices
Help the team:
o Structure
o Responsibilities
o Job satisfaction
o Productivity
More consistent service across all channels
Clear and consistent definitions
Move more services to the front office
More efficient working with savings
Clear customer expectations based on a timeline
Engagement
Spirals was commissioned by a manager in the Customer Services team to facilitate a series of workshops using Lean Thinking and Process Mapping techniques. It was important for the success of the work that there were high levels of buy-in across the Licensing service. The following work took place:
Agreed the main interactions with Customers i.e. activities to be mapped
Agreed the objectives for the work used as the criteria to prioritise actions
Identified current performance
Considered the current service from the customers perspective
The following process maps were prepared:
Application Requests and Application updates - telephone and face-to-face
Licensing Applications Received - delivered by hand and by post
Returning Calls
Application Renewal Taxi Licenses
Complaints about Premises
Result
By using the process maps and lean thinking techniques the following areas of improvement were identified in priority order:
Access to IT for Customer Services staff
Training for Customer Services Staff
Better communication (packs and website) with clear and concise information, timelines and clear expectations
Access to a nominated extension to deal with technical queries
An appointment system
Access to everyones database
To provide a clear focus for improvements an action plan was agreed with clear accountabilities and timescales. The client and the group was pleased with the work and the methodology used. The Council is currently considering using the same approach for other services.
Ref: 00225