behavioural research gallery

Service Transformation

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Welsh Government

Co-creation event Co-creation event,
Workshop Workshop,

  • Why
  • How
  • Outcomes
  • Why

    To be more efficient and effective, the housing options service across the five Welsh Councils needed to be transformed to support the homeless prevention service.

  • How

    Our systems thinking programme took a people-centred approach to change behaviour, enabling each council to understand customer demand, flow, and the causes of waste.

  • Outcomes

    We helped all five Councils to achieve cashable savings approaching £250,000. 75% of requests were dealt with at first point of contact, with 150,000 sheets of paper saved through reduced form filling. Shared learning from the five pilot councils has been rolled out to other housing authorities.