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Working with 5 welsh councils to Transform their Housing Options Service
using a Systems Thinking approach.
ICE worked with five Welsh councils to help them transform their Housing Options Service using Systems Thinking. Each council wanted to understand customer demand, flow of work, waste and the causes of waste in their Housing Options Services.
Funded through the Welsh Assembly Government (WAG), the councils enlisted our support to plan and deliver service redesign aligned with customers’ needs and expectations.
ICE Systems Thinking team designed a programme to deliver weekly facilitated sessions to all five councils, drawing together a group representing all of the authorities. These sessions were carefully designed to provide background, theory and learning around our proven 7 E’s People Shaped change model (Establish, Explore, Envisage, Experiment, Embed, Evaluate & Educate).
of requests dealt with at first point of contact
Reduction in sheets of paper through reduced form filling
We have helped all five councils achieve both cashable and non-cashable savings and represents just the beginning of the improvement cycle.
Each council has also begun a second round of improvements using the ICE change model in another area of the service. This further cycle of change is supporting the service capability as they move to more of a learning culture where continuous improvement becomes the norm.
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