Through the support of a lean practitioner the team focussed on the problems identified by our customers. All staff, at some point during the change process, were actively engaged in determining the future of the (DM) service. Targets were set by staff and this ‘buy in’ from staff made the commitment to achieve all the more relevant.
Staff critically assessed their current work practices and attitudes and by doing so were able to identify the key areas requiring change.
A communication plan was drawn up to ensure that any changes affecting our different customer groups were communicated quickly and easily. By identifying our key stakeholder groups - elected members, community groups, professional agents and consultees we were able to include our customers in the overall change.