UK Council Saves £55K via Service Design
What happened
Medway Council in the UK detailed how it used service design principles for its digital transformation in a recent webinar. By migrating forms and streamlining workflows, the council saved £55,000 annually. The project was also credited with fostering a more user-centered culture within the organization.
Why it matters
- The £55,000 annual saving was achieved in six months by consolidating 80 separate forms into 32 and streamlining 72 associated workflows, a project led by Lead Service Designer Vicky Bichard. - This initiative is part of a wider "Medway 2.0" transformation program designed to redesign services from a resident's perspective and move away from legacy ICT systems. - In a separate project, Medway’s transition to a new education management system, Synergy, shifted 98% of school applications online, significantly reducing paper-based processes. - Medway Council is also part of the Open Digital Planning community, where a new "Report a Breach" service has reduced the need to request additional information from users by 23%. - The council's approach is aligned with the UK Government Digital Service (GDS) principles, which prioritize starting with user needs, designing with data, and iterating to improve services. - This type of digital transformation in UK local government has yielded significant savings elsewhere; for instance, Bradford Council aims to save £1.6 million through automation, and Cornwall Council saved £2 million by moving 1.5 million transactions online. - The Local Government Association (LGA) has funded 68 similar projects involving 100 councils, with estimated collective savings exceeding £4.5 million. - A key goal for Medway is to enhance digital inclusion and skills, as a 2021 report noted that only 7.7% of the area had gigabit-capable broadband, significantly below the UK national average of 40.3%.
Key numbers
- By migrating forms and streamlining workflows, the council saved £55,000 annually.
- - The £55,000 annual saving was achieved in six months by consolidating 80 separate forms into 32 and streamlining 72 associated workflows, a project led by Lead Service Designer Vicky Bichard.
- This initiative is part of a wider "Medway 2.0" transformation program designed to redesign services from a resident's perspective and move away from legacy ICT systems.
- In a separate project, Medway’s transition to a new education management system, Synergy, shifted 98% of school applications online, significantly reducing paper-based processes.
What happens next
- This type of digital transformation in UK local government has yielded significant savings elsewhere; for instance, Bradford Council aims to save £1.6 million through automation, and Cornwall Council saved £2 million by moving 1.5 million transactions online.
Quick answers
What happened in UK Council Saves £55K via Service Design?
Medway Council in the UK detailed how it used service design principles for its digital transformation in a recent webinar. By migrating forms and streamlining workflows, the council saved £55,000 annually. The project was also credited with fostering a more user-centered culture within the organization.
Why does UK Council Saves £55K via Service Design matter?
The £55,000 annual saving was achieved in six months by consolidating 80 separate forms into 32 and streamlining 72 associated workflows, a project led by Lead Service Designer Vicky Bichard. This initiative is part of a wider "Medway 2.0" transformation program designed to redesign services from a resident's perspective and move away from legacy ICT systems. In a separate project, Medway’s transition to a new education management system, Synergy, shifted 98% of school applications online, significantly reducing paper-based processes. Medway Council is also part of the Open Digital Planning community, where a new "Report a Breach" service has reduced the need to request additional information from users by 23%. The council's approach is aligned with the UK Government Digital Service (GDS) principles, which prioritize starting with user needs, designing with data, and iterating to improve services. This type of digital transformation in UK local government has yielded significant savings elsewhere; for instance, Bradford Council aims to save £1.6 million through automation, and Cornwall Council saved £2 million by moving 1.5 million transactions online. The Local Government Association (LGA) has funded 68 similar projects involving 100 councils, with estimated collective savings exceeding £4.5 million. A key goal for Medway is to enhance digital inclusion and skills, as a 2021 report noted that only 7.7% of the area had gigabit-capable broadband, significantly below the UK national average of 40.3%.
