Service Reviews

Where’s the best place to start with a service review? We believe it’s by mapping out processes with a dual perspective, examining both service delivery and the customer experience. This approach not only highlights any operational gaps but also uncovers psychological factors that may be influencing behaviour within your team or impacting customer satisfaction.

Often, local authorities simply don’t have the time or capacity to step back for a fresh, objective look at these areas. And that’s where we come in. Our experienced business analysts bring the ideal mix of process expertise and psychological insight, allowing us to get to the bottom of complex issues, identify hidden barriers, and provide practical recommendations.

We’ve successfully conducted reviews in areas such as housing, planning, social care, corporate services, traded/income generation services, revenues and benefits, and environmental/place services.

Our approach revolves around the three interconnected pillars of successful service delivery:

• People – We explore team dynamics and the psychology of culture, understanding how beliefs and interactions influence outcomes.
• Process – We streamline workflows, uncover inefficiencies, and align operations with objectives.
• Performance – We assess key metrics and identify areas for measurable improvement, making sure both people and processes drive better results.