People Performance Passion

1. People Performance Passion • Jacqueline Dowsing • Training Manager • LEx Transformation Team Luton Excellence

2. The challenge... • low council tax base • high percentage of dependent • population • historic mixed performance • historic ‘siloed’ approach • £60m revenue budget reduction • (35%) over next four years

3. The brief... • significantly reduce council • expenditure without service • failure • avoid budget ‘salami slicing’ • ensure a customer focused, • ‘lean’ approach • increase ownership, drive and • capacity for change throughout • organisation

4. The programme • 230 projects,12 bundles • every area, every team • lean methodology, strong project • management • achieved savings targets in 10/11 • on track for 11/12 (£21m) & 12/13 (£40m)

5. Luton Excellence why us? • 9:1 return on investment • managed in-house • efficiency targets met • customer and staff focus • passion, leadership and drive

6. Managed in-house • the thinking: customer, control and cost • LEx core team • the wider team; whole organisation brand • personal responsibility paramount

7. Return on investment • commercial focus: ROI was 8:1, now 9:1, striving for 10:1 • why? visibility, legitimacy, authority, setting standard, pace • sustainability: employee engagement,training and developing organisational capability

8. Efficiency targets met (Just 9.4 % of savings to March 2011 are service cuts)

9. Customer focus • customer ‘value’ at the heart of all we do • “the services for the most vulnerable members of society should be protected above all” • “there should be no service area which should be left untouched”

10. Staff focus INSTIGATE • Improvement Awards • lean change agents • project managers EMPOWERED • ideas generation • change management training • ‘doers’ involved in making • change happen • celebrating success • regular employee briefings • staff engagement: Question Time and • Change Exchange • visible lean change network throughout • organisation INSPIRED

11. Building capacity embedding lean principles throughout organisation empowering people at all levels harness in-house skills, knowledge and commitment maximum potential and return customer-led best value

12. Lean academy Training and development Coaching and mentoring Lean change agents Change Exchange Info resources on intranet

13. Lean training: year 1 Managers: lean toolkit overview; people involvement & lean leadership; planning & policy development; A3 reports Project managers: lean business management All employees: lean overview & waste elimination

14. Lean training: year 2 Four key tools to respond to budget challenge: - value stream mapping - process mapping - practical problem-solving - standardisation

15. Training outcomes Sept 09 to Dec 2010: - 2095 training places filled - 998 lean aware employees increased business improvement tools across council greatly enhanced ability to identify and eliminate waste

16. LEx outcomes • improved customer service and • outcomes • efficiencies and waste reduction • galvanised staff; ready to face the • future

17. Some specific results • improved payment systems for • customers - £150k pa saving • street services collection targets met • 98% of time; daily collects up 27%; • midweek collections up from 35% to • 96%; £15k cost avoidance • licensing issues: cut from 28 days to • 2 days • housing benefits: cut from 52 days • to 10 days • one (junior) officer achieved £5k pa • saving after lean course; many other • examples of engaged & empowered • employees

18. Shape the Change staff survey Sept 2010 • We discuss areas for improvement where I work77% • My work gives me a feeling of personal accomplishment84% • I understand why the budget reductions are necessary82% • Staff satisfaction and motivation UP – in spite of current circumstances

19. Any questions? Contact Jacqueline Dowsing LEx transformation team 01582 54 73 93 jacqueline.dowsing@luton.gov.uk Luton Excellence