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Chapter 8

Innovate and Improve

'Always looking for ways to improve the services offered, particularly the use of new technology'

Improvements should be seen as a necessity for an organisation to adapt to the changing needs of its customers.

It is important that such improvements are part of a planned response to a researched and identified need to develop the quality of services to customers and to improve value for money.

Improvements should be in response to information obtained from customers and businesses as a result of consultation.

All improvements should be part of a wider plan of enhancing service delivery that considers not only what can be improved immediately but also what future improvements need to be considered.

Every opportunity should be taken where possible to use new technology to deliver improved services and improved value for money.

There are three types of improvements:

	Innovations in existing services where entirely new services are developed to meet newly identified or changing needs.
	Enhancements in service quality and service standards as part of a process of continuous improvement.
	Extending into new service provision in order to satisfy a customer need.

Examples of Good Practice

Innovations in existing services

	One-stop shops for advice.
	Thermal surveys of towns for determining priorities in energy efficiency.
	Free dog tags to assist return of stray dogs.
	Tape recorders for residents to record noise nuisance.
	Junior Citizen training for schools.
	Air Quality broadcasts.
	Partnerships with poultry farmers on poultry meat hygiene.
	Trader Newsletters with links to town centre management.
	Quality Improvement teams with contractors.
	Community panels for Local Agenda 21
	Use of resident and business surveys to establish needs.
	Business partnerships to provide training.

Examples of Good Practice

Enhancements in service quality and service standards

	Performance Indicators to monitor improvements.
	Enhanced feedback from businesses and the public.
	Benchmarking of service standards with other organisations.
	Reviewing trends in inspection scores for food businesses.
	Telephone hotlines for specific services.
	Partnerships with businesses.
	Staff quality groups/circles to seek ideas.
	Investors in People to identify training needs linked to improvements.
	Monitoring resolution times for complaints to track improvements.
	Electronic information display boards funded by advertising.
	Performance information Newsletter to service recipients.
	Correspondence and documents to be in plain English.
	Plain English evaluation of documents.
	Guide to awards available to businesses.
	Surveys for special needs groups.
	Customer surveys on handling of food service requests.
	Anonymous feedback to track performance.
	Sponsorship to fund provision of services.
	Direct mobile phone contact telephone numbers.
	Mobile computer links to main offices.
	Use of Home Improvement Agencies as one-stop shops.
	Out-of-hours service provision.

Examples of Good Practice

Extending into new service provision

	New types of pest control work including proofing and insectocutors.
	Contaminated land survey.
	Homecheck service.

CASE STUDY 18 : Free Dog Discs to Assist Return of Stray Dogs

(Source : Winchester City Council)

Introduction

Dog owners in Winchester can request free dog identity discs which are engraved in the office by dog control staff and posted to customers.

Service Development

Original idea was a suggestion from a Dog Control Officer who recognised it would enhance service.

Benefits

The service encourages dog owners to make sure their dog has a disc which speeds up time taken to return the dog if lost and reduces time wasted tracing owners. The service also enhances the reputation of the Department in adopting a more holistic approach to dog control issues.

Feedback received

Very positive comments have been received from the public who consider that it helps them make sure their dog is identifiable.

Comments

Simple idea, simple execution but with significant benefits to the service.

CASE STUDY 19 : Project Integra Approach to Waste Management

(Source : Test Valley Borough Council)

Introduction

Project Integra is a partnership involving all 13 local authorities in Hampshire, the County Council and Hampshire Waste, the County's waste disposal contractor. It sets out a long-term strategy for the management of waste in the county.

Service Development

The idea was originally proposed as a result of discussions between all the partners regarding the need for sustainable approach to waste management.

Benefits

Delivers benefits of scale of economy and better planning of waste management in the county, and ensures waste disposal contractor can plan accordingly.

Feedback received

All partners view the project as essential for the future planning and achieving better markets for recyclable materials. The project is also respected within Continental Europe where it is recognised as example of best practice.

Comments

A good example of how business, regulators and local authorities can work together to enhance waste disposal services.

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Last updated: June 1999