Resident Access Transformation
The London Borough of Hammersmith & Fulham (LBHF) wished to transform resident access to Council services in order to provide a better resident experience and to achieve cost savings to address budget pressures. As part of this, there was a focus on improving the digital offer to make it easier and quicker for Residents to get what they needed.
The Role
31ten was initially commissioned to carry out a six-week review of resident contact across the whole organisation, including re-focusing resources on supporting residents with more complex needs, through data analysis and engaging with the Council services.
We were then re-commissioned to provide the Full Business Case for transforming the first tranches of services which, through further strategic review and analysis of the financial case, set out a net saving opportunity for £8m over 5 years.
LBHF approved the Business Case in October 2020, releasing the investment and mobilising a cross-Council working group to deliver the programme, using a LBHF-owned methodology for rolling out transformed resident access across the organisation.
