Business Transformation Project at Local Government Ombudsman

This case study outlines a business transformation project undertaken by the Local Government and Social Care Ombudsman (LGSCO) in England, aimed at addressing significant challenges including a 37% budget cut, increased caseload, and reduced staff numbers. The project focused on streamlining processes and implementing a culture change to enhance productivity and reduce costs per case. The Workpro case management system was integral to this transformation, adapting to new workflows and performance targets. The document details the redesign of processes, including the introduction of an assessment stage to prioritize high-risk cases, akin to a hospital triage system. It emphasizes the empowerment of frontline staff to resolve queries efficiently and the importance of a collaborative approach with Workpro to ensure the success of the project. The results included improved performance metrics, with a significant percentage of cases completed within designated timeframes, demonstrating the effectiveness of the changes implemented.