Housing Benefits – 6.5% less resource to handle 33% additional work
In Planning, support from the corporate contact centre no longer required and 100% capacity was freed up in the Planning administration team
In Disabled Facilities Grants: the cost of delivery reduced by 35%, a 52% reduction in mileage spend, and a reduction in end to end time of 90%
Failure demand reduced by 88% to 5%
End to end time to process a housing benefits claim reduced by 84%
Assessment completed on first visit increased by 45%, assessment completed on second visit increased by 85%
End to end time for a planning application reduced by 82%
Vanguard has made a unique contribution to improving Public sector services. Wherever the Vanguard Method has been applied performance has been improved, from benefits to social care, planning to Food safety, Refuse collection to Trading Standards all have made significant improvements without any increase in cost to the tax payer.
Quotes from planning applicants:
‘Absolutely bloody fantastic’
‘Your reply regarding _______ is clear, comprehensive and timely. Thank you very much indeed. I believe I can save a client some money and you some further time’.
‘The overall speed of reaching a decision was outstanding; particularly impressive in terms of the speed of getting the planning application to Committee. This has enabled us to hit our targets for Jaguar Land Rover.’
Keith Webster – Principal Consultant, ANCER SPA
Better for people providing the service
Staff sickness reduced by 44%
In Housing Benefits: ‘Someone rang me just to say thank me this morning. They didn’t want anything. They just wanted to thank me. I’ve worked here for eight years and that’s never happened before. I was so surprised, I didn’t know what to say’.
In Planning: ‘Ownership and more responsibility of caseload is motivating’
In Food Safety: ‘I take a lot more pride in my work, and the sense of achievement that my time and effort has actually made a difference is now felt most days. I think this is because I can see the impact I am having on the businesses; I have the freedom to work with them and to build a relationship with them. I actually feel a lot more confident in my day-to-day work because I am able to use common sense when telling a business what they need to do to improve’.
Better for organisations
In March 2014, Vanguard and Locality published a report titled ‘Saving money by doing the right thing: why ‘local by default’ must replace ‘diseconomies of scale’. It describes how failure demand is the biggest cause of rising demand, not demographics. Published at a House of Lords launch on 12th March 2014, the study analysed hundreds of thousands of demands placed on the public and third sectors across multiple localities in the UK over the past three years.
Ministers, civil servants and public sector leaders learned that that more than £16bn of public money could be saved every year by tackling ‘failure demand’; unnecessary demand such as repeat assessments, multiple referrals, delayed discharge, unwanted equipment and unsuitable services, all demand caused by a failure of public services to understand people and provide them with what they need.
The study is the first of its kind to discriminate between artificial demand for public services, generated solely as a result of an organisation not taking the right action and real demand, experienced by the person who needs help.