London Council streamlines processes and practices

Summary

A London Council used Statius to assist their staff streamline the processes and practices of the Street Lighting department.

The problem

The council wanted to both improve and document the current operations undertaken by the Street Lighting department.

The client 

The Council is one of London’s leading borough councils employing 5000 staff in over 40 departments, one of which is Street Lighting.

The Street Lighting section controls and monitors all activities related to the provision and maintenance of street lighting equipment over the 500 miles of road in the local area; the actual works being carried out by a contractor on behalf of the Borough. The Council’s responsibilities included monitoring the contractor, performance checking, dealing with fault reports, site supervision, enquiries and complaints, budgetary control and dealing with regional electricity boards.

The approach and the solution

The first stage of the project consisted of working with the team to understand the existing processes and then to establish exactly how they were being managed.  The ISO 9001 standard was then used as a framework to make recommendations on how to re-engineer and improve processes and practices and, once agreed, the new processes were flow charted to capture all relevant information. Lastly, the detail of each flowcharted step was documented in order to capture and hold the gains made.

The outcome

The trial was so successful that the Council then commissioned Statius to undertake the same process for the Major Works section which controls and monitors all planned maintenance work to carriageways and footways. This section’s responsibilities included winter maintenance (for footways), preparing carriage and footway schemes, traffic management, advising residents of proposed footway schemes, dealing with residents’ requests for vehicle crossings and, finally, complaints and enquiries.

Statius then went on to undertake similar projects for a number of other sections, for instance: Minor Works, Highways Enforcement, Highways Inspection.

  • “Statius provided reports for each section making recommendations beyond the scope of the original project”
  • “Numerous efficiency and effectiveness improvements were identified and implemented”
  • “We were exceptionally pleased with the structure and focus that the exercise gave each team and how Statius concentrated on our minds on improving the effectiveness of existing processes”.          

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Simply ISO9001

“Statius took time to understand us, then they made ISO9001 very simple whereas other consultants had made it impossibly complicated”
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Mindset management

“This (assignment) has confirmed some things I knew, and that was useful; some things I didn’t and that too was useful. However, most importantly, I guess we all felt a bit uncomfortable at times but now we have a real and robust improvement plan to go forward with.”
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Mindset management

“The (performance improvement) work you have undertaken has providing a real opportunity for us to break out of our mindset… I’m just afraid it will stop!”
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Streamline and simplify

“I have to say from a personal viewpoint, since you came on board you have helped streamline and simplify our systems brilliantly, and continue to do so, which makes my job much more straight forward, and I thank you very much for all your efforts...”
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“Without the help of Statius and the systems and processes developed we would not have secured £27m of framework agreements and term contracts.”
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“Statius’s hands on approach and genuine interest in the development of the Integrated Management System meant that we successfully achieved ISO 14001 certification (at the first attempt) and we shall rely on their future support as we develop our systems.”