The Local Government and Social Care Ombudsman in England (LGSCO) investigates complaints from the public about local public services and social care providers in England.
In 2013/2014 LGSCO faced a budget cut of 37%, an increase in caseload and falling staff numbers. They not only survived, they thrived. Productivity increased by 29.7%. Cost per case, already one of the lowest in the sector, was further reduced. Performance targets were exceeded and quality standards improved.
How did they do this? Through a radical business transformation project which combined significant culture change with simplified, streamlined ways of working.
LGSCO uses a Workpro case management system to manage all complaints and enquiries. Workpro is used throughout the organisation, from frontline staff in the intake team, to caseworkers in the assessment and investigation teams. An update of the Workpro system to match and support LGSCO’s new business processes was a key part of the business transformation project.