A Redesigned Council - Redesign projects produce positive results

26th October 2017

Redesign of the Council means it will be more open-minded to new ways of delivering services, more commercially-minded to raise income to sustain services and jobs across the region and more community-minded to involve more people in Council decisions and community-run services.

One way of being more open-minded is to undertake reviews of services to identify where blockages and delays occur, to cut out waste and improve services for people using them. As part of the Redesign programme, a number of projects were selected for review using an approach which involves "Lean" principles.

"Lean" is a recognised methodology which means improving services by creating more value for customers with fewer resources. Training in “Lean” processes has been given to staff across Council services in order to develop in-house expertise in this approach to problem solving.

Two projects have already delivered savings of £120k and significant wider benefits through the redesign and improvement of the HR Occupational Health referral process and a redesign of the Bulky uplift service.

The HR Occupational Health project reduced the referral process from 57 steps to 7, has freed up resource in Human Resources to better support services, has reduced the time taken from initiating referral through to the employee being assessed and advice being provided to the manager. This has reduced costs by £62k.

The Bulky Uplift project has reduced time taken to process requests, improved the bulky uplift service for customers, extending the service over Christmas and New Year, including reducing the notice required for an uplift from 48 to 24 hours and making the whole service more direct and responsive. The changes have resulted in £57k savings being delivered.

The Programme comprises projects across a broad range of service delivery, and currently includes: the billing for commercial waste collected, recruiting fostering and adoptive parents; booking rooms and facilities for community groups and others to use; street cleansing; booking staff training courses; allocating resources for additional support needs in schools; and administration for wrap around care in schools. New areas to review are being identified by staff and Councillors.

Convener of the Council and Chair of the Redesign Board, Bill Lobban said: “A focus for the Redesign Board has been to learn from recognised best practice and successful processes elsewhere. The Lean reviews are starting to deliver some exciting results, producing some substantial savings and improvements to services. This has been helped by using tried and tested methodology, together with fresh eyes on problem solving, with staff themselves at the centre of redesign. I am looking forward to seeing benefits from further project reviews.”

 

Related Businesses

 

Related Articles

Yesterday : Local Authority

Secret HQ Move: Is Highland Council Chasing Savings or Just Shuffling the Deck?

A storm is brewing behind closed doors at Glenurquhart Road.  Recent private discussions have revealed plans for Highland Council to potentially abandon its historic headquarters and relocate to Great Glen House, the current £13 million base of NatureScot.  

5/11/2026 : Local Authority

Committee to consider 1 April 2027 start date for Short-Term Let Control Areas

Members of The Highland Council’s Economy and Infrastructure Committee will be asked to agree that Short Term Let Control Areas (STLCAs) for Inverness City and Highland Rural come into effect from 1 April 2027.   The recommendation to the Committee follows the decision by Scottish Government Ministers on 26 October 2026 to approve designation of the STLCAs, which are an important tool to manage future loss of housing stock, support sustainable communities and balance housing needs with the visitor economy.  Chair of the Council’s Economy and Infrastructure Committee, Cllr Ken Gowans, said: “Following Scottish Government approval, the Council can now move forward with implementing these STLCAs, which will help us strike a better balance between supporting tourism growth and protecting much-needed housing for local people.  

Yesterday : Local Authority

Key decisions made to improve Highland Bereavement Services

Members of the Communities and Place Committee have made key decisions that will improve affordability and choice within Highland bereavement services at Inverness Crematorium; and introduce stronger governance and transparency for charitable funding applications through the crematorium metal recycling scheme.   Members also approved the adoption of a standardised burial management plan across Highland which will ensure compliance with new national burial management legislation.  

Yesterday : Local Authority

Council-owned D&E Coaches delivers £700k profit while supporting Highland transport

D&E Coaches has recorded a £700,000 profit after tax in its first full year under Highland Council ownership.   The Council purchased the coach and bus operator in March 2025 to support the ongoing provision of sustainable and reliable transport services across the Highlands.  

Yesterday : Local Authority

Abandoned Vehicles Policy approved by Highland Councillors

Members of The Highland Council’s Communities and Place Committee have approved a new Policy on Abandoned Vehicles that will provide a framework for investigating, assessing and enforcement against abandoned vehicles across the region.   Chair of Communities and Place, Cllr Graham MacKenzie said: “I welcome this new policy which will help to make a difference in communities where the nuisance of abandoned vehicles arises.  

Yesterday : Local Authority

Funding success builds on Highland Council’s commitment to warmer, energy efficient homes

Climate Change Committee Members have welcomed news that The Highland Council has successfully secured external funding in the region of £5.4 million for 2026/27.  This grant funding will support retrofit and decarbonisation programmes for eligible owner occupier, private rented and Council owned houses across the Highlands.  

Yesterday : Local Authority

Council to commission independent review of licensing

Members of The Highland Council have today approved the commissioning of an independent external review of the Council’s licensing arrangements following a Council motion approved on 17 September 2026.   The review will consider governance, decision-making processes and opportunities for improvement.  

5/11/2026 : Local Authority

Additional school in-service days agreed - Helping teachers prepare for major curriculum changes

Local councils will be able to request up to two extra in-service days this academic year, so that teachers can prepare for the most significant curriculum changes in more than a decade.   The Scottish Negotiating Committee for Teachers (SNCT) which brings together the Scottish Government, local authority body COSLA, and teaching unions has agreed up to two additional in-service days, which will form part of multi-year support for implementation of the updated curriculum.  

5/11/2026 : Local Authority

The Payday Heist: Why Your Payroll System Might Be a Fraudster’s Easiest Target

Imagine a dedicated employee logs into their bank account on payday, only to find it completely empty.  When they contact HR, the records show their salary was successfully processed but sent to an entirely different bank account.  

5/11/2026 : Local Authority

Paper Targets vs. Human Crises: The Reality of the Highland Housing Strategy

The Highland Council’s newly unveiled Strategic Housing Investment Plan (SHIP) 2027–2032 paints a glossy, optimistic picture of the region's future.   It promises a steady pipeline of 700 affordable homes a year, framed alongside a booming £10–£16 billion "Growth Deal" linked to green freeports and renewable energy expansion.