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The Challenge

North Wales Police were faced with delivering cash savings of approximately 20%

The aim of this review was to:

  • Improve customer service
  • Reduce frontline bureaucracy
  • Develop robust, efficient processes
  • Centralised service facility
  • Business partners to support frontline operations
  • Develop culture of ongoing process improvement

In order to preserve frontline services, the organisation undertook a full review of its back office functions.

The Solution

  • 01
  • 02

Process review

The review initially focused on Human Resources, Training, Learning and Development, Finance and Duty Management. In-depth analysis of current processes and offerings enabled the organisation to identify where significant savings or improved customer service could be delivered.

New Organisational Structure

Once the new service offering and processes had been implemented, the next stage of the programme was to deliver a new organisational structure. This would help to reduce frontline bureaucracy and be able to meet the business challenges going forward. A centralised Shared Service Facility, with Business Partners supporting frontline senior officers, has now been implemented with the underpinning themes of customer service and continuous improvement embedded in its operation.

Key Services

Business Diagnostics

Opportunities for Savings

A review initially focused on Human Resources, Training, Learning and Development, Finance and Duty Management. In-depth analysis of current processes and offerings enabled the organisation to identify where significant savings or improved customer service could be delivered.

Lean Management Systems

Lean Processes

Having identified opportunities for improvement, processes were redesigned to provide more robust, efficient, customer-centric processes to meet the needs of stakeholders, including frontline Police and suppliers.

CI Methodologies

Change Programme

Once the new services and processes had been implemented, a new organisational structure had to be delivered to help reduce frontline bureaucracy and meet the business challenges going forward. A centralised Shared Service Facility, with Business Partners supporting frontline senior officers, has now been implemented with the underpinning themes of customer service and continuous improvement embedded in its operation.

The Results

Through the introduction of Lean Thinking within the Business Services Directorate, the project has delivered a significant reduction in staffing levels within the targeted service areas

Through the introduction of Lean Thinking within the Business Services Directorate, the project has delivered a significant reduction in staffing levels within the targeted service areas

As with any lean transformation, active engagement of people is imperative in the drive for both short and longer term improvements. This programme of work delivered:

  • A new invoicing process which has reduced resource demand by 60%
  • A 50% reduction in attendance management processing time
  • A 45% reduction in recruitment processing
  • Improved processes for Duty Management which reduced process demand by 80%

Looking ahead, North Wales Police is now embarking on further reviews of its Business Services Directorate to deliver additional savings in the remaining three years of its improvement programme. Central to this will be the development of Lean sigma champions who will deliver the process improvements required to meet the saving targets. It is this culture of continuous improvement which will help to eliminate waste and improve customer services on a daily basis.

  1. 01
    41% reduction in staffing levels within the targeted service areas.
  2. 02
    Project generated year one savings in excess of £1 million
  3. 03
    Savings expected to increase to more than £2million over the 4 year implementation period.

By looking at the needs of our customers, suppliers and stakeholders and reviewing our processes, we have a much better understanding of what can be achieved in the project, longer term. We are able to maximise the benefits achieved for North Wales Police on our continuous improvement journey. The team bring something very different to the table which adds considerable value. Their outcomes are most certainly value-add and our experience of working with them has been excellent throughout.

Gerallt Williams, Business Manager

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