Eastleigh Borough Council

Local Government
Written By Daniel Butler

The challenge

The council had set a clear ambition to address organisational challenges while continuing to improve services. To achieve this, it identified the need for a new operating model that matched its goals and internal strengths.

The core transformation objectives included:

  • Upgrading technology infrastructure to support digital service delivery

  • Improving customer access and managing demand more effectively

  • Reducing staff costs by nearly one-fifth

  • Supporting a commercial mindset and customer-focused culture

The result

We worked with senior leaders to develop a comprehensive transformation business case, blueprint and implementation plan for a new operating model. This included:

  • Redesigning strategy and commissioning functions.

  • Developing a new organisational structure, job families and roles.

  • Planning a major technology upgrade, including a new customer relationship management and case management solution.

  • Establishing a new approach to customer access and demand management.

  • Building a more customer-focused internal culture.

To support implementation, we:

  • Mapped current roles and activity to future operating model capabilities.

  • Designed a learning plan and supported leadership development.

  • Modelled annual staff cost savings of £2.3 million (19%).

  • Phased delivery across three areas: back office and strategy, place-based services, and citizen-facing services.

  • Co-developed a new corporate plan, linked to outcomes and performance priorities.

Outcomes delivered included:

  • Full operating model redesign supported by business case and blueprint.

  • New CRM and case management platform defined as part of technology upgrade.

  • £2.3 million in projected annual staff savings.

  • Leadership and workforce development aligned to the new model.

  • Corporate plan co-created and embedded with performance measures.

What made it successful

  • Collaborative design: staff and leaders across the council helped shape the business case and blueprint.

  • Structured change management: we completed impact and readiness assessments to support a smooth transition.

  • Service redesign at scale: over 600 customer journeys and processes were reviewed and redesigned.

  • Clear governance: a performance framework was established to align leadership and track delivery across all levels.

Daniel Butler
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