Our new way of working

Our new way of working

Local government is facing unprecedented challenges and Eastleigh, in common with others, was faced with how to future-proof the organisation, meet our priorities and build upon our ambitions - without reducing the service we provide to our customers.

To achieve this, we embarked on our service redesign programme in 2016 that has brought about a whole-council transformation. Dispensing with traditional departmental structures we have moved the whole organisation towards a case management-based model of delivery that places the customer at the centre of everything we do, introduces new channels of engagement through effective use of IT - and is also delivering significant savings.

The Council now comprises three directorates - Service Delivery, Strategy and Support Services - working in an integrated way to deliver on our objectives:

Strategy Directorate – our vision

“The Strategy area comprises five key teams driving and responding to political ambition. These teams ensure the aspirations of elected councillors and communities (our customers) are realised and that these ambitions are turned into evidence-based planned services, actions and projects that are delivered effectively and efficiently “on the ground.”

“A key role of the Strategy teams is to ensure the things the Council wants to achieve are well planned and that the whole organisation is focused on delivering these outcomes. This includes ensuring resources (finance and people) and effort are directed towards the Council’s priorities and ambitions - and taken away from areas that are less important.

“The work of the Strategy teams is planned and proactive, rather than reactive. The Strategy area focuses on working together to deliver single outcomes. A strong relationship with other parts of the Council is therefore imperative to ensure effective service delivery, as is identifying and forming strong partnerships with other organisations.”

Natalie Wigman, Corporate Director, Strategy

Support Services – our vision

“The Support Services area provides business-like and efficient support and advice to teams across the Council, in order to improve performance and support them in delivering the Council’s ambitions.

“It ensures there is robust planning and management to support the delivery of the Council’s objectives through statutory and compliant legal and financial services, Digital and Design services, HR matters and PA support to the Management Team and the Leader of the Council. It also provides support for the Governance & Democratic Service Team in the management and delivery of committees and meetings, elections and the Mayoralty function. Support Services provides an efficient, professional service to its internal customers and manages cases to support their needs.

“The Support Services area is the support function for internal customers across the Council. It comprises three key functions; specialists, business partners and case management to provide support and advice to teams. As part of our new ways of working some of the processes within Support Services will become self-service activities for all staff and managers through the intranet, enabling our workforce to do more for themselves.

Sarah King, Corporate Director, Support Services

Service Delivery – our vision

“The Service Delivery area is focused on driving change and commercial growth, ensuring that all Council services respond to our new ways of working whilst constantly improving customer service, efficiency and embracing a fresh perspective on how best to support the delivery of the Council’s priorities.  

“The Service Delivery area develops and leads a strong commercial ethos across the Council and has oversight Eastleigh’s vibrant creative industries (including two theatres), award winning country parks, customer services, waste collection services and a multi-million pound property portfolio. “

Andrew Trayer – Corporate Director, Service Delivery