Case Study
Target Operating Model for Birmingham City Council
Campbell Tickell was appointed by Birmingham City Council’s housing department to review their housing operations and to prepare a TOM.
The Brief
Campbell Tickell was appointed by Birmingham City Council’s housing department to review their housing operations and to prepare a Target Operating Model (TOM*) to help the organisation:
- Respond effectively to meet rising levels of demand and complexity of need
- Handle a reduction in the levels of affordable housing
- React to increased levels of deprivation within communities
* TOM is a strategic document which describes a possible future state for an organisation, and the gap between that state and current performance, setting out the journey to move from one to another.
“CT produced an excellent report, which provided a strong and ambitious strategic reference point for us going forward. This included short-term wins, as well as recommendations for long-term and sustainable change to the council.”
Our Approach
We worked sensitively with Brimingham City Council staff to create a baseline assessment by:
01
Walking through key customer journeys and the operational delivery experience of frontline team members;
02
Engaging with more than half of the service team though a digital
CT CultureScan survey, with follow-up sessions to provide in-depth analysis;
03
Understanding the lived experience of tenants and service users, already drawn together by the Birmingham team;
04
Positioning the service within a whole system approach to early intervention and prevention, and locality-based working being implemented across Birmingham.
The Results
Drawing on the Council’s priorities and strategic aims, CT set out a range of short-term service wins, as well as recommendations for bringing about long-term and sustainable change.
People offer: CT outlined a people offer that would enable the service to become an employer of choice, by offering inclusive careers pathways and development opportunities.
Future Roadmap: a detailed phased process from planning to implementation.
Related
Key Contact
If you would like to discuss our work, please get in touch.
Maggie Rafalowicz
Director
