Delivering improvements in Service Performance

Castle Morpeth BC
"By regularly tracking performance results using the Covalent Snapshots, the range of improvement measures taken have seen a dramatic turnaround on the two principal Performance Indicators in the Revenues department. Morpeth was for some time a bottom quartile performer on 'Speed of Processing New Benefits Claims', taking on average 100 plus days to process such applications. Since focusing on the Covalent Revenues Dashboard the service has dramatically cut the time to process new claims to under 20 days, making it one of best performers in the country."

Havebury Housing
"The analysis of performance results in Covalent has driven service improvements in housing repairs, where drill-down analysis uncovered differences in the work processes between high and low performing repairs teams. These findings have been used to transfer best practice within the organisation and led to improvements on a number of repairs KPIs. Covalent has also been very useful for the production of the annual Regulatory Statistical Return (RSR), saving at least two weeks of the time normally required for this task."

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City of Orlando
"The Fire Rescue Department is proactively using Covalent to improve key operational performance measures. Analysis of data in Covalent revealed wide differences in fire engine turnout time (the PI % of units en route within 1 minute) across its 17 fire station locations but with the majority of stations at red (i.e. longer than the targeted 1 minute). This led management to break out the process of getting a fire engine en route into its sub-processes and setting up measures for each individual process, as well as examining how the higher performers were achieving target. As of last count only 6 stations were still at red with further improvements expected in the short-term. Covalent had driven performance improvements in other areas including monitoring fire apparatus and fire engine reliability, in-service time and various aspects of downtime on a weekly, sometimes, daily basis."

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North Devon District Council
"The Recycling & Commercial Services department adopted Covalent to manage their Improvement Plan online and replace the previous 'five lever arch folders' system. Covalent has been vital in controlling a range of complex Improvement Plan tasks which have been assigned to a number of individuals and the system ensures continued success in all areas. Covalent has become vital in tracking our performance indicators and monitoring the many tasks which have been undertaken in establishing our new Unit both from management and operational perspectives."