This is an example Guide.
Being a prototype, not all content has been written yet, so we've shown you this one as an example.
Guide How to reduce Time-to-allocate
Time-to-allocate is an important thing to track and reduce for a few reasons:
- There’s less interaction with external systems so it's a fairly well defined problem
- Software can help by recording metrics, learning and suggesting actions
- Central Teams can make an impact as they have more control over this part of the system
Once you can reliable monitor Time-to-Allocate, the first thing to do is set an SLA target.
Ideally, there shouldn’t be more than 48 hours for each handoff, making a total target time of 96 hours (4 working days) between the Citizen submitting the request and it being allocated to an Information Holder who can definitely answer it.
Central Team to Champion Delays
- Too many Champions – not obvious which to pick, so it takes several attempts (all taking time) before it arrives at the correct Champion.
- Central Team don’t have a good enough understanding of information held by each Service Area. Build an information asset register and provide it to Central Team. Keep it updated. Ideally build it in to the software.
- Champions aren’t trained enough to know that sitting on a request causes overall problems. No consequences for doing this. Improve training rollout and consider introducing rewards and incentives for good performance.
Champion to Information Holder Delays
- Not enough Champions – they’re responsible for too broad an area and don’t have enough knowledge of all the information they may have access to. Read ‘how many champions do we need?’
- Information Holders aren’t trained enough to know that sitting on a request causes overall problems. No consequences for doing this. Improve training rollout and consider introducing rewards and incentives for good performance.