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Case Study 1 Case Study 2  -  Case Study 3  - 
Case Study 4

Re-design of the planning application process
- Royal Borough of Kensington and Chelsea


The Planning and Borough Development Group had experienced a steady increase in workload with applications up by 10% in
each of two successive years. It was becoming more challenging to meet targets and managers were concerned that there was
evidence of stress symptoms within the workforce, taking its toll.


Indigo Edge worked within their BPR methodology to develop new ways of working that would enable RBKC to deal with increases
in demand. This involved baselining the current situation and then fully implementing a new process which was project managed
under Prince 2 and piloted to test the new ways of working in a controlled environment

Results / Benefits

Formation and training of a dedicated team to manage registration and validation of applications, a critical part of the process which deals with applications in less than 2 days

Elimination of duplication of tasks across the different teams within the service

Better use of technology to automate the process where ever possible

Clear process for dealing with pre-applications which has enabled the Authority to implement a charging system