The ‘Why’
The parking services at Merton Council faced significant challenges, underperformance against income targets, inaccurate forecasting and large backlogs across the service. Roretti were commissioned to undertake a 12-week discovery of their parking services, collaborating with sector specialist consultants, to understand the challenges and opportunities within the service – looking across people, process, policy and systems.
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What we did
We adopted a range of discovery methodologies to understand the challenges, pain points and opportunities within the service, including:
Key lines of enquiry – To provide focus to the discovery, identifying and agreeing 3 areas to investigate and understand
Staff engagement
> Stakeholder interviews – Building rapport and trust across the leadership layer, the teams and wider stakeholders
> User journey mapping – Working with staff across the services to map out key processes using a process of journey mapping – giving us greater insight into common pain points, workarounds and similarities and differences in applying policies.
> Shadowing – Observing ways of working and behaviours during team meetings, undertaking tasks and interacting with residents.
Resident engagement
Interviews and journey mapping – Coordinating outreach and engagement with residents accessing a range of parking services.
Working alongside a core group of Merton staff, we synthesised and validated findings and explored potential improvements.
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The Outcomes
Strong engagement with staff – Utilising a core staff team to build trust and confidence in the process
Aligned findings – Working closely with sector specialist consultants to align findings and recommendations, to provide a consistent narrative for Merton Council.
Findings and recommendations report – Outlining the methodology and key findings of the discovery
Transformation roadmap – An 18 month proposed transformation plan, categorised across themes and broken into three 6 month phases.
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