Toolkits

Communities of Practice - www.communities.idea.gov.uk
This online platform allows officers from across local government to form virtual communities, sharing documents, ideas and experiences. There are hundreds of communities with thousands of members - something for everyone!

The Business Improvement Package (BIP) has been moved on to the Communities of Practice. It provides local authorities with a vast set of resources to support transformation and service improvement. Case studies, guidance and detailed research are organised around a typical improvement journey to help authorities find the information they need at each stage.

Customer journey mapping - www.cabinetoffice.gov.uk
Customer journey mapping is a simple but powerful technique for identifying ways to improve services for customers. It involves mapping out all the experiences that customers have as they encounter a service, taking into account not only what happens to them, but also the emotional responses to their experiences. Used well, it can reveal opportunities for improvement and innovation in that experience. The Cabinet Office published a short introduction along with more detailed guidance for practitioners.

IDeA Efficiency Exchange 
Currently being developed nationally, the Efficiency Exchange will form a collaborative knowledge-sharing community, allowing users to benchmark their delivery of efficiencies with other authorities, access best practice examples and solve problems collectively.