Project 01 / 08 — Public Sector
Environmental & Regulatory Services Change Programme
Client
North East Lincolnshire Council
Role
Organisation & Service Design
Sector
Regulatory & Enforcement
Year
2025 — Present
Context
A CRM migration from Granicus to Salesforce exposed structural weaknesses across Housing, Environmental and Highways Enforcement.
Legacy processes had been copied across into the new system without redesign — carrying every inherited inefficiency straight into the platform meant to fix them, and creating operational instability across three services at once.
The Core Issues
15+ manual steps per case action
No embedded prioritisation logic
Single points of failure in case assignment
Fragmented Arcus–Salesforce integration
Limited cross-team data visibility
The Redesign
Redesigned the workflow architecture end to end — same case, an entirely different path through the system.
Before
- Resident Report
- Manual Triage
- 15+ Actions List
- Static Case Assignment
- Arcus Data Entry
- Manual Escalation
- Case Delays / Backlogs
After
- Resident Report
- Automated Triage Logic
- Embedded Prioritisation
- Dynamic Case Routing
- Arcus-Aligned Workflow
- Shared Dashboard Visibility
- Reduced Failure Demand
Reduced cognitive load
Capacity-aware routing
Multi-team transparency
Scalable architecture
What I Did
Diagnosed system-wide inefficiencies
- —Audited 55+ enforcement forms and workflows
- —Mapped end-to-end Arcus–Salesforce task flows
- —Identified cognitive overload and routing failures
Redesigned workflow architecture
- —Reduced manual decision points
- —Embedded prioritisation logic into case handling
- —Introduced dynamic case routing to remove single-person dependency
- —Aligned CRM workflows with regulatory backend requirements
Established operating discipline
- —Introduced structured sprint cycles across services
- —Embedded regular review, retros and action tracking
- —Improved cross-service transparency and governance
The Operating Model
A continuous cycle, not a one-off fix — built to run on weekly stand-ups, cross-service sprint reviews, retrospectives and action tracking.
Impact — Phase One
Eliminated structural single points of failure
Reduced officer cognitive load
Improved case visibility across enforcement teams
Standardised regulatory workflow logic across three services
Created a scalable model for wider council adoption
Phase Two — Scaling The Model / In progress
What worked for Housing, Environmental and Highways didn't stay there — it became the template for every other service area.
Once the redesigned workflow architecture proved it could remove single points of failure and cut cognitive load across three services, the brief widened: apply the same diagnose-then-redesign method across the rest of the council — in a defensible order, not a political one.
The enhanced priority matrix ranks every remaining service area against three demand signals that hadn't previously been used together: case and contact volume, service usage, and website redirect-click data — a proxy for real, unmet intent rather than a guess. The output decides which service area gets redesigned next, on a rolling basis as each one closes out.
What I'm Doing Now
Running the rollout, service area by service area
- —Meeting with each service area to break down its workflows from first principles, the same way as Phase One
- —Re-running the priority matrix on a rolling basis as each area closes out
- —Rebuilding rather than retrofitting — every area gets its own diagnosis, not just the Phase One fix copied across
Reworking forms for a seamless experience
- —Added cross-tracking dimensions so we can see exactly where a user drops off mid-form, not just that they did
- —Updated website routing to eliminate duplicate and near-duplicate forms, so users land on the correct one the first time
- —Reduced misdirected submissions and the failure demand they create downstream
This is an ongoing, evidence-led rollout with no fixed end date — each service area is re-diagnosed and rebuilt in turn, using the same operating model proven in Phase One.