Service delivery mapping workshops
A facilitated day with the officers who actually take the calls, raise the jobs, and close them — drawing the path a request takes on paper before anyone argues about numbers.
Who it is for
Team leaders in waste, housing, highways, or customer service who need a shared picture of hand-offs before a pattern review or a new script goes live.
What you hold at the end
A wall-sized paper map photographed and redrawn as a single A2 sheet, plus a list of the points where requests wait, bounce, or are recoded.
Scope
One service line, up to twelve participants, one day on your site.
Included
- Facilitation by Miriam Hale
- Materials, photography of the wall map, and a redrawn A2 sheet within ten working days
- A one-page note of disputed steps (where two teams describe the same request differently)
Not included
- Training accreditation
- Software configuration
- Union consultation
Who does the work
Miriam Hale facilitates. Owen Pritchard redraws the wall map.
How the weeks run
- Thirty-minute briefing with the host officer the week before.
- Full day on site: morning on the happy path, afternoon on exceptions and repeats.
- Redraw and return of the A2 sheet.
Time
One working day on site, plus redraw.
Place
Your civic offices or depot meeting room. We travel across England; overnight stays are billed at cost for sites more than three hours from Saltcotes.
What you prepare
Invite people who handle the work, not only those who report on it. Book a room with a long wall.
Limits we will not blur
Workshops are not public meetings and are not minuted as a committee. Members may observe if the host officer agrees in advance.
Fees
£1,650 + VAT per day, plus travel. Two consecutive days for a split service (e.g. repairs and voids) are quoted together.
Next step
Propose two dates and the service line. Use the enquiry form and choose Mapping workshops.