Caerphilly County Borough Council

Transforming local government through user centred service design

An image of a child embracing an adult overlapped by the Caerphilly Council logo
  • Caerphilly County Borough Council
  • Comms & Engagement
  • Delivery
  • Service Design


  • A road map for delivery of £65m efficiency savings and service improvement
  • A change narrative agreed by organisation and political leadership
  • Mobilisation of a change approach based on agile ways of working and user centred service design

The challenge

In common with many local authorities, Caerphilly County Borough Council (CCBC) has an ambitious agenda to change and improve the organisation against the backdrop of very challenging financial constraints and increases in the demand for services. The organisation was looking at ways of meeting this challenge through mobilising a team that would work across the whole organisation; focusing on transformation, innovation and modernisation. This was much more than an exercise to generate savings, it was about everything Caerphilly does and how the team work together to deliver better services and outcomes for residents.

Perago was engaged to:

  • Lead a discovery to identify potential savings and service improvement
  • Secure buy in internally and with members
  • Create a change narrative
  • Introduce agile ways of working and user centred service design

What we did

  • Mobilised 5 workstreams in a change discovery to identify opportunities for service improvement and efficiency engaging colleagues from across the council to form multi disciplinary teams
  • Introduced agile ways of working, working in the open through fortnightly sprints and daily stand ups to inject pace and transparency
  • Engaged senior leadership and political leadership through a series of workshops to create a shared change narrative
  • Identified spend control initiatives to generate efficiencies and focus on culture change and improved financial management
  • Created a portfolio office to establish and maintain project and programme management standards, processes and best practices, to make sure change is delivered efficiently to deliver agreed benefits
  • Created a single view of change for the council that could be prioritised and managed against portfolio objectives
  • The leader and cabinet approved plans for a transformation portfolio to deliver identified benefits
  • A roadmap for delivery of £65m efficiency savings
  • A change narrative adopted by officials and politicians
  • Skills transfer to CCBC employees
  • Perago services engaged to support next phase of delivery

We are committed to delivering sustainable services that meet the present and future needs of our communities. We know we must adapt to meet the challenges we face, but this isn’t simply about cutting services; it’s about flexibility and finding different ways to deliver what our communities need, when they need it.

Councillor Sean Morgan
— Leader of the Council



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