Performance Improvement in the Public Sector
Action for Children was facing the perfect storm of increased demand for its life-changing services and reduced funding due to the economic climate. With support from Concentrix, it successfully underwent a radical performance improvement program to secure its future.
Action for Children (AFC) is a leading UK Children’s charity, running over 400 services in communities across the UK. Their purpose is to ensure every child and young person has a safe and happy childhood. The AFC team provides vulnerable children and young people the protection and practical help they urgently need so they have the foundations to thrive, whilst tirelessly campaigning for lasting change for these groups.
AFC’s team was facing the perfect storm. There was increased demand from families in crisis, impacted by the lingering consequences of the pandemic and cost of living increases. Simultaneously, costs were increasing due to inflation, and funding was falling due to economic pressures reducing both local authority budgets, and donor discretionary spend, shrinking donation inflows. With their funding under strain and their services needed more than ever, AFC required change to continue to deliver vital care to young people in the future.
Their immediate objective was to close a £2M gap in their P&L. However, because their funding model with local authorities include direct resource costs, this value could not come from headcount reductions. In other words, they needed to reduce non-staff costs by 25%, without compromising the quality of service they deliver. Concentrix, a long time partner with expertise in optimising operations within complex operating models, was ideally placed to help.
Following meetings with the Executive committee to agree a plan, Concentrix deep-dived into each and every team’s service propositions and associated costs. With clear communication and constant engagement, we challenged colleagues’ thinking, innovated each teams’ propositions and roles constructs, and improved performance across its national sites. There were four main benefit levers:
- Challenged legacy ways of working and leveraged their brand with external providers
- Rolled out best practice processes nationally, significantly improving performance
- Redefined organisational roles across teams where there were overlapping objectives at local, regional, or national levels
- Improved policies and tightened controls around key areas of spend
The savings target was exceeded by 30%, and funds were redirected to vital investments that would ensure they can continue the amazing work they do for children and young people. Additionally, thanks to the consulting expertise provided, staff are more engaged, more empowered, better prepared, and more focused than ever, thinking differently about how they work, and making better decisions for the young people they serve. Funders can now see, with confidence, the relentless improvements they are making, ensuring every pound goes further and every decision is driven by principles.
Perhaps the most powerful transformation, however, has been that Concentrix not only strengthened AFC’s operations but also safeguarded their ability to support those who need them the most. This project has been a win on every level: for families, for the charity’s future, and a win for the people working tirelessly to change lives. This is what truly impactful performance improvement looks like.
View the Concentrix profile in the MCA Members Directory.