Service Design & Process Mapping at Somerset

Led by Rachael Dixon, Service Design & Change Lead at Somerset Council, this engaging online session provided a practical, real-world look at Somerset Council's Service Redesign journey. This includes:

• Creating a user-driven change culture
• Embedding service design in times of uncertainty
• Using tools like Engage Process to streamline, visualise, and enhance service delivery
• Realising cost savings and efficiencies through collaborative redesign
• Lessons from Somerset Council’s Local Government Reorganisation journey

Whether you’re navigating restructuring, chasing efficiency, or building a transformation roadmap — this session is for you.

Watch the video below to learn how they used process mapping and modelling to enable people-driven change and gain buy-in from their teams. 

Watch the Introduction to Engage Process here

Access the Slidedeck here

View the Somerset Council Target Operating Model here

SDC Process Design Manual here