The London Borough of Lewisham used client journey mapping tools to reduce crime and the harm caused by repeat offenders, while improving the life chances for this group. This case study forms part of our demand management, Offender management and crime reduction, resource.
Client journey mapping is a method that maps out a timeline of interaction between the client and service providers. Through this process the council and its partners generated evidence about service provision from the perspective of clients and identified opportunities for alternative ways of delivering services, reducing overlaps, duplication and gaps in provision. For example it identified scope to rationalise the number of assessments and the way in which they are carried out, which could result in an estimated saving of 30 per cent.