A COUNCIL’S controversial decision to employ consultants has saved it more than £160,000 in its first year.

Fareham Borough Council sparked criticism last year when it agreed to spend £300,000 over a three-year period on a consultancy firm to redesign its service and improve customers’ experience.

This was despite a customer satisfaction survey in 2011 which found that 92 per cent of residents were happy.

But now the council has revealed how the changes implemented so far have saved £168,000 in the first year and that this is expected to continue.

It appointed the Vanguard Consultancy to provide guidance, expertise and support in putting in place the ‘Vanguard method’.

The Vanguard method works by designing services from the customers’ perspective, leading to a change in structure and in the role of support functions like ICT, finance and human resources.

But it can also produce efficiency savings through the new approach.

Vanguard has been implemented by a number of councils and police forces and was estimated to cost the borough council a maximum of £190,000 in 2013, with a further £90,000 this year and £20,000 in 2015.

This led to criticism from the Taxpayers’ Alliance which said taxpayers expected their money to be spent on essential services.

However, a council report said it has saved £168,000 in the first year and is predicting the same for next year.

In the first phase of work completed by December last year, consultants focused on customer enquiries and systems, and tried to reduce wasted time, which led to making £59,000 of yearly savings.

And consultants then looked to improve housing repairs, car parking, planning applications, benefits and recruitment while making them more efficient.