Business Need

The Children & Families Act contains a much heralded programme of fundamental change to the way that children and young people (CYP) with special educational needs and disabilities (SEND) are assessed and service provision is planned for into the future.

The SEND reforms are a significant set of cultural and systematic changes which are designed to improve outcomes for children and young people with SEND.

Solution Overview

SBTC Services Employed: Business Analysis,  Project Management
Customer Industry:  Local Government, Education
Organization Size: Large (1000+ employees)
Country/Region/City: West Midlands, UK

Key Objectives

  • To implement a new multi-agency integrated service and relevant operations required to support the 0-25 SEND agenda
  • To identify service efficiencies including effective joint commissioning (Value for Money)
  • To develop an assessment model which encompasses all agencies involved with the CYP and family
  • To explore alternative ways of reducing the operating budget
  • To make better use information in internal systems, Service users tell their story once
  • To ensure that transition into adulthood is seamless and starts much earlier around Year 8/9
  • To manage the expectations of parents, carers by providing a clear understanding of all stages in the process


Adjecent diagram illustrates the CYP SEND Operating Model.

The new service will aim to provide a holistic service and the operating model required to support the new ways of working in a multi-agency environment are highlighted below.

The operating model highlights the people, processes and technology necessary for the service to operate effectively.



Key outcomes from the work were:

To make the service as efficient and effective as possible by end of the project.

  • All identified partners are committed to and have a voice in the development of the 0-25 programme
  • The language and terminology used is easily understood by all agencies, parents, young people and families.
  • The end users (i.e. CYP’s with disabilities and special needs) see a difference in the services and support.
  • There is more clarity for YPs and Families in knowing how to access services (transparency in both the processes and outcomes).
  • Milestones and progress tracking are evident in project reporting

Key Partners, Stakeholders and Service Users:

Education Service, HR, Families / Service users, Early Years, Children’s & Adult’s Social Care, Health Service, Commissioning & Public Health, Education Settings, CYP SEND Service, Income and Awards, ICT, Third Sector: Voluntary Community Organisations, Legal

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