Cautionary Contact
The London Borough of Southwark, as a major local government organisation serving more than 300,000 residents, has a huge responsibility to safeguard not just those who live and work in the borough, but its staff and contractors working on the frontline of essential services such as housing, children’s and adults’ services, electoral services and environment and leisure. Ensuring the right processes are in place, across so many different departments and teams, is a momentous task for any local authority. Wishing to finetune its processes for doing so, this London local authority enlisted ROI’s project and programme management expertise.

This, combined with the opening of a new council facility housing a number of frontline council services such as its Youth Offending Service and Customer Service Centre, meant Southwark set out to update its policies and procedures on ‘Cautionary Contact’ to better protect everyone involved in the administration and receipt of council services.

The policy needed to encompass the needs of various different departments and teams, in addition to streamlining IT systems, reporting and safeguarding mechanisms, communications and data processing and many other delicate balancing acts. A huge task!

ROI associate Ravi, along with our director Christos, was tasked with defining the scope and effectively delivering the definition stage of this huge programme.


ROI used a commonsense project management approach to help Southwark Council clearly:

  • Set out the scope of the project
  • Identify critical project dates
  • Realise business benefits objectives and critical success factors
  • Navigate the complex comms required between many different team members, department and across organisations

Working closely with key LBS team members, ROI was able to:

  • Identify the five critical and required components of a sound cautionary contact system: Consistency, Immediacy, Compliance, Sharing and Low Tolerance
  • Raise the profile of this much-needed project
  • Highlight critical issues and potential blocks
  • Articulate the need for a health and safety person to draft the policies and procedures
  • Identify the need for executive and political will, i.e. sponsors from within the Chief Officer’s Team (COT) and cabinet (the councillors), for the project to have a good probability of success.

For more information on how we can help your team overcome a project or programme management challenge, get in touch.