When staff started analysing the nature of demand, they learned that much of it was ‘failure demand’. But because the official specifications make no distinction between ‘value’ and ‘failure’demand, managers and inspectors do not ‘see’ this major cause of waste. Removing failure demand is almost always the most significant lever for increasing capacity in a system. Of the calls coming in to the five councils, around half was failure demand, and for one that had a call centre