Reviewing customer contact

the challenge

Getting to know the Council’s people and customers, evaluating its choices and supporting a business case for change.

the results

• Council approved the implementation of an outsourced contact centre as the solution to improve access to services and customer satisfaction in the most cost effective way
• First phase went live April 2007

implementation

• Assess process and attitudinal readiness
• Highlight any potential areas for process improvement, re-engineering
• Assess the impact of the best solution across all Council customer types
• Assess any quick wins and levers for making partnerships easier
• Evaluate what options are available for improving recognition and visibility of the specific Council identity

differentiator

• A real life partnership has been created based on high trust.  While retaining a focus on delivering the Council objectives within budget and timescales, business drivers and the customer viewpoint were highlighted throughout
• The five business deliverables agreed that have been used as the focus for the full review are customer, cost saving, service take up, people and Government initiatives