Implementation/Approach
It is proposed to work with service areas to identify potential channel shift and process improvements using the methodology outlined below. Initial use of the online form assessment will help gain a collective understanding of what information it being sought and help prioritise implementation of service area reviews.
The team’s purpose would be to support service areas reassess their responsiveness to customer contact, eliminate process failure and unnecessary cost through business analysis. This would include:
- Review service delivery across all channels from In-Person to Self-Service.
- Examine the use of the technology deployed to support the service.
- Review processes that interact with internal customers first, to mitigate external risk and embed the operating model principles.
- Review methods of measuring Customer Satisfaction or collecting feedback.