CUSTOMER SERVICE OPPORTUNITIES REVIEW FOR LOCAL AUTHORITIES
THE CHALLENGE
Local government’s service portfolio is probably broader and more varied - and on many occasions,
even more critical - than that of any other organisation in the private, public or voluntary sectors.
So, how do you peak customer satisfaction levels, increase the effectiveness of your authority
(and its partner agencies) and at the same time drive out efficiencies and cash savings? Policy,
people, technology and operational processes need to be blended and arranged to optimise end-to-end
customer experience and service delivery.
WHERE IS YOUR
AUTHORITY AT RIGHT NOW
Many councils have already set strategic policy, followed by substantial investment commitment to modernise "the front office": new CRM and telephony systems; refurbished one-stop-shops; state-of-the-art contact centres; and a revitalisation of the culture and organisation with a dose of BPR and staff customer service training are almost always included in the grand plan. Others are measuring the benefits realised against the original business case for customer service transformation. And, there is still a good percentage of councils that are watching and learning from their peers before they step up to the challenge.
Our experience has shown that nearly always, a council’s customer service plan will miss up to two thirds of the potential benefit and savings; that translates to disappointed customers, CPA rating scored down and millions of pounds of avoidable cost.
SEE THE
FULL PICTURE - QUICKLY
It doesn’t matter what stage you are at with transforming customer service, Vangent’s Health Check will draw from its unparalleled credentials in government customer service innovation to identify opportunities, analyse root causes of problems and recommend a concise plan to help you realise improvements - strategically and operationally. Our tailored approach is underpinned by best practice customer service principles and an unwavering focus on your authority’s needs and political and financial pressures. Our local government customer service practitioners will work alongside your team in a structured, tailored and effective way to pragmatically plan how to expedite improvement, from where you are today, by tackling the more perplexing issues you are facing - and making certain you avoid the unforeseen pitfalls! Usually, Health Checks take no more than five working days and the diagnosis, recommendations and transformation plan are presented back to the Council within a fortnight.
CASE STUDY
One council we worked with had a weak CPA, was over-running its budget and getting very low customer satisfaction ratings. We worked with the council to re-engineer its business processes for high-volume service areas; redesigned the onestop-shops operations and centralised customer interaction for all other access channels.
The implementation has delivered millions of pounds of savings and supported unprecedented improvements in MORI’s customer satisfaction survey for two years running. The Council’s CPA rating also moved up two notches.
WELL EVEN
INVEST FIRST
Before you formally engage Vangent, we’ll conduct a free-of-charge preliminary discovery exercise - typically half a day on-site with the council’s executive sponsor. We’ll then produce a pertinent project brief for your approval.
YOUR CALL
If you believe we could help your council, or you just want an informal discussion about local government customer service, we’d be pleased to hear from you:
Email: info.uk@vangent.com
Telephone: 020 7939 3535
ABOUT VANGENT
For 50 years, we’ve been helping government agencies improve how they connect with their customers and constituents by transforming the way they deliver service, benefits and information. We employ over 5,500 people, nearly all of them involved in delivering government service. We are independent of vendors, hardware and software – our guarantee is that our advice is for the benefit of you, and your customers.