Babergh and Mid Suffolk District Council

The dynamics of how we deliver our services in a simple, fast and effective way whilst supporting those in the community with complex needs is challenging and changing rapidly. We want to simply the most common tasks such that this frees up staff – enabling them to deal with complex cases.

We want to commission a piece of work to understand our customers’ needs better. Build a business intelligence data model that combines our complaints data with our customer channel data (such as; web, phone, face to face and email traffic routes) to develop and simplify our service delivery. We will be able to interrogate customer journeys and produce live summary dashboards, publish them live and ultimately shift resources between departments dynamically – based on demand.

Develop a semi-automated Complaints workflow system whereby a customer can register, track, and receive updates about their complaint. The system will then help us to ensure the appropriate person responds, and that officers are reminded and that they update their cases electronically – It will also allow us to automatically collect a rich source of data to dynamically improve our customer journey. This in turn can then be linked to service level targets.

Discovery evidence

Service Area	(All)
Sum of Frequency	Column Labels
Row Labels	AchieveForm	Drop-in	Phone	Website	Grand Total
Jan	6,874	905	15,817	236,403	259,999
Feb	3,405	486	12,055	204,694	220,640
Mar	4,690	441	14,707	253,093	272,931
Apr	7,816	765	15,669	212,111	236,361
May	7,636	838	14,625	213,650	236,749
Jun	12,313	1,115	13,136	200,197	226,761
Jul	12,680	899	14,222	205,084	232,885
Grand Total	55,415	5,449	100,231	1,525,232	1,686,327