Customers in multi-tiered authorities understandably find it difficult to know who to contact for help. For example, 1 in 14 calls to Huntingdonshire DC are for other organisations – introducing delay and frustration for customers and consuming resources (this unnecessary work costs £‘000k p.a)
Our proposal investigates the potential to ‘rebuild the plumbing’. We will:
- Delve into the data and customer journey – understanding the detail behind the stats and generating useful insight for other Councils.
- Learn from others – research what other organisations have done, learn and share.
- Develop new customer journeys – collaboratively building prototypes & pilots, testing against our digital capability and iteratively improving them. We want to build shareable new ways of working, removing the need for customers to jump from one website to another or for call handlers to simply to pass on a telephone number – and move to the next call.
- Explore more widely – our partners (e.g. Police/Town Councils) indicate they face the same issue. We want to test if we can we build a replicable and low cost solution for others to use.
With 27 Counties and 201 Districts this isn’t an isolated problem. We believe the opportunity is significant and opens the door to deliver genuine public sector reform.
John Taylor – Assistant Director, Huntingdonshire District Council
Sue Grace – Director Corporate and Customer Services, Cambridgeshire County Council
- Digital leadership training (for council leaders, service managers or senior executives)
- Introduction to user research
- Introduction to service design
- Introduction to digital business analysis