bfive

A combination of internal services and multiple 3rd party providers were providing customer contact solutions across various channels. This was predicted to be contributing to increased service running costs and staff inefficiencies as well as many inconsistencies across the services, including customer channel access, multiple confusing entry points and staff being unable to track case activity.

 

Consequently, any available performance analysis was extremely disparate. This was also resulting in a poor customer experience, which was being reflected in satisfaction scores both falling and being inadequate.

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Working in partnership with various service representatives, multiple workshops and interviews were carried out to develop a current state outline map of all services and their customer contact touch points. This included:

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• A full data clean and analysis of the multi-channel contact landscape, by internal and outsourced providers and across directorates and services.

• Analysis of failure demand and waste generated by manual contacts, repeat contacts and call propensity, and avoidable contact.

• Development of scenario modelling tools to analyse the financial and staffing impact of potential contact redesign and reduction/deflection options, by way of different technology implementations and supplier/internal mix of customer contact service provision.

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Business cases were developed and approved, with prototyping and pilot work delivered to support solutions implementation including, IVR, Chatbots, Email Management Systems and Knowledge Base.

 

Alongside this, a commercial evaluation exercise was provided to support new supplier tenders.

 

An evidence-based approach to benefits realisation and tracking was a critical part of the business case development, with more than £20m of savings over five years.