Process redesign with post-it notes.

Service redesign using the customer journey

Tonbridge & Malling Borough Council (TMBC) are redesigning processes by capturing the customer journey. This is to gain a clear understanding of the end-to-end steps to provide services to residents.

Smarter Digital Services have been running a series of workshops. The staff who deliver the services have been invited to attend the workshops to walk SDS through the existing processes. There is also a keen focus on capturing the customer journey.

SDS will then build a visual representation of each process.

SDS will then work with TMBC to analyse the processes. The aim will be to identify and eliminate waste in the process as well as establishing where digital solutions can be effectively used. This will enable TMBC to deliver services that are tailored to resident’s needs.

Take a look at the SDS approach to service design here.

Find out more about a previous service redesign project by reading our case study here.