Waverley Borough Council (WBC) is currently reviewing how they respond to customer enquiries and rebuilding processes, putting the customer at the heart.
This means looking at the activities a customer can do for themselves and identifying activities which will require assistance or added value expertise.
The creation of a new corporate customer service centre is being considered as part of this work.
The project team at WBC will be engaging with staff to capture the existing processes with services who currently each resolve their own customer service queries and requests.
Once captured, the team can then start to redesign the customer service delivery processes around meeting customer needs.
What did we do?
SDS recently ran a workshop to ensure that the Waverley project team had a clear understanding of the core principles required to effectively capture business processes and customer journeys.
We shared with the WBC team some handy templates that can be used to:
- Identify key stakeholders
- Develop personas
- Capture ‘as-is’ and ‘to-be’ processes
- Capturing customer needs.
Throughout the workshop we used practical examples so that the WBC team could apply the theory in a practical way ahead of running their own process capture workshops themselves.
David Allum, Head of Business Transformation at Waverley Borough Council, said: “Working with SDS (Dom) has enabled us to establish an in-depth, but pragmatic way, of reviewing how we respond to customer enquiries and how these can be re-imagined to be more focused on the customer and their needs as well as a more efficient process for the Council.
“We have found both the methodology for reviewing customer journeys and the templates to be particularly helpful in this work.”