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Change & Transformation - Strategic Change Design - Customer Experience
Challenge:
Maintaining 'out of hours' contact handling services whilst reducing costs
Spending cuts in local government, saw big dents in local budgets with average departments seeing funding cuts of circa 11% which was seen in the form of the shutting of public services such as libraries and youth clubs, and slashing of funding to care for the vulnerable.
One of the challenges faced raised by an existing ‘Borough’ client was how to maintain 'out of hours’ services to its residents with such pressure on reducing costs.
This challenge was put into the public domain; to which a winning proposed solution was provided resulting in a collaborative solution.
The Solution:
Delivery of and agile customer-centric service
In collaboration with the client we designed a London wide framework agreement that was targeted at the other 31 Boroughs of London.
The core focus was to develop an agile customer-centric service delivering for the rate payer and all associated stakeholders.
The shared service framework was set out to enable local authorities, to improve customer service through the efficient and cost-effective management of inbound calls and enquiries from members of the public. This spanned the handling of multiple enquiries including social services, social welfare, housing, nuisance behaviour and public safety issues.
Some of the key features the framework offered:
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Includes both out-of-hours and optional 24-hour call handling
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Accessible by all London Boroughs (subsequently this has been extended to organisations in South East England and by the Association of Greater Manchester Authorities)
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Free set up and implementation of standard processes
Some of the framework benefits:
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Proven shared service, delivering enhanced customer service and efficiencies
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Proven to have delivered participating organisations savings of millions of pounds
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Avoidance of an expensive procurement exercise
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Agile service with the option for tailored services that fit specific requirements
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Opportunity to access and supply shared services with participating organisations
What the clients say:
“Joining the service enabled us to save a million pounds over the four years of the first contract, and we are confident that this level of annual saving will continue through the current contract. Overall, we have reduced costs and improved service levels and enjoyed a good, responsive working arrangement”
“We worked with other public-sector organisations to develop the specification for this contract that will deliver the highest standard of service for customers as well as providing value for money.”
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