Citizen access, service and intelligence
We work with public service organisations to ensure that services are effectively & efficiently provided and can be accessed in the most appropriate way to maximise reach and positively affect outcomes. This is supported through effective channel strategy, market / customer intelligence and knowledge management frameworks.
Key developments which are shaping our clients’ delivery agendas include:
Transformational Government – with its focus on customer-centred services, across agencies
Varney Review – with its recommendations of rationalised points of contact with government and developing greater customer insight
Broadening of the service delivery landscape to include third sector and private sector providers
Capability reviews – which are revealing common themes around the need for greater customer focus
Rising expectations from customers – especially for multi-channel access to be as easy and effective and comparable to the best of the private sector.
Our current capabilities support the drive to improve citizen / customer outcomes through the following:
Access and Tailoring of Services
New Service Design & Launch
Reducing the cost to serve
Business Intelligence
Customer Intelligence
Knowledge & Content Management
The benefits realised include:
Improvement efficiency and reduced costs of service
Internal capability building
Correlation between service improvement and outcomes
Ability to make intelligent decisions through the aggregation of data repositories and access to real-time and reliable management information
Development and modernisation of services through the implementation of a Knowledge Management Framework
Everything we do is underpinned by a way-of-working that is focused on pragmatic and hands-on execution by skilled and experienced professionals and achieving sustainable improvement and change through partnership, joint team working and skills transfer
Our clients include CfBT Education Trust, Land Registry, OGC, Planning Inspectorate and other outstanding organisations in UK public services.
Markets
Central Government
Education and children
Health
Local Government
Rail and public transport
Case studies
Defra - reducing the regulatory burden
Transport Direct - creating a ground-breaking e-service
Three Valleys Water plc - customer service and operational effectiveness
LGO - designing a gateway to improve customer services
Home office - creating a new shared service delivery mechanism
Related links
Find out more about our Management consulting services