Customer services channel review

The project issues
The Council had recently procured a new CMS, but because service delivery channels were managed separately by different areas, the CMS was not being used to its full potential within service areas. The Council asked Socitm Consulting to facilitate a review of all their services channels, including the website, call centres, IDTV, forms packages and partnership working projects to explore how managing information across channels could improve the efficiency of customer services delivery.

The Socitm Consulting solution
Working with key officers, Socitm Consulting undertook a phased review process of the Council’s service delivery channels. The project scope and approach was discussed with the lead officer and senior business analyst and interviews were carried out with key staff to identify the major web, integration, and wider resource issues. This information was analysed and formed the basis of a facilitated stakeholders’ workshop for 15 officers and representatives of partner organisations, in which all the issues were brought together and discussed. Council officers then produced a major report, making the business case for a programme of service channel integration. Socitm Consulting provided feedback for the final version of the report, to ensure it was as comprehensive as possible.

The benefits to the client
The Council wanted to explore how to manage information across channels to maximise efficiency gains in service delivery. With independent expertise in information management and the integration of service delivery technology, and a good understanding of the Council’s structures and strategy, Socitm Consulting was able to assist Council staff to further enhance its far-reaching strategy that will underpin long term improvements in customer services delivery.

Project identification
Client organisation: Calderdale MBC
Client contact: Ralph McNally, ICT Strategy and Operations Manager, 01422 393403 ralph.mcnally@calderdale.gov.uk 
Lead consultant: stephen.howes@socitmconsulting.co.uk
Project no: 5980