Client: Department of Environment Transport and Regions
PROJECT: IMPROVING CUSTOMER SERVICES
BUSINESS NEED
DETR had 4,500 staff in central London in four buildings. It had a help desk to manage FM customer service and delivery. It had developed an intranet which it believed could be adapted to reduce its customer service cost whilst enhancing its service. However, it needed to develop a business case and it lacked the expertise and know-how to deliver this.
ROLE
The Director was appointed to develop a business case and procure an appropriate solution. This involved needs analysis of the customer service requirement, and detailed understanding of the existing infrastructure. Current performance measures were analysed and new KPIs were determined for the intranet solution. The cost of service-delivery parameters was also determined.
A business case was developed and a cost effective solution procured. This was supported by a change plan to encourage customers to migrate from help desk to the intranet portal.
OUTPUT
- Better customer service
- Help-desk costs reduced by 90%
- Intranet solution 20% of provisional budget
- Management Consultancies Association
- WORKPLACE STRATEGY
- Newbury Racecourse
- NEW CORPORATE STRATEGY
- British Red Cross
- INSOURCING AND CHANGE MANAGEMENT
- Capital and Regional
- ORGANISATIONAL CHANGE
- Magnet Plc
- CHANNEL MANAGMENT STRATEGY
- Association of Accounting Technicians
- CHANGE MANAGEMENT
- BP
- IST FLEXIBLE WORKING
- Department of Environment Transport and Regions
- IMPROVING CUSTOMER SERVICES
