Service review and redesign.
Our offering
The world is changing faster than ever before – digital progress is a big part of that, but customer needs, changing demographics and political change are rapidly shifting the needs of the service delivery context too. Even services that are currently delivering value for money and customer service will need to keep adjusting to stop being left behind – and that’s before factoring in the significant financial challenges facing the sector.
We will provide an external, fresh perspective on your customers, your services and where the opportunities are for simple changes that can deliver both better outcomes and reduced cost. We can help you identify where the real ‘value’ is in your current offer and where any gaps may be – and most importantly, if there is anything you should consider not doing. Service design is so much more than cost reduction – from demand management, to behaviour change, prevention, partnership, commissioning for outcomes, and even basic process improvement – there are so many opportunities to take a fresh look at your current offer and find some simple ways to improve it.
“Thank you SO much for yesterday. The team had a brilliant time and they’ve all reflected today how good it was. I’m really grateful for your help and your excellent facilitation.”
— Antonia Jeans, London Borough of Islington
Our approach
We will help you to:
Take an honest look at your services, focusing on those things you have collectively decided are most important – this will likely include supporting some difficult conversations about services and processes that ‘you’ve always done’ using evidence from customers
Think beyond the basics – not just ‘to outsource or not to outsource’, or simple end to end process improvement of a service that may itself be delivering the wrong outcomes – but considering every angle – customers, priorities, outcomes, processes, delivery models, funding sources, cost and quality trade offs, income generation, assets, risks, resources and most importantly – the values, style and context of your specific organisation – to create something that will work in practice not just in theory.
Engage service managers and front line staff in the design of a new and improved service, maximising the value of the service knowledge and commitment to customer service to create win-win service designs that put the customer first and create efficiency as a convenient by-product.