Reducing waste - avoidable
contact - as part of a business improvement programme is
just as vital as improving the customer's experience. In
order to put in place effective changes requires organisations to
consider the staff's view, as well as the customer's.
GovMetric:Avoidable Contact provides a good
platform for a consistent approach to measuring potential
efficiencies across the organisation.
This product brings together both the customer's and staff's
views of whether an interaction was avoidable. It helps you
prioritise which areas to address to have maximum impact on the
customer's experience in a cost-effective delivery model.
Seamlessly integrating with the GovMetric service, it helps
identify the services, by channel, with the highest amounts of
wastage and the ability to link that with demand and
satisfaction.
Plan - Do - Check - Act
Reviewing the information captured in GovMetric, will help
inform your strategies for reducing waste and avoidable contact,
improve business processes, improve the customer's experience and
easily continue to monitor the impact this has:
- Are we still experiencing the same levels of waste
contact?
- Have our customers noticed that it's changed?
- What are they and staff saying about it?
Benefits
By using GovMetric:Avoidable Contact you will
be able to:
- Improve staff morale by actively engaging them
in understanding where waste contact occurs, coming up with ideas
for service redesign and seeing the improvements!
- Identify which services customers value and
which are seen as being unnecessary
- Compare how customer & staff perspectives
differ - and where they are aligned
- Identify possible areas for channel
migration
- Reduce operational costs post service
redesign
- Continually monitor performance and waste
