Improving service delivery through service redesign and better use of IT in Crawley
All benefits staff at Crawley Borough Council are involved in identifying service problems, and given opportunities to develop solutions. For example, the team discussed call waiting times in the contact centre and agreed staff from the back office should be reallocated to front line services to reduce customer waiting times.
The team actively participates in weekly meetings focused on improving customer service and satisfaction. This informs discussions about best practice and new ways of working. Staff morale and motivation has improved.
Reported benefits for customers include:
- Staff committed to improving performance to local 'end-to-end' performance indicators.
- Improved service to customers - for example, the end-to-end processing time for claims reduced from 40 to 13 days.
- Customer satisfaction has increased (by 10 percentage points).