Optimising use of service delivery channels: Department of
Transport, UK
The department’s Logistics and Maritime Directorate wanted to
improved its efficiency in handling public queries; embed a
culture of continuous improvement in customer service across all
divisions; and deliver cost savings.
The CS Transform team reviewed the ways in which each division
provided a service to its customers: looking in particular, at
where information is provided directly to the public, either
answering one-off queries, for instance by e-mail or phone, or
providing longer term information, for instance via the web.
The review also surveyed a sample of customers from each
Division to provide an assessment of customer satisfaction with
the service received.
Our recommendations – for a rationalised channel management
strategy focused round a web-centric approach – were accepted
and acted on by management.
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