Customer contact health check

A key component of our customer strategy offer is the tailored provision of a short, sharp but useful diagnostic health-check for clients seeking to improve their service to customers while making efficiency savings. The health-check usually consists of three phases which utilises the RedQuadrant seven ways to save and improve as a diagnostic framework. Above all the health-check is always evidence-based, benchmarked and realistic – taking into account your organisation’s service model maturity, use of resources, capacity for change, and stated ambition.

We offer the health-check in stages, which you can commission as individual modules but which work best together as a package.

Gerald Power  07941320776
gerald.power@redquadrant.com

Gerald Power worked with the Ministry of Defence and later specialised in change and benefits realisation with a particular emphasis on the role of technology, skills and behaviour change in effective delivery of outcomes. During his career he has worked across all of the major Central Government departments including DWP, DH, HMRC, DfT, Directgov and CLG. In addition Gerald has worked extensively with Local Government, the third sector and industry in situations ranging from simple procurement to complex collaborative alliances. His most prominent role within Government before leaving to become a consultant was with the Cabinet Office where he provided advice to Ministers and Departments on the economic case for digital services and on delivering cashable savings. This was a logical precursor to his current work which focusses on holistic change that exploits customer insight, digital technology and service design to deliver benefits to service users and efficiencies for service providers.

Stage 1 of the health-check makes an initial assessment of the maturity of the client’s current customer services model using high level client data and generic data to measure it against good practice and peer performance, focussing in particular on the organisation’s use of customer insight, and its use of resources (primarily people, buildings and ICT). Typically we assess capacity for change and ambition through staff and management engagement workshops.

Stage 2 diagnoses at greater depth the maturity, capacity and resources of the organisation across our ‘seven ways to save and improve’. Maturity and capacity is assessed using client data (obtained mainly through a ‘key lines of enquiry-type’ questionnaire based) assessing ‘where are you now?’ ‘What improvements/ efficiencies could you realistically achieve within given timescales (3-5 years?) and resources’ (low, medium and high options – with reference to ambitions stated in Stage 1), with peer benchmarking where possible. These assessments are then aggregated into an outline improvement plan with options.

Stage 3 consists of the aggregation of findings from preceding stages into an outline plan with options leading to the production of a draft customer contact strategy and implementation plan.