Call Sarah Johnston on 07701 049836 or email sarah.johnston@redquadrant.com

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.

Sarah Johnston

Sarah Fogden heads up RedQuadrant’s customer strategy offer. She specialises in customer insight and channel shift, addressing the challenges of frontline delivery and the potential for customer-focused service redesign. Her work as a consultant enables her to do what she likes doing best: solving a diverse range of practical service issues with public sector clients. Her three years with RedQuadrant so far have seen her tackling local government projects spanning library and registration services, large scale customer contact strategies and accommodation reviews.

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.