The Improvement Service sought to explore a typical ‘customer journey,’ in relation to the provision of money advice services, by conducting a customer analysis of the pathways taken and channels used to access money advice. The intention was to identify which steps were most likely to contribute to positive outcomes from the service user’s perspective. This was done by identifying which elements of the process were most likely to promote progression and which acted as barriers.
Arranging individual interviews with a range of service users who had accessed services using a variety of channels proved problematic and, as a result, the report primarily focuses on the customer journey experience in relation to face-to-face services.
The report’s key findings are:
A Social Return on Investment analysis carried out by the Improvement Service, in partnership with NHS Lothian, Dundee City Council and Granton Information Centre, found that every £1 invested in the co-location of advice workers in medical practices would generate around £39 in social and economic benefits. The benefits listed below – among others - were identified, measured and valued by talking directly to the people most affected:
Tel. 01506 283788
The Improvement Service (IS) is the national improvement organisation for local government in Scotland.
Our purpose is to help councils and their partners to improve the health, quality of life and opportunities of all people in Scotland through community leadership, strong local governance and the delivery of high quality, efficient local services.
Through a series of principles, the IS works to promote improvement in local government and among its partners to support them improve outcomes and reduce the outcome gaps within populations and within areas.
The IS delivers a range of products and services that support CPPs to build their capacity to deliver the public service reform agenda.
The IS has a non-partisan role to support all elected members in Scotland.
The Improvement Services produces a series of newsletters on a range of subjects, including myaccount, elected members, tellmescotland as well as the main IS newsletter. Subscribe on this page.