When South Lanarkshire Council contacted the Improvement Service, the first phase of the service review had already been implemented with associated savings of £800,000. The savings had been realised by a reconfiguration of the face-to-face service provision and closure of cash halls. The aim of the second phase of the review was to provide a more holistic customer approach. Phase two had targeted substantial additional savings through reducing the 40,000 contacts a month to the call centre and by enabling more effective back-office integration by channel shift.
Research of performance measures and staffing structures in Scottish councils
Innovation and best practice across the UK: back-office integration, myaccount and Universal Credit
Customer journey mapping training
Benefits and impact
- Identified an opportunity to reduce waiting times and increase enquires answered at first point of contact and amend housing benefits to make more user friendly through customer journey mapping.
- Implement integrated forms for uplift requests removing high volume enquiries involving ineffective processes.
- Introduction of online integrated council tax forms for Direct Debit, discounts exemptions and change of address for auto uploading to introduce back office updates without manual intervention.