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A service delivery program with extremely high visibility in the public eye was, for various reasons, not working as well as it should and, given the program was approaching its mid-point (3 year program); improvement opportunities had to be identified quickly.
Assessment Primary Questions
> Where do potential customers go for information?
> Do they find the right information when they get there?
> What pathways do clients follow to get this information and are the pathways well lit?
> How many parties are involved in delivery of the services and are they all on the same page?
In less than six weeks, we conducted a multi-pronged assessment where we examined each of the delivery channels (web, voice, assessment centre and external agencies), consulted with internal subject matter experts (channel specific and program wide) and mapped the information elements – informational as well as transactional – from the perspective of internal users and members of the public looking for information through various channels.
As a result of our analysis, we identified a complex web of hot buttons and pain points across all channels which, when rendered into a matrix form presented clear evidence of significant issues with information access gaps and disconnects within and between channels being the primary issue.
We laid out 22 specific recommendations for improvements; 5 to 7 of which constituted quick wins where with minimal effort, the business could make dramatic and visible improvements to the ways program information was hosted, synchronized, communicated and utilized through the multi-channels.
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