Using end to end customer experience

Workshop at UK Civil Service Live 2016
Photos courtesy of Results Washington and Guardian Newspaper

Transcript

1. Inspiring  Confident  Empowering #CivilServiceLive Session title: Using end to end customer experience to improve delivery Location: Queen Elizabeth II Centre, London (12 July) Time: 14:55-15:40 Room: Abbey Room 110 T/S #CivilServiceLive @CivServiceLive
2. Inspiring  Confident  Empowering #CivilServiceLive Rob Barnes Civil Service Future Leaders Scheme @donny_rob #CivilServiceLive @CivServiceLive
3. #CivilServiceLive 1. Explore your journeys through public services 2. Show you what can happen when we align to the citizen 3. And then … back in your day jobs how can you shine that light on your own work? 4 questions to ask yourselves We are going to do 3 things
4. #CivilServiceLive Why this session? We will provide efficient, trusted services designed around user need to deliver improved outcomes for the country.
5. #CivilServiceLive Improved outcomes rely on cust focus …
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7. #CivilServiceLive … and an end to end perspective
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11. #CivilServiceLive What can I do? Talk to your customers and colleagues … Understand your customers • What do they want or need? • Is it easy for them to understand and interact with the process? • What demand to they put on your process and do you want it? Design your process to deliver what they want • What is the true user experience of your end to end process? (Not just the bit you work in) • What activities do you do that adds value to what customers need/want? • How do they use your processes? Gather feedback • Is it easy for them to give you feedback? • How do you use customer feedback to improve locally? • How do you share feedback with colleagues in the wider organisation? Design good measures • What do your existing measures & data tell you about customer behaviour? • What measures do you have that are based on what the customer wants? • Do your measures help you to take action?
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14. #CivilServiceLive  What: What are your insights from asking these questions?  How: How could colleagues benefit from this information? How would you want to receive this feedback?  Who/When: Who is interested in presenting the feedback and when? #startaconversation Autumn session at the National Audit Office to discuss your findings and how we can start a conversation as well as further tools and techniques.
15. #CivilServiceLive Interested? Further reading