To meet their customer demand as part of its commitment to the "Better City, Better Lives" programme, this high-profile London Council's vision was to enable and empower its customers to transact with its services quickly and easily at any time, and through any channel.
Part of this vision was to be delivered through the transition of Council Contact Centre services to a new Service Provider and in a new operating model that embodies Channel Shift signposting to new online functionality via the Council's new website.
Peter Venn was brought in by the Council to advise on all elements of the Contact Centre Service Provider procurement and subsequent transition of services. He was recruited because of his experience in three key areas:
Understanding how outsource Service Providers operate, Peter was able to contribute to a clear, concise and well-defined Service Specification, guaranteeing that responders could be evaluated effectively and consistently. Additionally, using his commercial expertise around how service providers cost, he was able to recommend a pricing model within the Invitation to Tender that ensured that any contract could be managed effectively, with KPIs that provided early warning against any behaviours that could drive cost up.
However, the essence of the approach Peter took was around people. Understanding that, in a period of great change, it is people, not process nor technology, that will create success or risk failure, we were able to ensure Council contribution and buy-in throughout the programme, by engaging with internal colleagues in the public service departments, Procurement, Legal, Finance and Contracts Management.
Peter's involvement in the project was over several phases:
Invitation to Tender
The Contact Centre is at the heart of the new Council Customer Service operating model which is now delivering:
More recent projects led by, or with significant contribution from Peter Venn, our senior consultant.