Case Study – Taunton Deane and West Somerset Councils
Due to high level of customer contact, these two councils undergo a review which aimed to understand where, how and why customers were contacting the organisation. As expected when gathering customer data, many individuals were contacting the organisation with an unnecessary request. These requests consequently amounted to £460,000 a year. In general, when failure demand is high, it results in waste activity. By analysing customer demand, it can help reduce failure demand. To improve the customer experience the councils modernised their service delivery and now ensure customer self-serve.
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