Customer Transformation Review

Case Study – Babergh and Mid Suffolk Councils

In 2019, the Councils kicked-off their Customer Transformation Programme (CTP), to create an organisation-wide culture of customer focus using digital as an enabler to empower customers and improve experiences. In early 2020, B&MS asked iESE to undertake an independent review of the CTP and a diagnostic of the current customer experience. The project has provided the Councils with the independent view they needed to assure them that they are on the right transformation journey but also with recommendations on how they can be even more focussed and deliver wider benefits through their Customer Transformation Programme.

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Define Transformation Agenda

Care provider gains clarity over support needs and consistency of approach for placement prices creating an evidence-based negotiation process.

Care Provider Cost Clarity

Care provider gains clarity over support needs and consistency of approach for placement prices creating an evidence-based negotiation process.

Children’s Module Reaps Riches

CareCubed Children’s saved council £307k in the first four months of implementation across only eight cases showcasing staggering return on investment.

Customer Transformation Review

Evidence-based assessment identifies 70% of activities lacking direct customer value allowing council to redesign to reduce waste and improve customer experience

CareCubed Charter

New CareCubed charter for commissioners and providers to act as a protocol for users and sets the expected behaviour for both parties.

Improve Customer Satisfaction

Behaviour-led approach which encourages active listening shown to improve customer satisfaction and staff morale with on-hold time reduced by 21%

Efficiency From Customer Focus

Drive whole organisation efficiency and achieve significant savings by assessing customer focus and understanding customer demand

Savings On Placement Prices

Evidence-based online tool brings savings on placement prices by giving greater visibility and control over the cost of care

Local Government Innovation Club

Local government innovation club; a network of forward-thinking professionals working on the next generation of sector led improvement and transformation

Improve Customer Experience

Evidence-based review analyses 150 external customer demands to improve customer experience and reduce failure demand within one week

Research-Led Transformation Framework

Bring certainty to your transformation using a research-led transformation framework allowing your council, residents and local area to thrive

Deliver More Consistency

Customer-focus review helped to understand customer demand and improve customer experience, identifying 89% of customer contact as waste activity

Digital In Local Government

The use of digital and technology in local government; closing the gap on digital transformation and guiding the right behaviours

Consistency Sourcing Care Placements

Savings of £605kpa and consistency of approach to sourcing individual care placements using CareCubed bringing creditability with providers

Framework For Council Transformation

Research-led transformation framework with roadmap for council reform to drive effective change using data from 90% of councils across UK

Planning Service Review

Planning service review using evidence-based methodology identifies failure demand and key areas for improvement to become best-in-class service

AppGuard Cyber Defence

Prevent cyber-attacks and improve your cyber defence with AppGuard; a new proven technology built on a Zero-Trust Framework.

Meet Local Residents Needs

Within 3 months 1600 tasks were created to meet local residents needs including graffiti, fly-tipping and dog fouling

Cost of Cyber Security

With detect and react strategies failing, we need to identify the true cost of cyber security and mitigate cyber-attack risks more effectively.

Planning Applications Profit

From £1.5m in planning applications costs to £450k profit by transforming the iESE way empowering the council to continue improving

Understand Direction of Transformation

Innovation Mandate helps both officers and members understand direction of transformation and agree on direction of focus for change.

Understand Customer Demand

Customer-focus review helped to understand customer demand and improve customer experience, identifying 89% of customer contact as waste activity

Greater Control of Care Costs

CareCubed brings greater control of care costs with savings of £7k a month for adults with learning disabilities whilst also improving the quality of care.

Deliver Benefits For Residents

Customer-centric transformation model in organisational review set to deliver benefits to residents and businesses and create a potential saving of £1.4m

Significant Financial Savings

CareCubed brings significant financial savings and cost avoidance totalling to £510k, and has opened dialogue on rates with providers.

Behavioural Framework For Change

Merge of council ICT services saves £5million per annum, using behavioural framework for culture change in transformation programme

Customer Self-Serve

Councils modernise service delivery to overcome £460kpa of failure demand by understanding customer demand which has helped to ensure customer self-serve

Reduce Failure Demand

High-level business review leads to organisational restructure, which created £250k savings and helped to reduce call-centre failure demand from 34% to 14%

Standardise ICT Services

Merging of tri-council services to standardise ICT services and improve service delivery brings in £250k of savings in year one

Culture Change Success

Behaviour-led approach with more than 400 staff behavioural assessments brings culture change success during organisation restructure