Demand Management
Those of us transforming local public services have a common aspiration; a need to understand what drives demand for public services. We want to give the best to our local residents by not only creating the ingredients for thriving communities, but also reducing demand and costs for public services.
Therefore, in order to drive whole organisation efficiency and achieve significant savings, it’s evident that you should be assessing your customer focus and understanding customer demand.
Taking Demand A Step Further – A Community-Enabled Approach
We know that a design-thinking approach is a great way to produce the optimal customer experience. But recent debate has questioned the ability to challenge how we work and what we do without a true understanding of the drivers for service demand.
Supporting thriving communities that meet their own needs is better than optimising demand and creating a better customer experience. We seek to understand the user, challenge assumptions and redefine problems in an effort to identify alternative strategies and solutions that may not have been immediately apparent.
This community-centric approach and the critical success factors have always come out strongly in our research. As a result, they are the foundation for our transformation model, particularly when it comes to demand management.
Case Studies on Demand Management
Understand Customer Demand
Sevenoaks Council
Customer-focus review helped to understand customer demand and improve customer experience, identifying 89% of customer contact as waste activity.
Meet Local Residents Needs
Folkestone and Hythe District Council
Within 3 months 1600 tasks were created to meet local residents needs including graffiti, fly-tipping and dog fouling.
Improve Customer Experience
Winchester City Council
Evidence-based review analyses 150 external customer demands to improve customer experience and reduce failure demand within one week.
Deliver Benefits to Residents
Broxbourne Borough Council
Customer-centric transformation model in organisational review set to deliver benefits to residents and businesses and create a potential saving of £1.4m.
Customer Self-Serve
Taunton Deane and West Somerset Councils
Councils modernise service delivery to overcome £460kpa of failure demand by understanding customer demand which has helped to ensure customer self-serve.
IESE’s solutions to overcome your demand management challenges
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Understanding customer demand and assessing customer focus is key to driving whole organisation efficiency using a community-enabling approach.
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Identifying capacity using behaviour-led approach to public service transformation and ensuring successful culture change through behaviour assessments.
