Any organisation focussed on service will be acutely aware of meeting their customers’ needs. However, in public service there is also the challenge of meeting the requirements of the procurement/governance body.
JOURNEY’s approach to service delivery applies the concept of thinking ‘customer’ first both to end users/consumers of the service and to the bodies commissioning each service. At the heart of the approach, Insight ensures that any project has a clear understanding of what successful outcomes look like for each party, enabling the project team to focus on the areas creating greatest benefit – we call this Touchpoint Mapping™.
Consequently resources can be prioritised to ensure maximum delivery efficiency alongside increased consumer/procurer satisfaction. Indeed, the future development of the whole business strategy can be shaped in this way!
The key tools utilised in Service Delivery projects include:
