Category 21 February 2020

Principles when redesigning services for improved customer outcomes

Creating “Design Prinicples” to deliver customer experience

Really good processes are no accident. They take time and hard work. Graham Simmons, Senior Business Consultant, iESE joins Simon Pike, Market Solution Specialist to discuss the key principles when focusing successful customer outcomes. Hear how it’s important to use the minimum number of steps to complete. Making it easy for customers to complete and upload documents in one step makes a real difference.


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Dave Downes, Senior Business Consultant at iESE joins Simon Pike, Market Solution Specialist at Netcall to discuss how to redesign council services with customer outcomes in mind. They discuss whether digital by default is always the right answer, how to make things easy for customers and how to make any change successful.

Simon Pike, Market Solution Specialist at Netcall explains our Citizen Hub Framework and how it can support your digital transformation. This is our toolkit for local government organisations – a framework of screens, processes and rules that councils have asked us for time and time again. Roll out the most common services to the public in just a click – parking permits, blue badges and more. This 17 minute webinar also includes a demo.