Description

The implementation of a Customer Service Delivery Model (CSDM) project responded to the customer service teams working in isolation from other departments, meaning they didn’t have access to key information to help resolve frontline issues. This project was not introduced specifically to increase collaboration across teams but through its implementation collaboration naturally occurred. The original aims of the CSDM were customer focused, the model looked to: resolve more enquiries the first time, reduce cost to serve, make data driven decisions, provide easy and accessible services that meet the needs of a varied municipality and deliver consistent service experiences.

The project sought to promote a unified, more connected, cross-functional service-oriented approach between the service areas and customer service teams and foster better communication, greater collaboration and information sharing between departments, ensuring that all teams had a clear view of customer issues and could work together to provide faster, more cohesive resolutions.

Who

The project was delivered by the customer service area of the Council and targeted their own area and the service areas of the organisation. Key stakeholders included: Customer Service Teams, Customers, Service Areas, Project Teams, Senior & Executive Leadership Team

How

The Council invested in bringing different service areas and customer service teams together to agree on a unified future state. Through workshops, discussions, and collaborative sessions, teams were able to align on shared goals, processes, and expectations.  A structured change management plan was developed which included these stages: Roles & Responsibilities, Goals and objectives, Stakeholder Matrix, Change Impact Assessment, Engagement Plans, conduit network, Change implementation Planning and Business Readiness Assessment. Executive leaders reinforced the project outcomes, shared frequently and attended the launch celebration.

Outcome

While there are outcomes from a customer service perspective lets focus on the collaboration impacts.

The implementation of the CSDM initiative has had a significant positive impact on communication and collaboration across departments within the organisation.

Key improvements include:

• Improved Cross-Department Communication
• Unified Processes and Common Language
• Enhanced Collaboration on Complex Issues
• Increased Engagement and Trust
• Reduced Duplication and Streamlined Handoffs
• Greater Accountability