Basildon Borough Council wanted to improve their handling of public enquiries while balancing a funding cut that exceeded £10 million each year. Their aim was to improve efficiency and enhance the customer experience through a drop-in centre that could resolve 80% of all enquiries at first contact.
We worked with the council to ensure the centre had the right technology – including touchscreen self-service units and connected devices for advisors – to improve access to relevant information and yield long-term financial benefits.
Georgina Blakemore, head of customer services at the council, says: “The introduction of technology into the customer experience programme is, in my view, the single biggest contributor to the efficiencies that have been realised.”
By improving customer services, we helped put the Council on track to reduce customer service operating costs by 50%. The council has also reported higher levels of satisfaction, both among customers and the council’s customer services team.
“The key thing about working with PA was the relationship – PA goes the extra mile and it’s more than just a project to them. I was not only impressed by their knowledge and ability, but, more importantly, how they became part of the team.”
Scott Logan, Commissioning Director, People and Place