Your front-line customer service people are arguably your most important CX asset. They are your direct link to your customers, and often have some of the most innovative ideas for CX improvement.
But how do you actually tap into those ideas?
Service NSW uses the “circle of service” methodology to capture ideas coming from its front-line teams. Watch this 3 minute video below from CX Tech Fest 2016 to see how implementing one idea fed back from a front line customer service team saved them the equivalent of 5 full time employees.
Download the full presentation here to discover how Service NSW has pulled off one of the most impressive government transformations out there. Consolidating 400+ government shopfronts, 100+ government call centres, 8000+ information lines and contact numbers, 900+ government websites into one web site, one phone number and a retail network supporting all services.
Also touching on some of the ways that we look at continuous improvement. Has anyone heard of the Kaizen model? Toyota use it a lot, Service NSW has also adopted that model and it’s called circle of service, and it’s a way that we get the innovation and ideas coming from the frontline teams who are closest to the issues that are affecting them. I’m just going to share one little story with you around a Kaizen idea that was very basic, very simple and implemented quickly but the net result was quite extraordinary.
You all use e-Tags in Victoria? This e-Tag has a little bracket, and those brackets can become quite troublesome when you put them on European cars. Growing numbers of European cars across the state, increasing and increasing at a very rapid pace. Well, I could tell you that those European vehicles and those brackets being mounted in the wrong way were driving volume into our contact centre and a lot of pain around disputes for e-Tolls across our service centre network. So, our team had an idea that we should work with our partners in the e-Toll area, to start to create happy videos around “Congratulations, you bought a new car! It’s pretty special, it’s a European one. But hey, this is how you’ve got to bracket your e-Tag.”
Now, that little idea created a huge amount of fun for the staff involved in putting that video together. But secondly, the amount of clicks that we had through on that video and the calls that it prevented coming into the contact centre and the unnecessary customer visits, but more importantly the flow-on effects for refunds when the toll was not working was quite extraordinary.
Then that kicked off another channel of when you needed to get replacement brackets. Previously to get a replacement bracket you had to phone into the contact centre, give your details, request it and it gets posted through; now there a big bucket of brackets that sits at concierge, you walk in, I can give you one when you walk in the door, or we can just click a form and it gets posted through online straight to the customer. Very simple changes, but when on the top of our priority list from a head office perspective, because the pain point wasn’t identified as strong as it was, but the result was quite compelling. It’s the equivalent capacity release of about 5 FTE, that one solution.
About the Speaker
Jody Grima is Executive Director Service Delivery at Service NSW and has been deeply involved in the development of Service NSW from the initial business case to the present. She is leading the transformation of NSW Government transactional services into an agile omni-channel network delivering responsive customer services.
Jody was a top rated presenter at CX Tech Fest 2016.