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Bournemouth Borough Council: Customer First - Implementation Support

Hands on support for implementation of a Customer Centric approach to service delivery. Covering programme management, BPI and system design.

Background

Bournemouth Borough Council (BBC) was seeking to improve Customer Service to its citizens through the implementation of a complex change programme known as Customer First. Improvements revolved around the introduction of a CRM system and changes to the operation of the central Customer Service Unit. The project also contributed significantly to the achievement of certain key e-government priority outcomes.

Modena Consulting were asked by BBC to assist in the delivery of key phases of the Programme.

Objectives

The objective of this assignment was to support the implementation phase of the Customer Programme as follows:

  • Project planning, scoping and resource allocation;
  • Business process analysis approach, in particular the merging of technical delivery with changes to business processes;
  •  Business process redesign  - in particular the design of the front office/back office split and the establishment of SLA’s;
  • Good practice in CRM design to enable future exploitation of the delivered software;
  • Programme communication to other stakeholders;
  • HR and staffing issues consequential to implementing Customer Services;
  • Technical implementation and design issues;
  • Business process analysis and re-design;
  • Technical design and QA of delivered software;
  • Assisting the Programme Leader with day to day project management activities, to include review of progress, project reporting and re-planning as necessary.