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Bournemouth Borough Council: Case Study - Customer First Detailed Business Case

The development of a detailed business case for the roll-out and implementation of a Customer Centric approach to service delivery. To overcome member and officer concerns about the cost effectiveness of such an approach.

Background

The Customer First Programme had been established by Bournemouth Borough Council (BBC) to change the way that Customer Service was delivered to its Customers. The Programme was at a crossroads; decisions needed to be made about the future direction for Customer Services in Bournemouth BC which would influence the structure, objectives and funding requirements of the Customer First Programme.

An outline business case was developed by Modena Consulting working with the Customer First Programme Team. This outlined options for the future direction of Customer first but identified that a fuller business case was required. This should clarify the vision for Customer Services and defines how Customer First will be rolled-out and where improvements and benefits will be realised. 

Modena Consulting was requested to develop this full business case.

Assignment Objectives

The objective of this assignment is to develop a detailed business case for Customer First, building on the outline business case already delivered.

This should agree a model for Customer Services, identify resources required and devise a Programme scope that Bournemouth Borough Council can deliver.

The assignment will involve the following:

  • Engagement with senior officers and members to further develop and clarify the vision for Customer First and confirm the options to be considered
  • To engage with key officers and partner organisations as appropriate
  • To understand and document the issues, suggestions and concerns of all key stakeholder groups and consider these in the assessment of options
  • Undertake an analysis of certain key service areas to gather quantitative data to identify where benefits may be realised
  • To develop options for future roll-out of Customer First and recommend the most appropriate
  • To document the findings in a detailed Business Case, including a proposed service roll-out plan
  • To assist with the presentation and sign-off of the Business Case with Senior Officers and Members