Transforming the customer experience at Wiltshire County Council
Serco worked in partnership with Wiltshire on a two-year transformation and business process re-engineering programme to improve the customer experience, focusing on Education, Highways, Social Care, Transport, Registration Service, and Complaints and Freedom of Information services.
Front-line service improvement was funded through review, consolidation and re-engineering of a number of back-office functions, including Finance, HR, Procurement and ICT across the Council.
Key deliverables:
- Improved and simplified customer access to Council services
- Reduced unit cost of service delivery
- Improved the sharing and use of information across Wiltshire
Benefits delivered:
- Cashable savings of £2m per year identified.
- Front line efficiency gains 20 social work practitioners across adult and children’s social care.
- Improved SEN management has released £200,000 of non-cashable gains.
- Transformed the internal operations of the Council and moved over one million customer transactions per year to a new customer care unit.
- Wiltshire’s CPA score improved from a ‘Fair’ to ‘Good’. Improved customer satisfaction with services has moved the Council from bottom to top quartile.
Serco’s Business Process Transformation partnership with Wiltshire County Council was the only local government change programme short-listed for the ‘Business Change in Public Sector’ Management Consultancies Association (MCA) Management Awards 2006.