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Improving Business Processes
Quality Customer Service seminar
13 December 2012
Owen JacobBusiness Consulting Dept. Public Expenditure & Reform
ORP customer service challenges
Directly to public Understand public’s service requirements Use customer research techniques
Indirectly via intermediaries E.g. offices, agencies, commercial bodies Difficult to keep sight of public Need good governance & information flows
Measure public satisfaction Track over time & understand trends Calibrate service in response
We can do better
Learn from the best… Public sector best in class
Revenue Property Registration Authority Dept. Foreign Affairs
Private sector Competitive pressures ensure survival of
fittest Focus on customer needs Measurement Look & learn
Look at it through customer’s eyes
Put yourself in their shoes Needs fresh pair of eyes Ask the customer! Ask front line staff Conduct analysis Map the interaction Make customer interaction as quick & easy as
possible Think outside the box Use ICT imaginatively
Processes must support service
Start with perfection & work back… What service best meets the customer’s
needs? How can we deliver it? Learn from best practice elsewhere Re-design processes Simplify Use ICT Automate Massive trend to online services
Online successes
ICT is hugely powerful enabler… but under-used in public sector
Public sector Revenue Online Service (Revenue) Motor tax (Dept. Environment)
Private sector Tickets, Amazon Google, Facebook You Tube, eBay LinkedIn, etc
Don’t prevaricate
Business Consulting
Who we are Part of D/PER Reform & Delivery Office New team Independent, honest, experienced,
professional What we do
Business process improvement Capacity review Analyse issues & recommend solutions … but implementation by management BPI Network & BPI Conference
Can we help?
Provide service to departments & offices Projects this year in D/PER, D/Health,
D/Foreign Affairs, Oireachtas, D/Finance, D/Taoiseach
Free service Project selection gate process Contact
Owen Jacob [email protected]
