A Prominent Local Authority
A local authority asked us to help them determine how best to secure the continuation of essential services in the short-term, and define and plan for the longer-term strategic goals for the future.
One of the UK’s prominent local authorities was preparing to embark upon a strategic consolidation of external digital service suppliers. Seeking an independent view and expert advice, the local authority asked us to help them determine how best to secure the continuation of essential services in the short term, and define and plan for the longer-term strategic goals for the future.
The project entailed a comprehensive review of both the organisation’s plans and the design of the future state operating model and its component parts. We team also assessed the procurement approach, the contracts risks and mitigations. We found that the existing programme was in disarray and if continued, would be on course to fail: plans were inadequate, governance was poor and the business case was notional.
We took a bold move and recommended that the programme was stopped and that existing supplier contracts were extended so current services would continue until a revised and refreshed programme could be established.
That gave us time to review all aspects of the digital programme and introduce a key component – the establishment of an Integrated Contact Centre for all first line contact with the council. Details of existing supplier contracts were assessed to determine their contract termination dates and extension rights, and their obligations relating to the provision of services during any transitional phases.
With existing supplier contracts extended for an interim period, the local authority was able to implement our recommendations for immediate action. This then provided the time and confidence to create a revised and refreshed programme for the future.
“As a result of this work we got a 14% uplift in performance conversations, which equates to 140 + people now having conversations they didn’t have before. Our customers are really going to benefit from this.”
Contact us today to discuss your requirements.
Ember Group is a specialist consulting, analytics and professional services group dedicated to transforming customer engagement and CX strategies and operations for major brands globally. With offices in London and Toronto, we deliver solutions to help organisations realise their customer service vision and increase commercial value from their service operations.
We have a team of specialists across various practices and disciplines, including service operations, digital, outsourcing, technology, commercial and finance, analytics, recruitment & search, training and L&D.
We are ready and available to discuss your requirements further. If you have any questions about our offerings and the services, please contact us.