Case Study – Westminster Council
Target Operating Model Development
Westminster Council
Through a customer contact strategy and updated operating model, fragmented customer services were consolidated using data-driven analysis, workshops, and prototypes. This delivered great efficiency, enhanced customer satisfaction, and a projected savings of approximately £20 million over five years.
Problem
Westminster Council were struggling with fragmented customer contact managed by multiple internal services and 3rd party providers. This caused high costs, inefficiencies, inconsistent access, disparate performance data, and falling customer satisfaction.
Our Approach
Workshops and interviews conducted to map service and contact touch points.
Performed data analysis of multi-channel contact landscape and looked at failure demand and waste.
Developed scenario modelling tools for financial and staffing impact.
Explored redesign and technology implementation options.
Team
The skills we provided:
– Strategy consultants
– Data analysts
– Stakeholder engagement facilitators
Timescales
End to end duration of 3months
Workshops and discovery conducted in collaboration with service representatives.
Prototypes and pilots delivered after business case approval.
Outputs
– Business cases for redesign.
– Prototypes and pilots developed (IVR, chatbots, email management systems, knowledge base).
– Commercial evaluation for supplier tenders
– Evidence-based benefits realisation framework
Benefits
The business cases were approved.
Delivered improved efficiency and customer experience.
They now have a clear framework for supplier tenders so they can realise an identified £20m in savings over five years.
