tag:blogger.com,1999:blog-3867547551512887454.post2123835713629818203..comments2023-07-25T11:18:58.991+01:00Comments on Mr Reasonable: Trust, Evidence and Scrutiny all in short supplyMr Reasonablehttp://www.blogger.com/profile/13496421592535949071noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-3867547551512887454.post-37004687480572796762016-02-03T10:15:30.898+00:002016-02-03T10:15:30.898+00:00Have you seen this, Mr Reasonable?
https://www.ba...Have you seen this, Mr Reasonable?<br /><br />https://www.barnet.gov.uk/citizen-home/news/Views-sought-on-future-of-customer-services.html<br /><br />I'm not a Barnet Resident, but admire your blog. My skim reading of the proposal is that there are substantial self-service elements, some relying on a revised website.<br /><br />My guess is that this easy to use website should have been part of the initial outsourcing, but will now be charged for as a 'transformational' piece of work. Interesting, too, that 80% of people use the 'phone for transactions, but the report suggests things like benefits renewal will become self-service. I suspect this can only be web-based which would mean a massive shift in channels is needed from face to face/phone to online. <br /><br />The report doesn't lay out clearly for me <br />+ which transactions are proposed to move to self-service (my guess is all over time)<br />+ of those transactions how are they currently carried out (what proportion face-to-face, letter, phone, online)<br />+ based on the difference between current 'channel' and proposed 'channel' how will they ensure that people are not disenfranchised, and what are the performance indicators for the services (ease of use seems difficult for Capita to grasp)<br />+ where will the money come from for this transformation in services?<br /><br />Best wishes<br />Ben Bhttps://www.blogger.com/profile/00433394366783482296noreply@blogger.com