Live Better Centralised Service Optimisation
Using a Service Review and Process Improvement of the LiveBetter centralised contact point to deliver better community services.
The engagement
The work
Customer Science delivered a review of current operations and followed with specific projects focused on the Customer Support Hub and process review of Transport and ComPacks.
The difference
Results
- Transport - automation improvement of RouteMatch, invoicing, taxis vouchers and referrals
- ComPacks – streamline and automated online ComPacks assessment forms, standard operating procedures and invoicing reducing double handling and speed to turnaround
- Customer Service Hub – improved routing, operating hours, message taking and overflow
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