In the public and private sectors alike, delivering excellence in customer services is a fundamental business driver. Atos Origin has a long history of working in partnership with the public sector to improve the delivery of services via service transformation and innovative change management programmes.
Customer contact strategies
The way that public sector organisations interact with their customers and the general public is changing rapidly. Contact centre and workflow technologies, and the shifting pattern of local partnerships and shared service initiatives are all influencing the way that organisations liaise with their customers.
With extensive experience and expertise in operational design, Atos Origin is ably equipped to facilitate best practice customer contact strategies. We use a range of modelling techniques to assess the viability of delivering customer services through alternative channels. By thoroughly reviewing the options, we enable organisations to redesign their customer contact arrangements to best meet their communications goals and business objectives.
BPR for more effective services
Business process re-engineering (BPR) demands a complete rethink about the way that services are delivered. We work in partnership with our clients to analyse the efficiency of existing processes and understand the impact they have on customers. Working alongside frontline staff, we redesign business processes to bring about improvements, for example, to minimise administration and duplication.
Innovative processes are designed to exploit the benefits of new technology, however, it is often possible to add value to established business systems without the need for major new investment. Sometimes, of course, more radical solutions will be required, for example, the outsourcing of specific functions.
Whatever the scope of the remit, a robust plan for identifying and tracking the benefits of any BPR programme is essential to success. To help our clients stay on top of this issue, we use a proven benefits realisation methodology to ensure that the outcome is more efficient processes that meet customer needs and re-energise staff morale.
Harnessing technology to improve service delivery
Organisations often value a review of their technology infrastructure from a business perspective rather than a purely technical one. This assists future planning by helping them to understand the cultural triggers and barriers to change. Armed with this knowledge, public sector organisations can target new investment in technology at the needs of the business and increase the likelihood of tangible and sustainable benefits.
We assess the capability of organisations to absorb and assimilate new technology, analysing the quality, longevity and adaptability of existing systems and their capacity to meet future business needs. A plan for introducing new investment can therefore be planned accordingly, ensuring buy-in and commitment from key stakeholders.
Mobile working
Opportunities for increasing mobile working can add tremendous value to public sector performance and deliver significant customer benefits in terms of multiple assessment and faster response times. As sponsors of a national programme for developing mobile working in the public sector (Project Nomad), we are well placed to advise our clients on the economic value and viability of adopting mobile technology.