1 Service design, A Step by Step Journey

Service design methodology
  • That Council Tax demands are very transactional, and in most cases result in ‘Resolution at the point of Transaction’ A very important activity in my book, as it points to effective flow. This might mean I will recommend to the client that we don’t focus so much effort in CT as we’re not going to change much there.
  • We have a big problem with Repairs. The demands are all about the tradesperson not turning up when promised, and it is very difficult to get hold of Repairs. Why? because we have outsourced them and they are located a long distance from where we are. I have done some digging and found that the scheduler with 20 years experience has just left (fed up of contractors changing). She held the key to the vast local knowledge of who is doing what and how. The contractor wants now to use a scheduler who is located miles away in head office. WARNING BELL.
Sample of a page of recording demand

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