Resident Experience Transformation
Client Context
Luton Council recognised that to deliver its 2040 strategic vision, there needed to be a significant transformation of its frontline customer services and internal processes to modernise the resident experience. As the council’s strategic transformation partner, we worked with residents, staff, Members and local groups to develop a new customer access model, underpinned by widespread improvements to technology, training, processes and ways of working.
Our Approach
We undertook a comprehensive diagnostic to identify the strengths and areas for improvement in the existing model. Evidence was drawn from:
User Research: Interviews, focus groups and surveys with residents, community groups and Members
Staff Input: Interviews and workshops with Customer Services and middle-office teams
Maturity Assessment: Collaboratively assessing the council’s current state using our CX Maturity Model
Data Analysis: Building up a holistic picture of demand and cost-to-serve, including the cost of failure demand
Channel Diagnostic: Assessing cost and outcomes across every access channel
Process Mapping: Identifying duplication and unnecessary hand-offs in the customer journey
This diagnostic provided an evidence-based report that supported the development of a new, customer-centric Target Operating Model.
Outputs and Outcomes
Created a single, integrated contact centre resulting in savings in excess of £970k through consolidation of resources, streamlined processes and reducing unnecessary hand-offs. This produced a model that allowed customers to resolve more at the first point of contact, providing a better service to residents at lower cost to the council.
Created a blueprint for a new Housing Hub, delivering savings of £225k while improving the experience of tenants through a single phone number and customer portal for all services – rent and arrears, repairs and other requests.
Deep dives into high volume services like Parking, Licensing and Revenues & Benefits delivered cashable savings, while reducing call waiting times, increasing responsiveness and freeing up officer time to work on more complex cases.
A new Resident Promise, a public commitment by the council to putting residents first and making it as easy as possible to do what they need. This was underpinned by a culture change programme to ensure a customer mindset throughout the organisation and a Digital Inclusion Strategy to ensure no resident is left behind.
About Us
Human Engine is a leading management consultancy with specialisms in strategy, transformation, digital, commercial, procurement and projects.
Founded in 2018, we have partnered with more than 50 local authorities, central government, NHS organisations and national charities to help transform their strategies, operations and cultures.
Our mission is to help individuals and organisations to do the best work of their lives. We do this by blending first-hand, practical experience of the problems we help our clients solve with award-winning consulting expertise and an approach based on trust, collaboration and partnership.