Single Front Door and ERP Support Transformation
Client Context
Cheshire East and Cheshire West and Chester Council commissioned Human Engine to support implementation of recommendations developed through the earlier Transactional Shared Services (TSS) Operating Model Review. The project focused on establishing a new Single Front Door model to improve the management of customer enquiries, increase first-touch resolution and reserve specialist capacity for more complex support activity. Alongside this, the Council was preparing for the insourcing of its ERP support function from Agilysys and required a clearer Governance and Support operating model to support service stability, demand management and performance oversight. The Council sought to develop practical tools, frameworks and service standards to strengthen customer support, improve consistency and provide stronger operational governance ahead of go-live.
Our Approach
Working collaboratively with staff in both councils and the shared service, we:
Implementation-Focused Delivery: Established dedicated workstreams for both the Single Front Door and Governance and Support operating model, with Human Engine developing the core products, frameworks and implementation collateral to support mobilisation.
Stakeholder Engagement and Co-Design: Worked closely with TSS leadership, service managers, operational teams and subject matter experts across Recruitment and Pay, Finance, Payments and Governance and Support to shape requirements and validate outputs.
Customer Access and Triage Design: Developed the future-state customer access model, triage processes, first-touch resolution guidance and supporting workflows to improve enquiry management and customer experience.
Governance and Operating Model Development: Designed the future Governance and Support operating model, including roles and responsibilities, escalation routes, prioritisation approaches, service catalogues and performance frameworks.
Knowledge Management and Service Support Tools: Produced a wide range of operational collateral including knowledge bases, call scripts, onboarding packs, induction materials, AI prompt libraries and customer guidance documentation.
Performance and Continuous Improvement Frameworks: Developed performance measures, SLA frameworks, reporting templates and backlog management tools to support operational oversight, governance and continuous improvement activity
Outputs and Outcomes
Key outputs and outcomes included:
Single Front Door Model: Developed a Single Front Door model and supporting collateral to improve enquiry handling, first-touch resolution and customer access across Transactional Shared Services.
Governance and Support Operating Model: Designed a future-state operating model to support the insourcing of ERP support services from Agilysys and strengthen operational resilience.
Operational Tools and Frameworks: Produced 100+ operational artefacts including process maps, service catalogues, onboarding packs, induction materials, knowledge bases and call scripts.
Knowledge and Support Resources: Developed 45 knowledge bases and 45 call scripts to improve consistency and better support customer-facing teams.
Performance and Governance Frameworks: Created performance measures, SLA frameworks, prioritisation tools and reporting templates to strengthen oversight and accountability.
Customer Experience Improvements: Developed revised FAQs, customer guidance materials and triage processes to simplify access to support services.
Demand Management Frameworks: Introduced prioritisation, backlog management and continuous improvement frameworks to support more effective workload management.
Foundations for Transformation: Established foundations for future service modernisation, including AI-enabled self-service opportunities and improved workflow management.
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.