customer experience tracking for state government
Case Studies
The Brief
To identify and track opportunities to improve crime reporting and incident management for a large Government agency in NSW.
To identify and track opportunities to improve crime reporting and incident management for a large Government agency in NSW.
The approach
A quantitative approach using both telephone and online fieldwork methodologies.
A total sample of 650 respondents who have recently reported a crime or incident.
To ensure continuity of contact, each respondent is contacted via the same channel that they used when contacting our client to report a crime or incident.
A quantitative approach using both telephone and online fieldwork methodologies.
A total sample of 650 respondents who have recently reported a crime or incident.
To ensure continuity of contact, each respondent is contacted via the same channel that they used when contacting our client to report a crime or incident.
The challenge
The project deals with issues and incidents that are very emotive and hence a high degree of empathy and confidentiality is required when approaching and contacting the respondents.
Information about this research project is communicated to customers via the IVR phone system and via the online reporting portal. This ensures no surprises when the customer is contacted and hence very high response rates are achieved.
The project deals with issues and incidents that are very emotive and hence a high degree of empathy and confidentiality is required when approaching and contacting the respondents.
Information about this research project is communicated to customers via the IVR phone system and via the online reporting portal. This ensures no surprises when the customer is contacted and hence very high response rates are achieved.
The insight
This research tracks the performance of the client's team when managing crime reports and incidents across the telephone and online channels. Soft skills are very important but these need to be supported by full proof processes and technology to ensure effective resolution. All these elements are measured during this project and hence our client can implement improvement initiatives and training to enhance performance.
This research tracks the performance of the client's team when managing crime reports and incidents across the telephone and online channels. Soft skills are very important but these need to be supported by full proof processes and technology to ensure effective resolution. All these elements are measured during this project and hence our client can implement improvement initiatives and training to enhance performance.
The outcome
This research has enabled significant changes to the crime reporting and management processes which in turn means more serious crime is resourced more effectively. The research has also allowed our client to migrate more reporting through the online portal and hence reduce the number of calls and associated costs through the call centres, therefore releasing capacity that is used on other tasks.
This research has enabled significant changes to the crime reporting and management processes which in turn means more serious crime is resourced more effectively. The research has also allowed our client to migrate more reporting through the online portal and hence reduce the number of calls and associated costs through the call centres, therefore releasing capacity that is used on other tasks.
