Ensure your services are working at their very best — for you and for your residents.
We have over a decade’s worth of experience in designing workflows and online services that prioritise the user’s needs – whether that user is a citizen or a member of your staff.
Our knowledgebase lies primarily in finding efficiencies in transaction-based services, like smoothing citizen-to-council interactions, facilitating channel shift, reducing unneeded contact and automating repeat tasks.
We examine users’ journeys and remove irritants large and small. The resulting recommendations will propose how to create a service that is a joy to use: for you, for your staff and for your residents.
Wondering whether the service you have in mind is suitable for the service discovery programme? The answer is almost certainly yes. If it’s online (or you would like it to be) and it involves a series of steps, whether internally or public-facing, we can help you make it the best it can be.
Once you’ve decided to employ our services we’ll work with your teams to run a combination of discovery exercises and find out:
Our discovery programmes can be conducted on-site, or remotely with the assistance of industry-standard collaborative software. In attendance with our service design team can be council officers, citizens, senior and middle management, elected representatives or a combination.
We use the product of the workshop exercises to inform our recommendations and findings.
At the conclusion of the discovery programme, we will deliver to you:
These recommendations and findings are yours to take away and use how you wish: create the service in-house, employ a third party to build it, or take advantage of our development services. The recommendations are technology agnostic and delivered in clear, concise, transferable format, ready for action.