Using customer centric service design to improve public sector services

customer centric service
© Tyler Olson |

“Let’s build solutions that enable a vision for future generations and to show the world how great the UK is in providing outstanding customer service”, says Simon Seymour-Perry, Country Managing Partner at Netcompany

Across the Government, and a wide range of industries, there is still a significant problem to solve, enabling the UK to transact based on the ever-increasing demands from current and future generations. I.e. find what I need in 8 seconds – order confirmed payment made – delivery tomorrow and if there are any problems, deal with them at lightning speed.

Out with the legacy mainframe systems

Don’t we all want to feel like we’re an organisations’ only customer, being dealt with via the most desirable and efficient method? I have personally witnessed some of the worst customer service from a wide range of large and medium household organisations, who for too long have had their hands tied behind their backs by outdated legacy mainframe systems that have proven they simply can’t support the secure connectivity required for the future of dispersed workforces.

It’s time for a revolution, the advancement in customer-focused service design, rapid application development and strong and focused delivery methodologies have created the opportunity to create a ‘best of need’ solution. To enable our economy and give our customers a brighter future we need to stop wasting time, money and energy trying to shoe-horn large square-shaped legacy platforms into circle solution spaces.

A recent prediction by Gartner has stated that by 2025, customers will be the first humans to touch more than 20% of the products and produce in the world. Can you imagine this will be possible while still clinging on to the everlasting hope that current systems can be adapted to meet this type of need?!

Prototyping the art of the possible

Obviously, radical change requires radical ideas. Boards must be convinced how to enable these future visions and the only way to start is to focus on prototyping the art of the possible. To show quickly an understanding of the operational side of the business, to put the customer first and design Minimum Viable Products that bring all stakeholders on the journey. Ideally of course these would also be based on components and code that do the simple stuff leaving more time to focus on the differentiation an organisation desires.

This type of thinking doesn’t come from traditional ways of working, it requires strong facilitation to challenge the impossible to design the dream state and then rapidly drive the delivery across small and focused teams who quickly integrate, adapt and collaborate.

Designing around data – not on top of it

There are also sustainability considerations. Just about the only positive consequence of the pandemic, is the benefit it’s brought to the environment. But as we emerge, we must focus on the way we do business to reduce the impact on the planet. Only accurate data, managed well and made accessible, will allow organisations to make the right decisions and achieve their sustainability objectives and this will only happen if the systems in place are designed around data. Not on top of it.

Let the legacy be a memory, let the future be the destination. Let’s build solutions that enable a vision for future generations and to show the world how great the UK is in providing outstanding customer service and enabling our workforce with the tools they need for future ways of working.


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