I am testing hot to create an excerpt
I’m hoping this will be enough
The problem:
For historical reasons most processes and services are managed within the limits of one department. This has caused:
- Poor customer experience
- Discrepancies in checks and controls
- Development of different cultures between departments
- Development of independent system, that now act as a barrier to more joined up working
The solution
The Tell Us Once programme was set up within eGov to define, where appropriate, cross departmental processes as a first step towards the eGov objectives.
The main objective of the project was improve service to the customers (with efficiency improvements a longer term goal)
Challenges faced and tools we used
- There was no previous experience of departments working together. We adapted lean methodology and we set up workshops were all actors in the process took part (sometimes involving over 30 people). We focused the analysis on the customer experience and, as a consequence, all departments/areas came quickly in support of the objectives.
- Keeping all stakeholders engage was a challenge. We defined and agreed communication plans and we use all sort of methods, from newsletters, blogs, reports and meeting.
- Existing technology was a key constraint. We aimed to improve the service to the customer and find acceptable workarounds. In the end we also achieved some efficiency improvements.
Outcomes
- Several new services were put in place with consistent very positive feedback from customers
- Some services expand beyond the SoJ, reaching to GPs, funeral directors and parishes and parish registrars.
- Each new service has a business owner responsible for the cross departmental process
- Through successful delivery and good engagement TUO contributed to promote the eGov brand among the departments
My role
I was first the project manager and then the programme manager. In addition, I coached several SoJ staff members into
I had an active role in engaging internal and external stakeholders,