Delivering a digitised customer experience to the people of London
Redefining the Target Operating Model for three London Borough Councils to drive efficiency and improve citizen services.
About the Project
Three London Borough Councils — Brent, Southwark, and Lewisham — engaged StableLogic to redesign their contact centre Target Operating Model (TOM). Each council faced unique challenges but shared common goals: improving citizen experience, increasing digital adoption, and reducing operational costs.
The Challenge
Each council operated with different legacy systems, processes, and organisational structures. The challenge was to identify common ground across a complex and diverse application estate, while respecting the unique requirements and use cases of each borough.
The Solution
StableLogic delivered a comprehensive TOM redesign covering five key areas: people and organisation, process and workflow, technology and systems, data and reporting, and governance and compliance.
The approach involved detailed discovery across all three councils, stakeholder engagement at every level, and the design of a flexible operating model that could be adapted to each borough’s specific needs while maintaining a common framework.
The Results
- Unified Target Operating Model framework across 3 councils
- 5 TOM areas comprehensively redesigned
- Clear implementation roadmaps for each borough
- Improved citizen service delivery standards
- Foundation for digital-first channel strategy