Delivering a digitised customer experience to the people of London

Background 

STS is a shared technology service that supports local councils in Brent, Lewisham and Southwark, in addition to the Local Government Association and Lewisham Homes Housing Association. StableLogic were brought in to help redefine the Target Operating Model for the 3 councils, with a full review of the technology, processes, and operational support as the existing infrastructure was not set up to deliver against an evolving modern strategy. 

With a move to home working, a significant increase in demand for home working, and extreme pressure on Councils across the country to find more efficient ways of working amidst budget cuts, it was imperative that the Councils found a way to make technology deliver for them.  

The Task

StableLogic were approached in order to drive the following results: 

• A unified approach to technology and procurement across the Councils, where possible 
• Delivery of digital channels and improved service across existing channels 
• Improved visibility of business operations, including both real-time and historic reporting across customer interactions with agents 
• Drive efficiencies where possible to release some of the pressure both financially and operationally 

The Process 

StableLogic delivered an extensive set of workshops, interviews, and discovery sessions with all 3 councils, in a process that extended over the course of several months whilst we ensured we had an accurate understanding of both the existing technology and operations, as well as the desired future operating model.  

With an understanding of the as-is and the desired future state, StableLogic compiled a Target Operating Model (TOM) covering Service Objectives, SLAs, Technology, Processes, and People covering the 3 councils. This TOM focussed on centralising data in order to provide a single view of residents within the confines of each council – prior to this work, there was no single source of truth for resident information.  

This project shifted the Council’s view from a standard approach of CCaaS + additional systems, towards a CRM-focused approach. With the developments that have been made by key CRM players in the market, there was an opportunity to consolidate the delivery of contacts directly into the CRM platform, thereby creating a single source of truth for all data and opening up a host of integration and automation opportunities. 

The Result

This project is ongoing and expected to result in the Councils each having greater control over their individual Contact Centre functionalities, whilst STS continue to deliver the underlying infrastructure. By procuring a central implementation and support partner, the Councils are already seeing a reduced cost of service on developments as the partner is able to take learnings from each Council to apply directly to the others.