Case studies
Getting business ready for changes to GB import controls
EVALUATING TrADER COMMUNICATIOn AND READINESS
On a Cabinet Office led programme, implementing new import controls on animal and plant products from the EU, I led on evaluating communication, engagement and trader readiness.
I developed the evaluation strategy and approach, identified readiness indicators and set KPIs; allowing insight from traders to be instantaneously and consistently gathered, across multiple touchpoints and channels.
Several months in, my focus is now on data analysis and delivering actionable insight to influence communications and engagement. Alongside that, I am continuously improving the approach to deliver better quality data.
- Designed, built, tested and launched trader readiness survey in 8 languages
- Number of traders engaging monthly with programme grew from to 473 to 1,964
- Web traffic to priority pages increased by 60% in 4 weeks prior to go-live
- Email open rate up from 23 to 42%, click through rate from 10 to 17%
- Trader readiness webinar registrations grew four-fold
- Views of webinars on YouTube up by 50% for second wave of engagement activity
- Month on month increases in trader awareness understanding and confidence driven by insight led engagement
- Weekly and monthly reporting to SLT and other government departments
Empowering colleagues to deliver better customer and business outcomes
AN EMPLOYEE DESIGNED complaints process
At this housing association, accountability for leaseholder complaints was unclear, resolution slow and too many complaints were being escalated beyond Head of Function.
I directed the design of a new complaints process and target operating model, co-created with customer service colleagues, launched a pilot and created transition plans. I was supported by a team of project managers, who partnered with stakeholders to design and implement supporting policies, procedures and organisational design, training and recruitment, employee engagement, internal communications strategy and leaseholder communications.
- Complaints process reduced from three to two stages.
- Pilot launched 3 months ahead of schedule.
- Average resolution time reduced from 40 to 10 days or less for 95% of cases opened during pilot.
- Learnings and insight from complaints captured and used to address issues upstream
- Better customer outcomes
Happy and productive employees during the global pandemic
A REMOTE HIGH PERFORMANCE ENGAGEMENT FUNCTION
Smart DCC is building the communications infrastructure for smart meters; a remit made up of many complex major change programmes, all requiring detailed, technical customer engagement. When I accepted the offer to build the customer engagement team I never expected I would recruit everyone remotely and it would be two years before I met my colleagues in person. Alongside building the team, which is my proudest achievement at DCC and possibly in my career, there are others worth highlighting:
- Regulator-approved customer engagement strategy defined and processes embedded across the business
- Customer engagement delivered for 30 telecomms programmes
- Industry participation in engagement activities increased by between 20 and 50%
- Customer satisfaction with engagement increased by 19%, reducing margin at risk by 30%
- Lead time to evaluate engagement performance reduced from 90 to 30 days
- Automated collection of performance data for regulator controls
- Resourced team to 9 FTE within a year and 12 within 2 years
- In their first year, three of the eight newly hired team members were rated as exceeding expectations
- In 18 months, two team members were promoted