Situation
One front office, many back offices, and specific knowledge for each.
The department in this case is the front office for a range of the agency’s back offices. Staff need specific knowledge for every back office. How much back-office service can you realistically expect from each employee? And how do you organise that knowledge so the organisation stays both efficient and customer-focused?
Approach
A quick scan, tested against state-of-the-art service concepts.
Effecta carried out a quick scan of this question. Alongside knowledge management, it focused on planning, organisational structure and employee satisfaction. Building on the quick scan, we tested the service against state-of-the-art service concepts, using our Integrated Customer Contact Model, which seeks the balance between customer focus and efficiency.
Result
Concrete recommendations per focus area, for the short and long term.
The agency received organisational advice with concrete recommendations per focus area, for the short and the long term. Preparations to implement this advice have since been made.