Improving Business
Processes
Quality Customer Service seminar
13 December 2012
Owen Jacob
Business Consulting
Dept. Public Expenditure & Reform
ORP customer service challenges
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Directly to public
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Indirectly via intermediaries
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Understand public’s service requirements
Use customer research techniques
E.g. offices, agencies, commercial bodies
Difficult to keep sight of public
Need good governance & information flows
Measure public satisfaction
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Track over time & understand trends
Calibrate service in response
We can do better
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Learn from the best…
Public sector best in class
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Revenue
Property Registration Authority
Dept. Foreign Affairs
Private sector
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Competitive pressures ensure survival of
fittest
Focus on customer needs
Measurement
Look & learn
Look at it through customer’s eyes
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Put yourself in their shoes
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Needs fresh pair of eyes
Ask the customer!
Ask front line staff
Conduct analysis
Map the interaction
Make customer interaction as quick & easy as
possible
Think outside the box
Use ICT imaginatively
Processes must support service
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Start with perfection & work back…
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What service best meets the customer’s
needs?
How can we deliver it?
Learn from best practice elsewhere
Re-design processes
Simplify
Use ICT
Automate
Massive trend to online services
Online successes
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ICT is hugely powerful enabler
… but under-used in public sector
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Public sector
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Revenue Online Service (Revenue)
Motor tax (Dept. Environment)
Private sector
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Tickets, Amazon
Google, Facebook
You Tube, eBay
LinkedIn, etc
Don’t prevaricate
Business Consulting
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Who we are
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Part of D/PER Reform & Delivery Office
New team
Independent, honest, experienced,
professional
What we do
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Business process improvement
Capacity review
Analyse issues & recommend solutions
… but implementation by management
BPI Network & BPI Conference
Can we help?
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Provide service to departments & offices
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Projects this year in D/PER, D/Health,
D/Foreign Affairs, Oireachtas, D/Finance,
D/Taoiseach
Free service
Project selection gate process
Contact
Owen Jacob
owen.jacob@per.gov.ie