Identifying opportunities and priorities for service improvement

How do you get to the crux of the problem? The one that – if changed – will completely transform things for your users?

Do

• look at areas in the organisation with the highest spend
• consider areas in the organisation with high levels of dissatisfaction
• review areas in the organisation with high volumes of transactions and administrative processing

Don’t

• look at a system a supplier is selling and buy one
• identify your problems from conferences or marketing emails
• build large programmes based on exploiting technology, this can lead to over-engineering and missing on innovating a better solution.