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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.