All of our research enables informed decision making in public life. When our research commissions relate to public service delivery, however, our work often goes further than the presentation of ‘findings’. Where appropriate, we work with our clients to develop strategy for the next steps for service improvement.
Workshop and Roundtable Facilitation
Sometimes this is as simple as ensuring that key stakeholders have understood the research findings and agreed the actions that are necessary. We facilitate the next stage of ‘who will do what, when’ to ensure that the research will have tangible results.
Service Improvement Strategy
On other occasions, we use strategic tools that enable our clients to understand what actions can be taken to improve the way a service is delivered: to improve its efficacy, to drive up satisfaction, and to ensure the value chain is enhanced. This may include work with the customer and the service provider. Customer journey research, couple with service mapping, provides organisations with powerful strategic insight. Further front line service transformation is enabled by a range of techniques user by our Centre for Service Improvement, where our clients include DWP, HMRC and the Department of Health.