The Challenge
A provincial social services ministry’s 24/7 contact centre had been centralized from a largely regional model, yet ministry executives were uncertain whether the full vision of scalability, efficiency, quality, responsiveness and cost sustainability benefits had been achieved.
The ministry engaged Deetken to perform an operational review of the program and recommend ways to improve service delivery.
Our Approach
Deetken performed an in-depth baseline analysis to identify the sources of the program’s challenges, including interviewing a range of internal staff and public stakeholders and analyzing operational, service level and staffing data.
We then conducted a comprehensive review of the program’s services, channels, organizational structure, roles and responsibilities, and processes to locate current bottlenecks, gaps, pain points, and other issues, and used this to inform operational redesign ideas. We also conducted a jurisdictional scan of leading practices in Canada, the U.S. and Australia.
We held solutioning workshops to develop potential solutions to remedy the ministry’s challenges, and then evaluated a range of options to develop a recommended operating model and alleviate workforce and workload challenges in a 24/7 context. Part of our analysis included building a simulation tool to understand the service level implications of business processes and staffing options.
Outcome
As a result of our work, the ministry implemented several changes to channels, processes, and staffing model changes to improve service levels, efficiency and operational sustainability. Post-implementation, the ministry reported an approximately 30% improvement in service levels.
12%
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