Project Components
The project aims to eliminate the need for beneficiaries to visit branches of the Ministry by raising the maturity of experience measurement and compliance. It involves designing improvement waves, mapping customer journeys, measuring experiences, analysing challenges, and developing improvement initiatives and interactive dashboards.
A. The Challenge
Beneficiaries often needed to visit Ministry branches due to fragmented services and limited feedback mechanisms. There was a need to understand and improve their experiences, develop continuous improvement processes, and ensure compliance with measurement protocols.
B. Our Solution
We designed periodic improvement waves for services, mapped customer journeys, defined operating procedures, measured experiences, analysed challenges and aspirations, and developed improvement initiatives and roadmaps. We supervised implementation through priority setting and interactive performance dashboards.
C. Key Achievements
The project established a system for continuous improvement of beneficiary experiences, reduced branch visits through service redesign, delivered clear performance indicators and dashboards, and strengthened compliance with measurement and improvement processes.
Project Particulars
Client:
Ministry of Human Resources and Social Development
Start Date:
2023
End Date:
2024
Service Area:
Customer Experience
Client Sector:
Government
Duration:
Twelve months
Client URL:
Status:
Completed