Thank you for considering an interview. Here’s a quick overview of the project and why your perspective matters.
Why we’re doing this
Customers see one Council. But behind a single request there are often several teams, systems and hand-offs, and together they shape what the experience is like.
Those connections can be hard to see from inside any one team. This project takes a close look at two customer journeys to build a clear, shared picture of how they work today.
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Understand
How customers experience each journey, from first contact through to the outcome.
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Identify
Practical ways to reduce customer effort and make services simpler to deliver.
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Inform
Council’s service improvement priorities, online self-service planning and the business case for a future customer relationship management (CRM) system.
What is customer journey mapping?
A journey map follows a service from start to finish, through the customer’s eyes. It captures each step, from finding out what to do, to applying, waiting and getting an outcome.
At each step, we look at three layers: the customer, the service they deal with, and the system behind it.
- Customer
- What people are trying to do, what they need and how it feels.
- Service
- The channels, people and hand-offs they deal with.
- System
- The processes, policies, technology and information behind the scenes.
Pain point Where things get confusing, slow or frustrating.
Moment of truth A point that shapes how the whole experience feels.
Illustration only. Each journey has its own steps.
Why we’d like to talk with you
You have practical knowledge of one of the journeys we’re mapping. You know what customers ask, where they tend to get stuck, and what it takes behind the scenes to get things done.
That kind of knowledge is hard to find in documents and data alone, so this project is built around conversations with the people who deliver these services every day.
Your input will help us understand
- What customers are trying to do, and the questions they ask along the way
- Where customers run into effort, confusion or delays
- How requests move between teams, channels and systems
- What already works well, and where there may be room to improve
What to expect
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A 30-minute conversationWith a member of the project team from Opposite, the consultancy supporting Council on this work.
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About your experienceWe’ll ask how the journey works in practice. There are no right or wrong answers.
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About the process, not peopleThis isn’t an assessment of anyone’s performance. We’re looking at how the journey works as a whole.
Where your input goes
What you tell us is combined with existing customer feedback and service information to build the journey maps.
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1
Choose
Council and Opposite select two journeys to map: one simpler, one more involved.
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2
Listen Your part
Short interviews with staff who know each journey well.
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3
Map and check
Draft maps are built and checked with staff in workshops. For one journey, we also hear from customers.
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4
Find patterns
We look across both journeys for shared issues, their causes and opportunities.
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5
Share
Findings and recommendations are presented to Council in December.
What Council will have at the end
Clear maps of both journeys, a summary of common issues and opportunities, and practical recommendations for service improvement and the CRM business case.
The focus is on how things work today. The project doesn’t redesign processes, but it will show where improvements could make the most difference.