Enhancing Municipal Services through Customer Service Maturity Model
At Perry Group Consulting, we understand the challenges faced by municipalities and we understand that modernizing services to meet modern expectations requires a multi-pronged approach that combines CX, contact and service centre, service and process design, technology and digital, and change management disciplines and expertise to get it right.
We have built a multi-disciplinary team of leaders and specialists that have implemented and run municipal leading 311 and contact centres, have delivered modern municipal web and digital services, that are experts in user-centred process and service design, and in technology enabled transformation. As such, we offer a unique and holistic perspective on how to drive transformation of customer service and CX in a municipal setting.
Of course, each municipality has its unique challenges and objectives. For smaller and mid-sized municipalities, like Scugog, Orillia, Cambridge or Thunder Bay, the goal is to create a more efficient and customer-friendly service delivery system. Even though these towns might be small in size, they are progressive in their approach to enhancing the customer experience - and they have all the needs of any big City.
Larger municipalities, like the Region of York, Halton Region, or the City of Toronto, have more sophisticated systems and a larger clientele. In these cases, the focus is on overhauling service delivery, aiming for a more seamless and accessible experience for their community.
Perry Group's approach isn't one-size-fits-all and we can scale from small to medium to extra large organizations effortlessly. Our recommendations are tailored to the unique needs and objectives of each municipality. We do this by leveraging our extensive experience, both within municipalities and in implementing large-scale customer service transformation projects in different settings.
One of the essential tools we utilize is the Perry Group Customer Service Maturity Model. This model assesses various factors influencing service delivery, including:
Vision and Corporate Strategy: Does the municipality have a clear vision for service delivery? Is there a strategy to support this vision?
Governance and Organizational Alignment: Are the organizational structures and governance systems aligned to support efficient service delivery?
Corporate Culture: Is there a culture of customer service excellence within the organization?
Technology and Service Channels: Are there effective digital channels for service delivery, such as a portal or a user-friendly website?
Using this model, we help municipalities understand their current state, identify areas for improvement, and identify their targeted state for the future.
For example, we might evaluate whether the municipality has a clear vision for service delivery, whether this vision is embraced throughout the organization, and whether there's a well-defined digital strategy. We then rate each factor on a standard CMMI maturity scale, indicating the municipality's current state level - and what actions are needed to advance the maturity of the organization.
The Customer Service Maturity Model fosters meaningful conversation, helps municipalities identify gaps they might not have been aware of and assists in formulating a roadmap for improvement. Whether it's a small municipality just starting on its journey to improved service delivery or a larger one aiming for a review and refinement, or a radical overhaul, Perry Group's approach is to provide specific, targeted recommendations and solutions that will deliver results.
With Perry Group, municipalities can expect not just recommendations, but also a detailed work plan and guidance, support and advice on execution. We're there for the entire journey, from initial assessment to project completion. Our consultants are committed to delivering value and ensuring that municipalities see real, tangible improvements in their service delivery.
To learn more about our customer service strategy and advisory services get in touch.