First line collaboration
The secretaries of the SWW collaboration posed the question of whether services could be improved and efficiency gains realized by creating an inter-municipality collaboration, namely, in the first instance consisting of the phone, counter, post, email, web and social media channels.
Möbius was asked to define the study with the service managers and then draw up the business case with a substantiation of possible qualitative and quantitative collaborative scenarios.
Three subjects were defined in consultation with the service managers:
- Outline the outcomes of a first line collaboration in terms of quality and efficiency.
- Substantiate whether the collaboration will make organizations more professional and more robust.
- Research whether location independent services are possible and at what cost.
- Research whether the operation of handling the municipal personal records database (MPRD) could be jointly implemented and outline the possible advantages and disadvantages.
Our business case approach was used to thoroughly and substantively research SWW’s question:
- Clear vision: joint direction based on the strategic goals and the desired developments.
- Substantiation: the starting points were substantiated and validated with a well-grounded quantitative study.
- Well-thought out solution: a practical translation of the vision into various scenarios, including potential risks, so that SWW is able to make a well-considered decision.
- Support: staff will be knowingly included and involved in the project to guarantee that the outcomes are the result of their work.
Our approach clarified the following outcomes:
- Quality and efficiency gains through first line collaboration : Efficiency gains can be established by collaborating on the telephony and counter channels. The creation of a high volume makes it possible to define and manage high-quality SLAs.
- More robust and more professional organisation : A potential collaboration will create a more robust and more professional organization. Scaling up will make it possible to create functions for setting up central planning, following up on the web and implementing quality management. This approach will allow the organizations to work in a more goal oriented and performance oriented manner. In addition, the organization will be more robust and less vulnerable. The available capacity will be greater, which makes it more flexible. This makes it easier to redeploy staff members.
- Location of independent services / MPRD operation : At the time of this project, the MPRD operation was still in the start up phase. Research shows that the provision of place independent services is not yet possible primarily because of ICT limitations. In addition, there are serious risks with respect to safeguarding the security of data. Given the SWW’s need, several downsized variants were researched. It appears that each type of independent service entails significant additional costs (€ 50 per passport), risks and inefficiencies. For this reason, it is recommended that independent services be considered at a later stage.
What striked me during the project is Möbius’ expertise in the subject and their ability to everyone, at any level! If you really care about your customers, I recommend Möbius!