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igem news – yppc

wanted to see themselves at the top of this with teams who are just below the for their own customer satisfaction.
the table or at least above the target – target of 8.95 so we can nudge them up This has already been implemented
as this information would be shared the league table. I have moved into a in other patches in our network and
with all first line managers, operational monitoring phase with the two teams the progress has been successful. I am
managers and all the teams. I have been working with. I want to be looking forward to supporting any other
We are regulated by Ofgem and our able to allow teams that have had the teams across the network who take on
funding is based on our performance. The coaching to work more independently the communication challenge.
teams are very motivated about pushing without losing those high scores. We This project has allowed me to
pipe and WWU holds its excellent want to nurture the teams we have successfully focus on the scores and
customer service reputation as a high and make sure they can sustain this customer experience from some of the
priority. Customers don’t ask for us to do way of working by delivering excellent consistently low performing teams,
this replacement work, it is a government customer service. I think this coaching teams that have been a target for
requirement. This means that customers and monitoring project has worked customer service improvement for
can’t choose to have us come to do the really well because it was designed some time.
work, but we would like them to choose specifically for each team. The results of the initiative over the
us if they did have the choice. The success of the project will allow immediate three months following
So, what were the results? This us to achieve a 100 per cent knock rate implementation were extremely
initiative was implemented in July 2019 on projects each month. Where the positive, with a steady rise in scores and
and we saw an improvement from last CSO can’t reach a site to knock before confidence for the two teams. Through
year. Looking at results for the same a project commences, the team can constant support and visibility on site,
period, the first team increased their speak to the first customers themselves, this initiative has also seen positive
average score by 0.65 and the second that way we are still communicating impacts on the mindset and behaviour
team improved by 0.82. Since August with all customers. Working with the of the team on site. This is evident in
2019 to the start of April 2020, the two teams on coaching, supporting and the results we saw for the two teams in
teams did improve, but still ended the optimising will develop the CSO role this new regulatory year. I am extremely
year below target. and responsibilities. This will allow proud of what these teams have
Going forward, I would like to repeat the teams to take more responsibility achieved and managed to maintain.

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