The Challenge
The Experience Advisors were engaged to conduct a comprehensive review of the Town's service delivery and organizational structure, with the goal of developing a service delivery strategy that would improve efficiency, reduce duplicated services, and create efficiencies within existing jobs.
Our Approach
To achieve these objectives, XA’s approach focused on:
- reviewing analyzing the current state,
- defining a desired future state in collaboration with the Town to centralize and promote self-serve and leverage upgraded technology (CRM, phone, portal) to automate processes, and
- developing a roadmap to achieve the get from the current state to the future state vision.
We reviewed 7 lines of business and used a variety of tools and methods, including:
- document review,
- financial analysis, staff engagement surveys and focus groups,
- leadership interviews, and
- citizen engagement.
The Outcome
Aligned to the service delivery review, we designed a customer service strategy with a corresponding action plan for implementation. The outcome of our work was a set of 66 recommendations that had estimated annual efficiency savings of 6,000 - 13,000 hours and estimated annual cost savings of $350,000 - $815,000. The Town Council was pleased with the final report, and we are proud to have helped achieve a more efficient, cost-effective, and quality service delivery.
