The service review was broken into 3 phases:
Diagnostic
Key findings included an overly-complicated process with waste throughout, decisions being made by people not best placed to do so, more focus placed on the process than the customers, backlogs and delays due to bottlenecks in the process, a lot of time on checking, over 85% of contact centre demand failure and a lack of trust between teams.
Redesign
Key changes included removing the classification of jobs as emergency, urgent or routine, moving to the contact centre staff capturing symptoms rather than completing a diagnostic, removal of a number of authorisation steps, the introduction of a minimum standard of communication and moving of checks and audits to after the repair.
Implementation
The new process was implemented and supported by the introduction of an Information Centre and improved performance measures.