1.6.3: Channel Audit
Carry out a high-level audit of existing delivery channels across government. Other Information:
A vital first step in developing a citizen-centric channel management strategy is to carry out a high-level audit of existing
delivery channels across government, and to put a cost to each transaction delivered through these channels based on standard
industry assumptions. This will highlight duplication across government (for example, having multiple high-street locations
in the same town serving different government departments or agencies), and the savings that can be achieved by joining government
services together and using the most efficient delivery channel in each case. A common finding in channel audits is that much
customer contact between governments and citizens is unnecessary, hidden and uncosted. For example, many governments have
literally thousands of public service telephone contact numbers. Much of the contact that results between citizen or business
users and the government is therefore: * unnecessary - because the user is struggling to find the right place to get the service
they need, resulting in multiple contacts before their need is finally resolved * hidden and uncosted - because only some
of these customer contacts are caught by existing management information systems. The rest are just lost within the broader
operational structure and budget of government. A clear map of customer interactions by channel, and the true costs of these,
therefore provides essential data in building the business case for citizen service transformation.
Indicator(s):
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