Resident Access and Experience Programme
We worked with Islington to develop a new operating model for Resident Experience in the borough. The project comprehensively researched and benchmarked multiple councils’ approaches to customer services, utilising broad desktop research and deep dive interviews with peer councils. We reviewed technology architecture and staffing levels. The project delivered the operating model and accompanying business case, which identified savings of £4.45m over five years, a costed plan for delivery, including a wide-ranging technology programme. We also developed a cost-to-serve model for Islington, providing cost per transaction across customer-access channels.
