GOSS Transform: Delivery
Delivery is the design and development of the transformed service. This pillar draws on the activity from the other pillars and uses this to inform the design of the new services.
Developing a robust baseline will enable progress to be tracked and the impact of the transformation to be understood. Analysis of current demand leads shows where there is failure demand and waste in the process.
The goals for each customer channel will be defined in the transformation strategy, along with an action plan for each channel. Each channel is reviewed and implemented using the GOSS user centred design (UCD) process, ensuring every channel is designed around the needs of the customer. To maximise the benefits of these channels, all services should be redesigned ensuring their processes are completely customer focused.
Service design/redesign ensures the toolkit for transformation of the organisation is in place. Without undertaking this phase, the improvement in both customer service levels and required efficiency savings will never be achieved. The service review, process map and analytics are used to inform the development of the financial business case.
GOSS Transform: Delivery includes:
Baseline capture
Information architecture development
Usability testing
Service design/redesign
