It can be difficult for our users to find the information and advice they need. People try self service, but end up contacting the service desk with simple requests. Councils want to move from manually handling routine requests to a self service model, supported by automated processes.
We are not providing our users with the ideal experience. This is also an expensive way for the council to deal with relatively simple enquiries. We can reduce the cost of HR services if we can find ways to support self service and automation.
Through this we are keen to explore the role of clear content on the web or intranet and how we might provide better end-to-end experiences for colleagues – such as a digital onboarding (or leaving) process.
There are other ‘service desk’ processes in councils. This discovery will help us understand and start to define patterns for service desk activity. It will also explore technology options for service desk solutions and how to integrate these with other digital services (for example: how to integrate a Zendesk knowledge base and chat feature with the council intranet, or even legacy ERP product).
The bidding councils all have some existing research insights.
- Digital leadership training (for council leaders, service managers or senior executives)
- Introduction to user research
- Introduction to service design
- Agile for teams