Deloitte x Department for Education
Service change through culture change
Designing a more effective customer experience for the DofE’s funding arm meant changing how colleagues saw customers, and each other. Leading a team on behalf of Deloitte, Current Works set about building trust – developing a shared language and creating the first ever dedicated CX team.
““Establishing a dedicated CX team with Current Works kickstarted a wider change at the ESFA. Together, we put them in a position to train and recruit the right people – leading to a 30% drop in support calls, and growing engagement with their digital Help Centre, which hit 1m page views 18 months after launch.” ”
[enquire]
Inviting everyone to contribute
For educators, applying for funding through the ESFA was a long, complicated process.
A better CX was needed – but we discovered early on that, with the siloed teams, there was no single, clear view of that experience. So, we opened up the enquiry process: consulting internal stakeholders as much as customers, building a detailed picture of existing systems, processes and pain points.
[innovate]
Bridging the gap between teams
Opening up the process fully involved many different people in the process of creation. Colleagues became more empathetic, more inspired, more willing to discuss and reach a common understanding. By bridging the gap between policy and operational delivery teams,
we’d gathered the insight – but also kickstarted a change of culture.
[implement]
Real service improvements
Along with an agency-wide commitment to customer experience, we established the first ever CX team, and an internal community of service design, data and tech experts for ongoing support.
The project guided improvements to the agency’s website, and the release of new services. The result: decreasing enquiry volumes, reduced complaints and faster, simpler self service.
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