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Winter 2023
The Region of Durham wanted to better understand the customer service expectations of the members of the community and the impact of changing demographics on the deployment of the multi channel (e.g. phone, email, chat, social media, in-person services) customer service program. This was accomplished through the application of lean six sigma processes to develop a 10-year customer service strategy that will continuously improve service quality while also reducing costs.
The goals of the project were to:
- Develop a cost-effective municipal customer service model that is based on the voice of customers
- Forecast how the needs and preferences of customers will shift in the next 10 years.
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