Service Transformation offers

The IIPS presents a range of techniques which can be applied to uncover insight to drive service transformation.

	Customer experience evaluation There are different ways of evaluating service experience and customer service performance which encompass a range of qualitative and quantitative techniques. We apply a tested and proven service transformation cycle which draws on customer satisfaction surveys, customer journey mapping and frontline feedback as applicable.	Segmentation Segmentations are particularly valuable to the public sector as they improve understanding of customer needs, attitudes and behaviours with the aim of supporting more strategic thinking and policy making, better designed services and tailored communications.
	Public sector innovation Policymakers are facing huge challenges today, from the immediate need for efficiency savings to understanding how to move in line with the complex structural, technological and social shifts occurring around us. We can help support strategists and policymakers develop more effective innovative approaches in the face of this landscape through our structured and proven process.	Insight audits Despite significant investment in customer research by the public sector, evidence suggests that the full value is not always fully realised. An insight audit can help ensure that existing insight assets in the organisation are taken advantage of before committing resource to new programmes, and – most importantly – that research programmes are properly embedded within service improvement strategies.
	Customer journey research Customer journey research (CJR) helps organisations align services with their customers needs, from an emotional as well as practical point of view. It examines the expectations, points of connection and disconnection that citizens have in their service interactions, and helps find ways to remove or positively transform these points of contact. CJR can also help provide better value in service delivery.	Behaviour change – from insight to action There is a growing acceptance that shifting individual and group behaviour rests at the heart of effective policy delivery. But changing behaviour is complex and challenging. Understanding the incentives and barriers to change is vital to identify what levers will be most effective. The IIPS can support behaviour change strategies through a range of insight and evaluation tools – all underpinned by a sound understanding of the established psychological, social and political theories and models.
	Deliberative consultation There is often a gap between policy goals and public experience. What the citizen needs and desires can be different from the aims of decision makers. Engagement and consultation seeks to bridge this gap by actively involving stakeholders and the public in the research process so participants are engaged in discussions about complex issues and in shaping decisions, enabling a step towards the ideal of service and policy co–production.