To transform its frontline customer services the London Borough of Harrow, a UK local authority, closed existing customer reception areas and created one central service - "Access Harrow" - a one-stop shop with a call centre at the civic centre. After 18 months of planning and preparation, back office processes were combined, with staff consulted,…

BPIR Categories

2.4.1 Design the organisational structure
1.3.2 Determine & provide customer contact mechanisms
15.2.1 Customer satisfaction, accolades, awards

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