Customer Journey Mapping in Local Government

The range and breadth of service offered within Local Government is huge. In these highly complex organisations service improvement initiatives tend to focus on individual services and often 'improvements' in one area simply push issues elsewhere and fail to improve the overall customer experience.

The Kynsale Customer Journey mapping approach assists Local Authorities to gain an 'end to end' view of the whole customer experience identifying common themes and issues. Our consultants are highly experienced working with Local Authorities to conduct customer journey mapping initiatives and translate these into tangible business benefits with efficiencies for the Authority and service improvements for the Service user.

Our approach to Customer Journey Mapping is also highly effective at identifying opportunities for shared and co-location of services with other agencies and authorities. Local Authority service users often have 'parallel journeys' with other organisations such as Health and District Councils. Identifying where overlaps occur through Journey mapping is very effective at identifying opportunities for cost saving and efficiencies and our consultants are skilled in this area.

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