CASE STUDIES
Public Services
Region: Switzerland
Mission : transform mindset to customer focus, introduce client facing interactions
Client Background & Challenges
The canton of Vaud is the third most populous canton in Switzerland after Zurich and Bern with 815,300 inhabitants. Spread over 5 sites, the civil registry of the canton of Vaud wished to regroup its activities on a single site in Lausanne. The aim of grouping the civil status sites on a single site was to optimize resources, and processes, and initiate the creation of live service counters.
As a service to the population, the civil registry of the canton of Vaud must be accessible to its citizens. This is why a rigorous set of real estate specifications was necessary. Furthermore, to guarantee a quality service to the public, the comfort of employees was equally important. Training and coaching of resources were desired to achieve the mission of the Civil Registry, which is to register key events in a person's life, such as birth, the union of two people and death, which occur on Vaud territory or abroad for people originating from the Vaud region. Its mission is to accompany people in their procedures, advise them and carry out its functions with diligence and empathy.
Solution
Project management for the whole reorganization project including drawing up property specifications for the future building, revision of the internal organization and processes, coordination of the implementation of changes, etc. Furthermore, we provided advice on change management and organising workshops and training courses.
As an active actor, we participated in the change management process and ensured that customer service excellence was present at all stages of the service delivery,
We created the monitoring tools and metrics.
We helped resolve the historic backlog of certain cases by optimising processes, improving internal communication and defining roles and responsibilities better.
Achievements & Value for the Client
Our external view enabled the civil registry of the canton of Vaud to become aware of the dysfunctions and to correct them. Our expertise in customer service and hospitality helped to improve the service provided to customers of this public service durably.
The feedback we received from the client: “Your team was well placed to develop the necessary foundation for all the work streams - the Client’s Culture Program, Change Management, Communication and Standardized Operating Procedures (SOPs). The outcome of the design phase was then adapted to meet client’s specific needs and the program is now being successfully implemented without the help of external partners.”