A Government Ministry: Improvement of Client Service in an Information Systems Unit

1.  The situation

To do some forward planning, the unit needed to understand client  needs and expectations and identify any gaps around the organization’s service quality.

We were retained to do this research, and  if appropriate, make  recommendations for improvement.

2. The Approach

The project involved information gathering and analysis of documents and interviews (in person, or by telephone) with staff and selected clients of the organization.

We then developed a draft report which collated and analyzed the results of the research and developed recommendations for action. We shared these with the senior management and developed a final report based on our discussions.

3. Results

This engagement occurred in a strongly politicized environment, in an area with a high public profile and a history of internal power struggles and scapegoating.

We were  challenged to develop a report and recommendations that reflected our own professional integrity, were consistent with current environmental realities and provided practical and doable recommendations – while remaining sensitive to the varying needs and concerns of the range of stakeholders in this organization.

The client agreed to the recommendations, and initiated the key action steps identified in the report.