Our Design Principles

Staff who provide services directly to users will be multiskilled across more than one service area to ensure we can meet our delivery targets.

Contacts should be successfully resolved at the first point of contact to ensure that we meet service levels and volumes.

Staff will complete the same forms and have access to the same information as users.This ensures that users can self-serve wherever possible and that staff can support users across multiple services without specialist knowledge.

Our services will be designed to ensure that those with the greatest knowledge, skills, or experience are prioritised to support transactions.

This will ensure that transactions are completed at the first point of contact, reduce escalation to specialists and meet delivery targets effectively and efficiently.

As part of our assisted digital, we will use live chat and chatbots to support users in completing transactions themselves.

This will ensure that users are enabled to self-serve wherever possible, while reducing more costly contact.

Chatbots and live chat will use the same regularly updated support material and knowledge bases available to staff.

The data we hold will be used to predict service demand, analyse service failure, and deliver continuous improvement.

We will ensure that data is up to date, complete and stored safely.

We will be proactive when problems occur, ensuring that we don’t make users tell us about something that we already know about.

We will use the data we have available to notify them about delays, when it will be resolved, what impact this will have to them, and if and how we will contact them again.