This week we hosted our first Digital and Operational Excellence network event and it was fantastic to see so many of our SSF UK members online.
We had a productive and insightful couple of hours which kicked off with Ben Ziman sharing the journey at Shared Services Connected Limited from NPS to customer satisfaction survey and how using customer feedback helped them focus on operational excellence.
Kirsty MacDonald, Process Transformation Manager shared how Cabinet Office have utilised tools like Process Mining and Qualtrics to enhance their user experience in recruitment and other HR products for UK Government.
The last part of the event was an opportunity for members to reflect on what they had learnt from the thought-provoking sessions and breakout into virtual groups to discuss what tools we are using across our member organisations to measure products, services, and overall customer experience and explore how we are monitoring day to day business activities and identifying and detecting situations to provide operational solutions. It was a great opportunity for members to share their own experiences, journeys and challenges.
The resources from the event are available to view and download and we look forward to seeing you at the next event taking place in person at Cabinet Office in York on July 2nd.
