SIM and "The Best Service Is No Service"
With the launch of Ofwat’s Service Incentive Mechanism (SIM) in April 2010, you may be looking hard at how you transition to these new metrics and how you move to or stay with the positive score that brings substantial financial benefits - both directly in the SIM and through the better operating costs and customer experience it is meant to drive.
You may have heard of our book “The Best Service is No Service”?
The principles, tools and methods, pioneered at Amazon and since applied in many industries are uniquely suited to help drive and measure what is required by the SIM. They allow utilities to reduce unwanted customer demands, engage front line staff and improve customer experience.
A number of reasons for talking to Budd about SIM are:
- Credibility in the design and use of metrics at both strategic and operational levels. For example we helped Cabinet Office redesign their Performance Management Framework.
- Proven and transferable processes for the continuous tracking and improvement of customer experience, service needs and meeting the requirements of SIM. For example, Amazon scored the highest mark in the American Customer Satisfaction Index whilst reducing its contact rates by 77% in 3 years
- Rapid but sustainable transformation through the adoption of the processes at front line and management level. For example the benchmark impact is a 20% reduction in operating costs per annum, with the best clients having achieved an 80% reduction in contacts per customer.
As client Chris Hopson at HMRC says "The tools and processes are incredibly impressive. We could not have been right first time or got there nearly as quickly without Budd's input."
The following links could also be useful:
- The current reporting requirements for the DG measures (part 01 ‘Key Outputs’)
- A summary of progress to date plus some background info
- Some of the current DG measures will form part of the SIM. These are abandoned calls and all lines busy from DG9, volume of written complaints from DG7 and escalated complaints from DG7
To find out more please get in touch with Peter Massey on 07802 793515 or email peter.massey@budd.uk.com
