A 2014 study found that up to 60% of the cost of UK government services arose from calls and casework. Not that surprising perhaps, until you delve deeper and find that of those calls, 43% were chasing the status of a case, 52% were ‘how-to’ questions, 5% were complaints, and only 2% were to do with complex cases that needed human intervention.
In other words, at least 95% of all calls received were unnecessary – should have been unnecessary, either for the caller to make or the responder to handle
That’s a lot of wasted effort, that could have been better spent designing systems that helped people get what they needed.
Designing and implementing good services is not rocket science or cutting-edge, or even particularly expensive. All it takes is empathy and care.
Putting yourself on the side of ‘them’ instead of ‘us’.