Business Process Improvement is about improving service delivery during the CSR07 period and beyond. There are four main improvement themes:  

• Satisfying customers at the first point of contact in their access channel of choice

• Measuring the costs of service transactions as part of the management and improvement process through Rough-cut Activity Based Costing

• Enhancing front-line services by improving business processes in ways that make a difference to citizens

• Unlocking potential efficiency benefits from a shared service delivery that also reduces the need for citizens to join up islands of local service

Business Process Improvement can help:

• Reducing waste in service delivery

• Increasing the proportion of customers using more efficient service delivery channelsce delivery channels

• Understanding customers’ lifestyle preferences for service delivery

• Help services meet customers' needs

• Promoting a better corporate understanding of what it actually costs to deliver a service

• Understanding the dynamics of service demand and how it can be managed more efficiently to avoid the need for further contact

• Integrating web services with back office systems (e.g. CRM in order to offer customers a genuine choice in the way they receive services)

• More collaborative working to improve coordination in local service delivery and economies of scale through shared services

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