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Principles met

Human Engine working with London Borough of Brent

Human Engine supported officers from the Customer Service Centre (CSC) and Community Hubs to align customer service access points, strengthen collaborative working, empower staff and improve customer experience.

We first identified a series of business problems:

  1. No joined-up approach between back-office teams and frontline teams
  2. No consistent understanding of Community Hub vision or expectations of partnershipworking between access points.
  3. Customer communications were inconsistent, and expectations of customers werenot set at the correct level, resulting in low satisfaction levels.

For further information contact: