Service Delivery Review

A crown agency had a complex transactional service delivery model to support transactions delivered by a network of external agents.

With the agency's shift from transaction delivery to delivery of a customer service and its desire to increase the number of transactions completed online, Maven carried out a review of how these services were contracted and delivered. The review identified and made recommendations on a 'fit for purpose' delivery model.

A detailed report was produced, supported by financial analyses. The review outlined:

  • The most appropriate processes to be used for the procurement of future service delivery and supply contractors.
  • The service delivery environment, including the structure of contracts, level of service and geographic coverage, and the most appropriate way to deliver face to face transaction services in the future given the multi-channel environment that would be in place. 
  • The most appropriate and cost effective structure for remunerating transaction delivery agents.
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