Experience Lab is part of Serco Group plc.
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Local services better designed for everyone
Councillors and local government officers are trying to provide the best services for residents within limited and often decreasing budgets. Instead of salami-slicing services, better understanding residents’ needs and improving their interactions with council services can cut waste, delivering better outcomes and lower costs.
We have been providing services directly into local authorities for many years and over this time, we have amassed a wealth of knowledge on how to optimise services lines and to get the best out of staff.
Understanding residents’ experiences is critical to redesigning more efficient and effective services. To do this, we have a series of research techniques to get to the heart of the problem.
We are seeing a growing number of local authorities building their own research and service design teams to keep pace with CX requirements. We can ensure that your team have service design skills to tackle every day problems.
We can go beyond understanding residents’ needs to help you design and test new ways of delivering services. These could be large (e.g. a new service operating model) or small (e.g., wording changes to make Council Tax reminders easier for residents to understand). We will work alongside you, guiding you through the design process and helping you to test and improve your solutions.
Any service depends on the people who provide it. With experience in gathering workplace insights and building new ways of working, we can help you to engage with and get the best out of your most important resource.
We offer a range of qualitative and quantitative research expertise and can be flexible to meet your specific project needs.
We have more than 20 years’ experience in delivering excellent CX for your citizens. With a clear service offering, supported by a 40-strong team of researchers, designers, and UXers, we can help you better understand your how to deliver seamless citizen experience.
This is more than being able to plan, pivot, or pause. Agile methodology is used across the UK Government and is a guiding set of principles that will enable you to fail forward in small, incremental steps from alpha testing, through to live roll out of products and services.
We work with clients for years to develop their citizen experience. Whether we ‘walk behind’ (to support), ‘walk alongside’ (working with) or ‘walk in front of’ (leading), we adopt the necessary position to support your authority’s citizen experience.
UK
Crowne House, 56-58 Southwark Street
London SE1 1UN
Australia
Level 14, 535 Bourke Street Melbourne Vic 3000
Middle East
Rolex Tower, Sheikh Zayed Rd, E11, Dubai
Middle East
8793 Riyadh Front, Unit S7, King Khalid Int. Airport District, Riyadh, 13413-3718, KSA
Experience Lab is part of Serco Group plc.