Complex Customer Journeys – Weeknotes w/c 03.02.20


This is a project working to the customer services steering group that was set up in summer 2019, and will refresh Hackney’s customer services strategy for 2020-23. This is a member-led steering group, including cabinet members and group directors. 

The steering group wants to learn by doing – by taking a set of complex journeys, we’ll look at practical ways that we can improve customer service around these, and replicate lessons for the broader customer services strategy. 

 We began this project in 2019 by identifying four areas of complex journeys:

  • Debt advice – how can we spot early identifiers of problem debt across different teams in the council, and use this knowledge to support residents rather than just enforcing debt collection?
  • Noise / ASB – how can we use noise and ASB data to identify and support vulnerability?
  • Libraries – how can we support and enable library staff and residents to ensure that residents can access digital council services at libraries?
  • Hoarding – how can we help join up working across the council to better identify and support hoarders? 

Although there’s a wide range of different journeys here, what is common across them is that the council plays the role of both enforcer and supporter in many: we want to collect debts owed to us, but also support residents with debt and financial inclusion; we want to comply with gas and fire safety visits and keep estates and properties well maintained, whilst also supporting hoarders; etc.  

During this phase we are in discovery, and are researching work already being done in these areas, and how we can support colleagues around relevant service teams to ensure the customer service contacts are joined up, effective and empathetic. 

Our focus this week

This week we have focused on research into the hoarding and debt journeys. This has included:

  • Journey mapping user journeys across the different teams that interact with hoarders in Hackney. 
  • Working with the data and insight team to make sure that we are feeding data into our discovery.
  • Coordinating with other people working in similar areas to see if we can work together to do research with end users.
  • Analysing other research, data and policies that have been produced or collected regarding debt to draw out areas of opportunity. 

What’s next?

Once we have finished with the research phase on debt and hoarding we will be collaborating with people in service teams to produce some hypotheses to present at the steering group on the 25th February. 

+ posts

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.