Research and Analytics

Transform your Customer Contact

Transform your Customer Contact

CIPFA’s new Digital Transformation Analytics service supersedes our popular Customer Contact Benchmarking exercise, to reflect that the objective is to drive transformation and improve quality and efficiency as well as benchmark against your peers. 

Delivered in partnership with sector and change management experts RedQuadrant, this new service has been specifically designed for anyone in a local authority with responsibility for transforming contact. Whether you are a chief executive, chief information officer, chief financial officer, responsible for business transformation, a contact manager, customer services manager or IT manager, Digital Transformation Analytics offers you a unique means of:

  • understanding your customer contact
  • learning from current and future strategic models of customer contact
  • comparing your performance with that of your peers and best practice
  • Identifying where you can improve service delivery, reduce costs, and transform services in tough economic times.

Digital Transformation Analytics is based upon two separate but complimentary streams:

  • An annual strategic-level survey, aimed at senior stakeholders, and
  • A ground-level contact and channels performance framework with metrics covering telephony, face to face and ‘self-service’ via automated channels including the web and automated telephone systems.

Find out more about this exciting new service by visiting our website.

CIPFAstats Current Datasets