3 Customer centricity

Question 1

Tell us about a time when as a result of a RCA project, you helped solve a problem for a customer/customer services

• How quickly did you take action?
• How did you

* What did you do/say?

Answer 1

S - eligibility project

T - improve

A

R

*Pushed forward 3 – 4 Merlin 2.0 changes.
*Report submitted through to Mission 70 workstream for wider consideration within the business.
*Relationships/networking
* Established a personal relationship with policy manager, and working toward making the relationship more formal
* Also built up contacts and knowledge within the Business Improvement Space, notably speaking with Donna Ellis about the Check-list system within Merlin 2.0.

E