We are nearing the end of the discovery phase and it has come around fast.
Our Service Design team continue to carry out further email analysis across Highways shared mailboxes. We learned more about how email addresses are published online, and how this contributes the number of emails received by the service.
The original 35 themes that were identified have now been refined down to 22. These themes will provide the starting point for concept development in the next sprint.
At this stage of the project, we use ‘how might we’ statements to explore each opportunity. The HMW approach helps us view an opportunity from different perspectives which helps us check that it is fully formed.
The update on research with our partner Volker showed that there are good relationships with managers and supervisors and that the phone is the main communication channel, although MS Teams could be useful. We also learned that there are opportunities from enhanced use of Confirm Connect and Confirm Workzone systems.
The smartphone trial that came out of the technology review quick win is going well. Previously a talk and text phone and an iPad were being used in the field and the trial is assessing if users could move to a single device.
Over in the contact centre the project was looking to take advantage of another quick win. An IVR pilot is being planned to allow for categorisations of calls at the end rather than letting the caller determine the category at the beginning of the call.
What’s next? One sprint to go! Solution spotting and forming alphas.
Read more detail on the Highways Services Discovery project.
