How we can help

We’re here to help colleagues across Essex County Council.

This list of services is tied to the sorts of needs our colleagues often have, and the problems they often describe.

It’s not an exhaustive list: if your exact problem isn’t on here, we can still help you. We’re very flexible, so we can come up with a way of helping you that’s tailor-made to help your team with your problem.

How Service Transformation can help
Problem	How we can help
Residents can’t find the information they need, increasing demand on the call centre	Our service designers can help understand the whole user journey, end-to-end. We can apply user research and content design to understand the cause of the problem, and design ways to help people find the information more easily.
The team is overspending and not meeting objectives	We have in-house experts in business design and continuous improvement who can help you analyse and map out existing processes, and pinpoint ways to improve them.
We don’t know how effective a website is	We can apply user research to understand how people find and use the website. That insight helps improve future iterations of it.
We don’t know if our service can be used by everyone	Our accessibility experts can do an audit, and provide advice for immediate changes and long-term tactics to improve accessibility of services
Complaints are going up, but we don’t know why	With a mix of continuous improvement and user research, we can help identify problems that are causing complaints, and understand how the organisation needs to respond and change to deal with them
We would like to do our own user research, but we are not sure how	Our user researchers can provide expert guidance to help keep you on the right track
Our team or function is bogged down in process - we think there’s a better way, but we don’t know where to start	The business design team can help you better understand the system you work in, and take an end-to-end look at the processes within it.
We don’t know if our team or function is set up for success	We can use organisational design to review how your team works, and suggest a redesign if necessary
Residents find it hard to use our service	We can use a combination of many of these techniques to find out why, and suggest new approaches; maybe a digital service on the web, maybe a rethink of our your team works, maybe a combination of both