Client Results · Government
Finance: Improving Internal Service
A state government financial organization that provides retirement, disability and survivor benefits and administers health care programs needed to improve internal customer service between departments.
Let’s Talk About Your Challenge+31%positive staff attitude
+16%service from other departments
+16%coworkers speaking positively
Internal service failures become external customer experiences.
The Challenge
What the organization was facing
Service problems between departments were spilling over to the residents the organization serves.
✓Negative relationships within and across departments
✓A general lack of understanding of each other’s jobs
✓Poor communication across the entire organization
✓Internal service failures causing negative external experiences
The Approach
What Moran did
01
Service Essentials™ for Everyone
Customer service training for all staff.
02
Service Essentials™ for Leaders
Training for all leaders on service excellence, feedback, measurement and recognition.
03
Internal service standards
Standards built with frontline staff and leaders, with employee surveys to measure progress.
Results
Pre- and post-measurement of employees
+31%positive “attitude displayed by the staff” toward each employee
+16%hearing “coworkers speak positively about the organization”
+16%“quality of service I receive from other departments”
+15%“exceeding other departments’ expectations”
Strengthen service between departments
Talk with Moran about improving internal customer service.
Let’s Talk About Your Challenge