Responding to COVID-19: insight, support and guidance
This is just an example of how one customer’s information in held across an organisation, and whilst that customer is known to each individual department, does each department know the true extent of the customers engagement? I doubt it.
How many times has this customer had to complete an application form or prove their identity, income or living arrangements to access services? How many times are they written to requesting they supply further information or evidence to support continued receipt of services?
If you really knew your customer, it would be much easier to:
Where an organisation has a single view of its customer, it allows it to operate more proactively and make evidence-based decisions on customer needs and service delivery. It enables effective intervention to stay off costly reactive solutions and allows effective financial planning and forecasting in budget setting. It would help the organisation understand service pressures and allow for the measurement of resource requirements or collaboration needs. Overall, knowing your customers and their needs allows you to improve and innovate service delivery.
So I ask again, do you really know your customers?
Mark McAuley, CIPFA Senior Fraud Consultant
CIPFA will be holding a webinar on 10 August. If you are looking to reduce fraud against your organisation, learn how to apply 'know-your customer initiatives' to prevent fraud in this hour-long webinar. Hear about private sector initiatives which will be beneficial to public sector organisations.