Good Services

60% of that cost was spent on calls and casework. Diving deeper still into these numbers, roughly 43% of these calls were status-chasing calls, 52% were questions about how to do something, 5% were complaints, but the smallest number by far were calls to do with complex cases, at just around 2% of total calls. In essence, most human contact to our services is unnecessary, but generated by badly designed services that mean more people are entering the system than necesssary (generating delays to the service and subsequent status-checking calls) or are confused about what they need to do to achieve a certain outcome–the vast majority of which could be solved with clearer service design.