Design roll out

Having carried out the work you can now plan a wider roll out, if appropriate.

This will include:

• A business case based on the financial or other benefits achieved scaled up to a wider area or customer base
• Defining the process changes you need to implement
• Any fine tuning of the campaign based on customer feedback/ co-design

• The next sets of customers you wish to target and any further profiling work that needs

Process Change

There are a number of elements to implementing change in processes.

These include:

• change of systems including ICT/e-government (you may develop an internal or customer e-form or create new information for your internet/intranet, CRM or Knowledge Management system, or develop integration between front office systems and back office ones)
• change of behaviour by staff and intermediaries (including training in new systems and processes)
• change of behaviour by customers – as described above.

The UK government has developed a useful guide to managing behaviour change at http://coi.gov.uk/behaviourchange