Service Enhancements Progress

CDSP Service Enhancements Programme

The CDSP Service Enhancements Programme delivers quick, tangible enhancements to the Customer experience by resolving recurring pain points that cause frustration or inefficiency. Focused on making processes simpler, clearer, and more responsive, these changes aim to improve usability and communication while laying the groundwork for longer-term transformation through Project Trident.

Customer feedback has identified several priority areas:

• Timeliness and quality of responses to queries and tickets
• Communication effectiveness, in particular in the areas of Incidents and General Change
• Greater customer input and alignment with process/system changes

These themes align closely with the scope of the CDSP Service Enhancements Programme, developed using insights gathered over the past 12 months.

Following initial funding approval at the March CoMC, the initial design phases for the Near-Term Improvements workstream are in flight and solutions are being sequentially delivered. You can keep up to date with how the programme progresses by clicking on our dedicated webpage.

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Service Enhancements Working Group (SEWG)

As part of the CDSP Service Enhancements Programme, a monthly Service Enhancement Working Group has been established to ensure customers are directly involved in prioritising and shaping solutions.

Progress to date includes:

• Agreement of prioritisation criteria
• Defined scope for the initial design phases, focused on query management and enhancing communications
• Commencement of customer journey mapping to identify process inefficiencies and target improvements

We encourage participation from all DSC Customer organisations to help shape the best possible enhancements to existing CDSP services.