The main goal of our intervention was to create an efficient flow that considers all stakeholders’ needs when making data available.
Through this process, we facilitated the agreement among more than 20 decision-makers on one end-to-end data delivery process, impacting several actors from different teams, as well as the definition of Service Level Agreements on five critical interactions among them. Together, we created an integrated, seamless, and continuous process to deliver a better, faster, and optimised experience.
To make the data service process consistent and more customer-focused, we immersed ourselves in building Galp’s 5 Customer Experience (CX) Principles before diving into internal interactions or granular processes.
Collaboratively, stakeholders shared and agreed on what they believed to be the essential principles in the service they are offering, thus creating the CX Principles. These served as grounding stones for providing service, driving stakeholders’ alignment, promoting continuous improvement, and aligning decision-making around explicit criteria. Throughout the project, the team brought them to the table several times when quick consensus was needed.