Our client, a federal government shared services center, was seeking to improve staff efficiency and customer service. The client found it difficult to establish accountability for customer service, resulting in a customer ticket queues that was not actively managed and drove customer complaints. As part of a larger engagement, PIP was asked to help establish strong wiring to actively reduce the customer ticket queues and improve customer service.


  • 75% reduction in customer ticket queue in six weeks
  • Closure of 97% of tickets within service level agreement, up 8% from a baseline on 89%, and best performance for the year
  • Sizeable further indirect benefits to customers of our clients due to reduction work chasing up overdue tickets
  • Improved customer service was noted by clients at all levels

Improving efficiency in a shared services center

75% reduction in customer ticket queue by improving staff accountability and customer service