Challenge & Selection 

 The task assigned was to transform the service delivery of our organization that provides shared   services to over 40 government agencies .    Our organization provides shared services in the area of   finance , payroll , HR , claims and travel management .   Most of the work requests are submitted by   the customers through the central Enterprise Resource Planning ( ERP ) systems and completed   within the systems .   For example , a request to verify an employee expense claim is submitted to a   payroll system where the shared services team pick up the case from the payroll system , verify the   expense claim and complete the case .   Some work requests that are not handled within the ERP   systems are submitted via our case management system .   For example , hardcopy invoices are mailed   to shared services for processing .   Customers are required to raise a ticket in the case management   system and once the hardcopy invoices are processes , the case ticket is marked as completed . 

 While the service delivery process seems rather seamless at an overall level , I would like to use the   visualization tool , specifically service journey mapping , to deep - dive into each process / service to   uncover possible problem statements and opportunities for improvement . 

 To approach the project , we intend to first map out the service journey of each process to   understand the service experience of the customers from their perspective .   We would next identify   a good number of agencies that well represent the population and develop a set of questions   covering the areas of people , process , platform / system and service .   We are mindful that the   questions should not be too broadly defined such that responses may be too general to define the   problems , nor should the questions be too specific that it narrows the discussion and rules out   problems statements that would otherwise be surfaced .   Based on the questions and interview   techniques , we would conduct a focus group discussion with the HR / Finance practitioners in the   identified agencies to suss out pain points that can be translated into problem statements . 

 Application 

 To begin , we first identify a process that we wish to map out the customer journey .   We then use a   swim lane diagram to map out the overall process and identify the stakeholders involved . 

 The swim lane diagram is then further expanded and translated to a timeline diagram to include the   detailed steps , touchpoints and communications of the current customer experience .   For example ,   in submitting an expense claim , what are the system steps that a claimant has to perform , the   information that needs to be provided and how the information is gathered / submitted etc .   What   are some of the touchpoints the customer have with us ?   For example , the Helpdesk / Call Centre   team may receive first line enquiries from the claimant / employee before the claim is submitted in   the system . Through documenting the detailed steps and identifying the touchpoints and   communications in the service journey mapping , we can better identify pockets of improvement   from people , process , platform / system and service .   To avoid a one - sided journey , we would involve   all relevant stakeholders that work on providing that service to the customer to join in the service   journey mapping .   For example , in verifying the expense claim in the payroll system , we ensure that   the payroll team who provides that service joins in mapping out the customer journey . 

 Once the customer service journey mapping is plotted out , we then divide the group into two groups   of 4 each .   1 team member in each group would play the role of ‘ interviewer ’ while the other 3   would play the role of customers .   Both groups are given the set of questions developed for the   focus group to talk through for the ‘ interviewer ’ to bring them through and probe .   The purpose of 

 this activity is to ensure that the focus group discussion with the customers would be effective in   drawing the insights we want .   Once the team is confident and ready to conduct the focus groups ,   we   should then engage our customers through the focus group discussions and note down their   pain points , goals and expectations around pillars of people , process , platform / system and service . 

 Insight & Approach 

 What I have learned from conducting this exercise is through the service journey mapping , we are   able to deep dive and unravel service gaps that we would not have been able to uncover without   using the visualization tool .   The more valuable aspect of the activity is where all stakeholders come   together and co - create the customer service journey mapping .   This shared insight with a diverse   group of stakeholders who are involved in delivering the service provides an accurate understanding   of the customer service experience process .   The role playing also helps the team to better develop   their interview techniques before the focus group discussions with the customers .   The stakeholders   in the organisation can now better understand the sentiments and service experience of the   customers .   They can better appreciate the pain points of the customer and take greater ownership   to work towards improving the service experience . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Challenge & Selection 

 The task assigned was to transform the service delivery of our organization that provides shared   services to over 40 government agencies .    Our organization provides shared services in the area of   finance , payroll , HR , claims and travel management .   Most of the work requests are submitted by   the customers through the central Enterprise Resource Planning ( ERP ) systems and completed   within the systems .   For example , a request to verify an employee expense claim is submitted to a   payroll system where the shared services team pick up the case from the payroll system , verify the   expense claim and complete the case .   Some work requests that are not handled within the ERP   systems are submitted via our case management system .   For example , hardcopy invoices are mailed   to shared services for processing .   Customers are required to raise a ticket in the case management   system and once the hardcopy invoices are processes , the case ticket is marked as completed . 

 While the service delivery process seems rather seamless at an overall level , I would like to use the   visualization tool , specifically service journey mapping , to deep - dive into each process / service to   uncover possible problem statements and opportunities for improvement . 

 To approach the project , we intend to first map out the service journey of each process to   understand the service experience of the customers from their perspective .   We would next identify   a good number of agencies that well represent the population and develop a set of questions   covering the areas of people , process , platform / system and service .   We are mindful that the   questions should not be too broadly defined such that responses may be too general to define the   problems , nor should the questions be too specific that it narrows the discussion and rules out   problems statements that would otherwise be surfaced .   Based on the questions and interview   techniques , we would conduct a focus group discussion with the HR / Finance practitioners in the   identified agencies to suss out pain points that can be translated into problem statements . 

 Application 

 To begin , we first identify a process that we wish to map out the customer journey .   We then use a   swim lane diagram to map out the overall process and identify the stakeholders involved . 

 The swim lane diagram is then further expanded and translated to a timeline diagram to include the   detailed steps , touchpoints and communications of the current customer experience .   For example ,   in submitting an expense claim , what are the system steps that a claimant has to perform , the   information that needs to be provided and how the information is gathered / submitted etc .   What   are some of the touchpoints the customer have with us ?   For example , the Helpdesk / Call Centre   team may receive first line enquiries from the claimant / employee before the claim is submitted in   the system . Through documenting the detailed steps and identifying the touchpoints and   communications in the service journey mapping , we can better identify pockets of improvement   from people , process , platform / system and service .   To avoid a one - sided journey , we would involve   all relevant stakeholders that work on providing that service to the customer to join in the service   journey mapping .   For example , in verifying the expense claim in the payroll system , we ensure that   the payroll team who provides that service joins in mapping out the customer journey . 

 Once the customer service journey mapping is plotted out , we then divide the group into two groups   of 4 each .   1 team member in each group would play the role of ‘ interviewer ’ while the other 3   would play the role of customers .   Both groups are given the set of questions developed for the   focus group to talk through for the ‘ interviewer ’ to bring them through and probe .   The purpose of 

 this activity is to ensure that the focus group discussion with the customers would be effective in   drawing the insights we want .   Once the team is confident and ready to conduct the focus groups ,   we   should then engage our customers through the focus group discussions and note down their   pain points , goals and expectations around pillars of people , process , platform / system and service . 

 Insight & Approach 

 What I have learned from conducting this exercise is through the service journey mapping , we are   able to deep dive and unravel service gaps that we would not have been able to uncover without   using the visualization tool .   The more valuable aspect of the activity is where all stakeholders come   together and co - create the customer service journey mapping .   This shared insight with a diverse   group of stakeholders who are involved in delivering the service provides an accurate understanding   of the customer service experience process .   The role playing also helps the team to better develop   their interview techniques before the focus group discussions with the customers .   The stakeholders   in the organisation can now better understand the sentiments and service experience of the   customers .   They can better appreciate the pain points of the customer and take greater ownership   to work towards improving the service experience .
### Output: 