Specialists in central
The ANTENNA service has been developed for, and in conjunction with, central government. Our consultative approach focuses on your departmental strategies and communications objectives, we then create a technology roadmap to help you deliver these goals.
Our ANTENNA consultants are not just technology experts. Our highly experienced team of consultants have many decades of experience in helping central government departments achieve their organisational goals using transformative digital technologies. The team bring expertise in communication and citizen experience design, analytical tools, flexible delivery models and risk averse commercial models.
ANTENNA: trusted advisors you can count on to deliver the services needed to drive digital transformation across government.
ANTENNA’s unique market-leading consultative approach allows us to get to the root cause of any problems or issues you or your department might be facing or wish to tackle. Our approach is based on three pillars – outcome-focused, data-driven, technology-enabled. ANTENNA’s Citizen Experience (CX) experts swiftly understand and analyse your problems better than anyone else - whether they are processes, technology, efficiency, productivity or people-based. We get under the skin of your department starting with a rapid diagnostic which assesses performance against FourNet’s best-in-class benchmarks, covering 30 separate elements from service levels and call abandonment rates, to planning, forecasting, efficiency, people, skills, and quality assurance. Within ten days, we’ll have a detailed data driven, outcome-focused transformation plan. Since we’re vendor diagnostic, we work with you to either build, buy, or partner with the best CX solutions to ensure you’re left with the digital and data transformation you planned. Because we use data to diagnose the root cause of your problems, ANTENNA stands firmly behind the promises we make. We can even quantify how much improvement our outcome-led solution will make – before we do it.
Our innovative three-pronged consultative approach focuses on outcomes, data, and technology. ANTENNA’s expert teams use data diagnosis to lift the bonnet and find what’s working in your departmental engine and what’s not. Then our rapid scan best-in-class benchmarking diagnosis delivers a detailed data driven, outcome-focused transformation plan. Our team will spend up to three days on-site, sitting with employees, agents and teams, observing what they do and the processes they follow. Being seasoned experts, they swiftly identify areas where improvements can be implemented quickly. During the engagement, there will be an element of call listening, shadowing, and interviewing team members. If required, they can also undertake quantitative analysis on 6- or 12-months’ worth of citizen contact data (call & CRM) to visualise the root cause of any issues and explore where less obvious efficiencies can be made. Since we’re vendor diagnostic, we then work with you to either build, buy, or partner with the best CX solutions to ensure you’re left with the digital and data transformation you planned.
This begins with detailed data diagnosis to find the right solution. At ANTENNA, we follow a five-step data diagnostic process that allows us to map your citizen journeys and identify possible pain points. Getting to the root cause is essential to delivering an effective long-term solution and we use data to achieve this. Our rapid scan best practice benchmarking diagnosis, covering 30 separate elements from service levels and call abandonment rates, to planning, forecasting, efficiency, people, skills, and quality assurance. Within ten days, we’ll have a detailed data driven, outcome-focused transformation plan. Our data allows us to identify potential issues which form the basis of initial focus of our on-site observations. Combining the two activities allows us to identify, quantify and validate the true root cause of issues which could be people, process or technology.
Any ANTENNA engagement starts with a Proof of Concept (PoC) or Proof of Value (PoV), which is heavily tied to KPIs, so we are able to map value back. Once we move from PoC or PoV to rollout, we continuously monitor service using our Mission Control data centre, enabling us to spot additional areas for improvement. The PoV is delivered hand in hand with any training required to utilise or manage the service. Training can be delivered in person, via first time user walkthrough, or delivered with a training partner. ANTENNA continually monitors and improves service levels and supports your team as part of our fully managed service.
& rapid response
Using our Mission Control data centre, our CX teams also perpetually fine-tune and monitor the solutions and services we’ve delivered to optimise and maximise your improved outcomes.
The ANTENNA Customer Portal uses multi-factor authentication to grant role-based permissions for standard users and administrators. Users can log tickets online rather than picking up the phone; from resetting PINs and changing diverts through to call centre configuration. Customers have the choice of a fully managed service with all changes handled by the ANTENNA service desk or via their own internal helpdesk.
The portal also hosts a knowledge bank of FAQs, training materials and quick reference how-to guides to empower simple, self-service where required.
Management Information (MI) & reporting
We tailor any requirements based on ‘business’ need, by focusing on organisational strategy, and the needs of any other departments within the estate.
ANTENNA’s MIaaS (MI as a Service) offering means we establish detailed requirements and overall needs at the beginning of the process.
We are then able to either create access to knowledge, training people how to deliver MI, or alternatively provide it as a service.
Environmental, Social & Governance (ESG) issues are of prime importance at FourNet, where we consider the environmental impact of all our business decisions.
We are committed to reducing our carbon footprint year on year, have invested in a Gold Standard carbon offsetting programme, and are working towards net-zero by 2050 in line with government targets.
FourNet has been awarded ISO14001 (Environmental Management) certification and takes a strongly pro-active approach to ESG, training our people and working with local communities, which enhances our operations and creates value for all our stakeholders.
The team bring expertise in citizen experience service design, data-driven analytics, flexible delivery models and risk averse commercial models.
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