Two sets of design was required for customer service experience and channel management strategy when dealing with the Dublin City Council. Specific actions set out with steps to take, for service improvements, smoother customer services and better integrated communication.
The five key areas for smoother customer service was to develop easy to follow icons, such as courtesy, openness, quality, performance and expectations. The icons were used for all the key headings and into sections throughout the guidelines. The same for channel management strategy for the Councils communication internally to develop the icons are by online, by phone, by email, in person and by postage.