There are many organisations that people may experience as their first point of contact. However, these organisations perform different roles. Sometimes the suitability of a potential client may be assessed by non-specialist staff causing people to be ‘passed between pillar & post’ – a frustrating experience that has the potential to disengage people.
How might we ensure that the first point of contact is always a useful and positive experience (with a maximum of 1 ‘pass’ before the ‘correct’ organisation(s) is found?).