Customer Service Peer Review : How it can help and improve your customer service. 7 th June, 2006 Siobhan Coughlan Principal Consultant, IDeA. The Background. Customer Service Background. Front line services, organised departmentally for specific service areas Multiple contact points
7th June, 2006
Principal Consultant, IDeA
Mrs Harris10 King StreetNone of your business
This is the Finance Dept. Name? Addressand date of birth?
This is Environment. Name? Addressand date of birth?
This is the Housing Dept. Name? Address?and date of birth?
Local Government Act 2000,
Set a challenge for local authorities to look at:
Increasing empowerment for local people by:
‘Technology alone does not transform government, but government cannot transform to meet modern citizens’ expectations without it….’
The design of citizen-centric services to ensure effectiveness of delivery to the customer, achieve policy goals, and to release savings by reducing duplication and streamlining processes.
The Transformational Local Government discussion paper
A key driver to help deliver a range of national agenda:
Council agrees to peer review
Peer Review Team Recruited
Self Assessment (against benchmark)
Mystery shopping exercise conducted
3 Pilot Reviews,
Royal Borough of Kensington & Chelsea, 24th-26thJanuary
High Peak Borough Council, 20th-22nd February
LB Islington, 8th-10th March
’Good customer service should be at the top of a chief executive’s agenda. It is important to have a clear understanding about what the real customer experience feels like and a vision of what it could be to drive ongoing improvement.”
Caroline Tapster, Chief Executive, Hertfordshire County Council
‘This had given us a lot of food for thought around all aspects of how we move forward and how we link with corporate and community strategic aims’.
Mike Stroud, Deputy Town Clerk and Chief Executive, RBKC
‘’The process was a tremendous personal development opportunity. It has energised me and I’ve come back with lots of ideas about things I can do here’
Pat Harding, Director of Customer Service, Cambridge CC
Developing a Community of Practice: