IMPROVING CUSTOMER SERVICE
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Transcript of IMPROVING CUSTOMER SERVICE
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Plymouth City Council
IMPROVING CUSTOMER SERVICE
Barbara Culverhouse Head of Revenues and Benefits, Project Sponsor
Hannah Metson Project Manager
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Overview
Customer Service Improvement Priority Access to Services Inspection “Imagine” exercise Share feedback Briefing paper for you Your feedback is essential
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Improving Customer Service
Improve customer satisfaction with our services and with the overall performance of the Council
Better services designed around customer needs Links to:
Improving community involvement and engagement
Change management and staff development Value for money Corporate priorities for improving the city
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Why is this priority important ?
It is the reason why we are all here!Also……. Overall customer satisfaction is low Complaints handling is poor Councils that communicate well with their public
have higher satisfaction ratings Higher performing councils have a better
understanding of their customer base Audit Commission inspection of Access to
Services in September 2008
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Key Improvement Areas
Understanding our current performance, customer requirements and customer base
Having a clear vision and set of standards Communication and customer service culture Streamlined processes making access to our
services easy for all customer
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Current Priorities
Access to Services Inspection – baseline performance
Review our approach to Customer Complaints Improving the service to our revenues and
benefits customers Customer insight – customer profiling,
consultation, contact and needs analysis Training for frontline service staff
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Customer Complaints
Benchmark with well performing councils Review policy and process, in particular
Ombudsman complaint handling Mainstream performance reporting Evidence learning from complaints Marketing and promotion council wide Customer consultation
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Systems Thinking Pilot
Enable customer queries to be resolved at earliest opportunity
Identify changes in consultation with staff and customer experience
Reduce complaints and wasted work Training across Customer Services and
Revenues and Benefits Staff learning to resolve issues and make
improvements through eyes of the customer
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Access to Services Inspection
As wide an impact as CPA inspection
Cross-cutting themes – involves everyone!
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Key Questions
What has the Council aimed to achieve in access to services?
Is access to services meeting the needs of the community and/or users?
Is access to services delivering value for money? What is the service track record in delivering
improvement? How does the service manage performance? Does the service have the capacity to improve?
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Project Approach Project plan signed off by CMT Cross cutting team now in place Attendance at all DMTs Briefings for staff and partners Gathering and evaluation of evidence Self Assessment by end of July Action Plan sign off by CMT
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Audit Inspection 29th September - 3rd October
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IMAGINE……
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Team Plymouth ‘Imagine’ exercise…….
Excellent customer service - customer experience
Excellent customer service - staff experience
Share your good news!
Make a pledge…..
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From this point forward….
Our commitment to you; We will use your input and keep in contact
Your commitment to the customer; Deliver what you have pledged to do Review your web and complaints information
to improve your services Raise awareness of the inspection across your
team