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With thousands of service requests received each month, the
challenge for local councils is to ensure that the many
processes for capturing, responding and actioning these
requests are effectively managed to produce a satisfactory
outcome for both customer and council. Two attributes of
local council services make this challenge all the more
demanding:
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Firstly, the sheer range
and complexity of issues that come under their
responsibility.
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Secondly, the rising
trend to outsource service delivery is making the
management of the end-to-end process more complex,
placing responsibility for managing service quality
outside the council and into the hands of
commercially-driven organisations.
Despite such a wide range of
services (and each often supported by diverse teams of
internal staff and external contractors) many councils only
receive a single, annual, department-level assessment of
customer satisfaction. To place more control in the
hands of the council, CTMA has been working with a number of
local authorities to build structured customer feedback into
their service quality improvement programmes. This has
helped them to reduce wasted costs, identify service
failures and improve the effectiveness of their internally
and externally resourced service delivery processes.
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