Customer service and quality management
Putting citizens at the heart of services offers the chance to re-shape how public services are designed and delivered…
Governance International helps you to deliver 'customer first' public services by re-designing them around customers' needs. This means gaining better insights into the communities which public agencies are serving, setting challenging targets for improvement of customer service, developing a learning and improvement culture based on sound self-assessment, and putting rigorous quality assurance systems in place.
Our approach supports the SMILETIME principles of customer service:
Standards which are consistent and assured
Meeting holistic needs as defined by users and citizens
Integrated and joined up
Low burden on service users
Easy to access
Timely
Innovative and learning from revealing experience elsewhere
Manage for quality outcomes, not just for quality processes
Efficient in the use of public resources
Agencies providing public services also need to improve their performance both in terms of the expectations of their stakeholders but also in terms of the targets set for them by government, inspectorates and auditors, and by external performance management systems such as the new National Indicators in the UK.
The Governance International team has a strong track record, built up over eight years, in:
- Developing and facilitating tailor-made training courses which give public officers an overview of the latest thinking, tools and techniques in customer care and service improvement
- Providing consultancy on how to develop and use service charters
- Providing consultancy on how to use the Balanced Scorecard and other performance management tools for customer service and performance improvement
- Assessing levels of user and citizen satisfaction through market research surveys, customer insight techniques, and qualitative focus group research programmes