We work alongside your staff, either front of house or in service, to get a real feel for your individual customer needs and the journey they take in accessing your authority in order to understand what can be done to improve the customer experience.
The primary purpose of this assessment is to ensure that not only do you achieve the optimum shape and way of working for a council but also the right size.
By identifying, categorizing and tracking failure demand from customer contact to its source in the organisation we determine the extent of failure demand in the current system and the opportunity to improve services and reduce the size of the council even on the current delivery model.
To download our free factsheet on improving customer service excellence, please fill out the webform below:
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