Southend-on-Sea Borough Council win GovMetric's 'Council
of the Year' award
Following our call for case studies highlighting usage of
GovMetric data that really makes a difference to councils and their
customers, Southend-on-Sea Borough Council have been named as
our Council of the Year. The overall competition was very strong,
but Southend's winning entry showed how they were really maximising
the use of GovMetric to drive real changes in areas as diverse as
efficiencies, first time resolution and staff appraisal and
empowerment - combined with a real dedication to ensuring that
customers remain engaged with GovMetric and the idea of continuous
feedback.
GovMetric forms a key part of Southend's " Voice of the
Customer" programme, which also incorporates customer journey
mapping, demographic profiling, mystery shopping and complaints
handling. Some of the key areas where they've used GovMetric data
in the last year include:
- Channel shift - identifying and actioning opportunities to
provide great service via their website.
- Increasing the scope of the Customer Service centre by bringing
in additional services.
- Understanding customers' likes and dislikes on different access
channels.
- Defining what staff need to empower them for achieving a high
level of first point of contact resolution.
- Southend also use the GovMetric NI14 module and have embarked
on several transformation projects as a result of issues identified
with avoidable contact.
Kate Rose, Southend's Account Manager, said "We have all been
very impressed with the thorough and innovative way that Southend
have embraced the challenge of customer-led transformation through
GovMetric. It's a real tribute to the quality of the
organisation and its leadership that staff at all levels have
proved so positive about engaging with their customers, and that
such a lot of real change has been achieved in a year. I'm
absolutely delighted that they have won this award."
If you would like to find out more, please contact Kate at kate.rose@govmetric.com
