King's Lynn and West Norfolk Council uses GovMetric
to....put the Voice of the Customer at the heart of council
strategy
King's Lynn council have been enthusiastic users of GovMetric
for several years, with the intial procurement having been lead by
the Customer Contact Centre and a very high level of staff support
and engagement with the service achieved. Amongst many
improvements made as a result of customer input, below are some
examples of the way GovMetric has helped them to place the customer
at the centre of service delivery, and which won them our 2009
Service Excellence award:
- Incorporating the Voice of the Customer into business planning.
For example, developing a business case for better resourcing of
the council's website, plus clarity around ownership and additional
investment in functionality which would assist them in better
meeting customer requirements and achieving channel migration
- Planning for waste & recycling service demand using
GovMetric's volume demand statistics, to ensure that predictable
peaks in demand were catered for
- GovMetric played a key role in defining a strategy to promote
Leisure Cards and membership of the council's Bodyworks fitness
facility. At the start of the project, the strategy was to place
minimal information on the Council website, with the expectation
that this would result in the need for the customer to ring to find
out more, thus providing staff with the opportunity to sign the
customer up for a card. However, the customer service team gathered
feedback from GovMetric to demonstrate that the behaviour that most
customers were actually demonstrating was to look to another
service provider for their leisure requirement and to actually
register dissatisfaction with the service. Using this data, the
customer service team were able to influence a change in strategy
to meet customer needs and to improve take up of the leisure
services.
'GovMetric was identified as an excellent solution and
it is fair to say we have not looked back since'
Honor Howell, Council Information Centre Manager
To find out more contact Kate at kate.rose@govmetric.com