Nottinghamshire County Council uses GovMetric to improve
support resources based on staff feedback
Nottinghamshire County Council has been making frontline
improvements using GovMetric across its Customer Services areas and
on its website. However, the business also saw that there was
further potential by capturing feedback from staff on
its corporate support services.
Recognising that the intranet is a strategic tool and, with the
right approach, can also deliver efficiency savings and reduce
waste contact, the council now uses GovMetric on its Corporate
Resources intranet pages covering a wide variety of support
resources such as HR information for managers, IT services and the
Finance department. The IT department saw further potential
for GovMetric - by measuring staff's view of the performance of the
IT Service Desk in resolving issues and responding to IT
requests.
Now, the Corporate Resources directorate is able to make key
changes to internal delivery of services and derive a variety of
benefits:
- Embed the intranet as a strategic tool to
staff - with the senior management confident in the
knowledge that it is being changed to meet the needs of staff
through understanding their own feedback
- Gain efficiency savings - improving the
intranet in line with internal customer feedback results in a tool
that staff are confident will meet their needs. They no
longer will need to ring HR, IT, etc to speak to someone as they
now trust a more efficient tool: the intranet
- Change relationships and build trust - the IT
Service Desk is able to change its perception among staff to one
that delivers a service built around the customers' (staff) needs
as it uses direct feedback to change its friendliness to staff,
responsiveness and accuracy in resolving requests and faults
- Creating a feedback culture internally -
GovMetric is credited with creating a genuine feedback culture
within the business - internally and externally - and won the much
sought after GovMetric Innovation award!
"We aim to provide information to
employees that is valuable, enabling them to do their jobs
efficiently and effectively, using information available
on the intranet to make informed business decisions. GovMetric is
invaluable when developing intranet content and the service
delivered by the ICT Service Desk." Moira Whelan, Business
Improvement Manager, Nottinghamshire County Council
To find out more contact
GovMetric.
