 |
Nottinghamshire
County Council: The only way is up!
Nottinghamshire County Council have some excellent examples of
staff motivational work to positively encourage staff to engage
with customers and to raise the profile and awareness of GovMetric
in their call centre. Responding to feedback has always been their
top priority and using this insight, through very challenging
times, continues to drive a more customer focused service.
Click
here to view the case study.
|
 |
Southend-on-Sea
Borough Council: Improving Take Up
The Southend-on-Sea Customer Services Centre combined the
ability for GovMetric to provide in-depth analysis in a quick
simple manner, with intelligent application of this analysis in
order to change their customer-facing resourcing and increase
customer satisfaction.
Click
here to view the case study.
|
|
|
Hambleton
District Council: The Feedback Loop
Hambleton District Council have introduced several processes in
order to complete the customer feedback loop, both internally and
with customers. They have actively resolved to encourage the flow
of customer insight throughout their organisation and have already
seen some tangible results.
Click here to view
the case study.
|
|
|
Plymouth
City Council: Utilising citizen commentary
Plymouth City Council (PCC) have demonstrated a really customer
focussed approach to using citizen commentary as a main driver for
transformation in their organisation. They put together a fantastic
video to demonstrate how they do this. The video captures the
journey of customer feedback, from originating customer to delivery
of service improvement.
Click
here to view the case study.
|
|
|
King's
Lynn & West Norfolk: Using GovMetric to optimise cheaper access
channels
This council was meeting its performance indicators and, from a
quantitative perspective, knew it was delivering a good service.
However they wanted to measure the qualitative aspect of their
service. What did customers think of the service? How could it be
measured simply and effectively, without being resource intensive.
They wanted the insight to inform service strategies across all
access channels.
Click here
to view the case study.
|
|
|
Nottinghamshire County
Council: Using GovMetric to listen to staff
Nottinghamshire County Council had been enjoying the benefits of
GovMetric as a customer feedback tool for some time when they
decided to take the innovative step of using it to capture the
views of their internal customers - their staff. This simple move
has led to increased staff involvement and internal efficiencies.
It has also helped the council benefit from the experience and
ideas of staff to improve support services.
Click here to
view the case study.
|
|
|
Southend-on-Sea
Borough Council: Using GovMetric to reduce Avoidable
Contact
This council's application of GovMetric to identify avoidable
contact clearly demonstrates the power of 'actionable insight' .
They have identified specific examples of avoidable contact and,
using customer comments, have been able to make simple changes that
have demonstrated to customers that they are being listened to -
whilst also reducing costs for the council.
Click
here to view the case study.
|
|
|
King's Lynn
& West Norfolk: Using GovMetric to make informed
decisions
The Leisure and Tourism department at Kings Lynn & West
Norfolk Council used website feedback to change the strategy on the
promotion of the Bodyworks Facility and Leisure Cards. Listening to
the voice of the customer via GovMetric led to changes that saw
sales of gym memberships rise whilst increasing customer
satisfaction.
Click
here to view the case study.
|
|
|
East
Herts Council: Using GovMetric to make efficiency
savings
Most organisations are aware that there are potential efficiency
savings that can be made in service provision, but many lack data
which helps them know where to start. East Hertfordshire District
Council chose GovMetric as the tool that would identify areas and
causes of inefficiency and help them prioritise transformation
projects. Their first project, in the Parking service, allowed them
to create a solution that would lead to a saving of 844 hours per
year of staff time.
Click
here to view the case study.
|
|
|
Plymouth City
Council: Embedding the Voice of the Customer
Customer feedback is part of the culture at Plymouth City
Council. GovMetric forms part of many of the council's business
processes. This focus on the customer has led to recognition from a
variety of stakeholders and includes the council achieving Customer
Service Excellence accreditation.
Click here to view the
case study.
|
|
|
Southend-on-Sea
Borough Council: Service Excellence
The Southend-on-Sea Customer Services Centre combined the
ability for GovMetric to provide in-depth analysis in a quick
simple manner, with intelligent application of this analysis in
order to change their customer-facing resourcing and increase
customer satisfaction.
Click
here to view the case study.
|
|
|
King's Lynn
& West Norfolk: Using GovMetric to listen &
learn
King's Lynn & West Norfolk Council, like many councils, has
experienced an increased benefits caseload brought on by the
recession. Their use of GovMetric meant that they were able to
quantify the increased demand, along with evidence of the negative
effect this was having on customer service. This evidence helped
the Council take action to adapt and succeed.
Click here to
view the case study.
|
|
|
Listening to the Voice of the Customer in a crisis
Cumbria had to deal with increased customer demand &
stretched resources. Read about how listening to customer feedback
let them turn a crisis into success.
|
|
|
Channel Migration
based on customer feedback
GovMetric helps South Tyneside Council to slash average
transaction costs by 58%
|
|
|
Service Excellence through customer feedback
GovMetric supports service excellence at Waltham Forest District
Council
|
|
|
Aligning
resources & impressing customers
Milton Keynes used GovMetric to help them decide on the most
efficient use of resources
|
|
|
Transforming service by
putting the residents at the heart of the business
Stafford and Rural Homes have been able to deliver excellent
customer services through acting on reports generated by
GovMetric.
|