Skip to content

Local Government

Local Government

Optimise the customer experience in a challenging financial climate

Local authorities are being called on to do a lot more with a lot less. The economic downturn is seeing service demand soar across areas ranging from benefits and housing to economic development. At the same time, 4% year-on-year efficiency savings, the capping of council tax increases and uncertainty about future financial settlements place yet more pressure on your council's budget.

Here are some questions you should be asking now:

  • How do we ensure that customer service remains acceptable in a tighter financial
    environment?
  • Where can we make cuts without seriously impacting service delivery?
  • How can we optimise the effectiveness of cheaper access channels?
  • How can we measure service demand across the board, to ensure capacity remains
    adequate?
  • How can we measure the performance of our outsourced services?

How can GovMetric help?

GovMetric provides a complete view of front line service delivery from your customers'
perspective, by continuously capturing customer demand and customer feedback at the point of contact, across all services and channels.

The benefits of GovMetric include:

  • Near real-time information about where you are under- or over-achieving in terms of the customer experience enables you to optimise service delivery.
  • By monitoring key satisfaction drivers - such as the customer perspective of acceptable wait times - you could find that you are able to reduce the cost of service delivery without significantly impacting service quality.
  • A powerful mix of structured responses and verbatim customer comments enables you to deliver "right first time" service on the lower cost access channels, minimising expensive failure demand and freeing up the capacity needed to deal with increasing volumes of customer requests.
  • Service usage data across all channels enables you to measure and predict future demand and make best use of available resources.
  • Outsourced services become as transparent as services provided in house.

GovMetric in Action:

Cumbria Click here to see how Cumbria County Council used GovMetric to listen to the voice of the customer in a time of crisis