GovMetric is a service that enables local authorities to understand both the
quantity and quality of customer service delivery across their primary access
channels, 24 hours a day, seven days a week. Every individual customer contact
can be captured, measured and reviewed using the comprehensive online GovMetric
Reporting Suite.
Quality Measurement
The quality of customer interactions is measured through the innovative use of
new interfaces. The standard GovMetric implementation includes:
- Hardwearing, easy-to-use touchscreens and kiosks for the face to face channel
which use GovMetrics smiley faces to solicit customer feedback.
- Quick and straightforward touch-tone system for the telephone channel.
- A web snippet that is incorporated into your web site to place the GovMetric
smiley faces on all or selected pages to solicit customer feedback.
- Postcards to use with postal communications or home visits.
- A 'signature' that can be added to e-mails to solicit feedback.
Other channels such as email and post can be added if required.
Quantity Measurement
The quantity of customer interactions is captured through your existing systems
or through a data capture system provided as part of GovMetric. The GovMetric
service can integrate to:
- Queuing systems and/or the CRM system for the face to face channel.
- PABX, call logger, ACD and/or the CRM system for the telephone channel.
- Web server log files for the web channel.
- CRM systems for post and e-mail channels.
GovMetric Reporting Suite
The GovMetric Reporting Suite is a comprehensive online tool allowing easy
access to your data wherever and whenever it is needed. The reporting provides
the opportunity to either see a quick overview of customer satisfaction with
your authority or the capability to drill down into the detail of the
information and understand how individual services or channels are performing.
GovMetric is also expandable with additional reporting capabilities such as
viewing socio-economic data or equalities information; it can also support
additional data capture and integration such as that required by NI 14 or NI
179.