Your staff represent a huge pool of knowledge on the way you deal with your
customers and run your business. Making it quick and easy for them to provide
this insight as they interact with your customers and each other is vital.
Listening to what your staff think and acting on their feedback should be one of
the easiest and most cost effective ways of gaining Customer Insight. But all
too often the value of this feedback is lost – perhaps because it fails to reach
the right person in the organisation, or because by the time someone acts on it
an opportunity has been lost. Or perhaps the only current means to provide
feedback is time consuming and doesn’t fit well with the other pressures your
staff are under.
How Does GovMetric:Serve Work?
GovMetric:Serve makes it easy to capture staff feedback and manage the process
of understanding and acting on the information.
Quick to Implement
Implementing GovMetric:Serve is simple. Your staff log into our GovMetric system
via our website and the GovMetric:Serve application is immediately available to
them for the rest of the day. Whenever an issue occurs which needs escalation
they quickly enter the relevant information into the system and save it –
another useful piece of information is captured rather than lost forever.
Privacy and Anonymity
Assuring staff that feedback can be kept confidential where appropriate is an
important part of their acceptance of any feedback system. GovMetric:Serve has
two levels of confidentiality that can be set by the user for each issue raised:
The ‘Private’ flag ensures that any feedback is not visible to other staff. The
‘Anonymous’ flag ensures that the name or identity of the staff member giving
feedback is not retained on the system and is not visible to any manager or
member of staff.
Capturing the information is only part of the solution. Making sure somebody
owns the issue and that it is tracked through to resolution is vitally important
– both to capitalise on the information gathered but also to make staff feel
that their feedback is being acted upon. The information provided through the
staff feedback form is initially allocated to a nominated overall manager. This
manager can review outstanding issues and can either manage the issue themselves
or can allocate it to whoever is best placed to resolve or comment.
Issue Resolution
The issue can be tracked through any sequence of owners until it is successfully
closed. No issue can be accidentally lost or ignored – the current owner is
regularly reminded of outstanding issues through brief emails and the overall
manager can view all issues, their status, history and current owner.
Keeping People Updated
Ensuring everyone can see what issues have been raised and that progress on
resolution is happening is key to making staff feedback continuous and valued.
To assist with this a simple view of issues and their status is available to all
staff.
As well as viewing issues through the issue tracking system, a dashboard report
provides a management view of open and outstanding issues.