If you are responsible for measuring your councils performance against targets
then it is essential that you have an accurate view of customer satisfaction
over the measurement period to provide a customer view of performance
improvement.
It is also important to be able to understand the root cause of performance
problems, not just a high level performance figure. Government measures such as
NI 14 and NI 179 only require the reporting of a final figure – they do not
require any supporting detail. However it is exactly this supporting detail that
is required if you are to analyse performance and target improvement activities.
GovMetric helps you to address all of these issues. By measuring customer
satisfaction, at the point of contact, on all channels and for all services,
GovMetric builds up a complete picture of how your council performs, in the eyes
of your customers.
This picture helps you establish base line performance from which the effects of
cost reduction activities or service improvement strategies can be measured. It
also provides you with the data required to implement channel migration
strategies while maintaining levels of customer satisfaction.
GovMetric also gives you mechanisms to simplify the gathering and reporting of
data to central government on National Indicators such as NI 14 and NI 179 – both
of which revolve around managing and reducing costs while monitoring and
maintaining customer satisfaction.