Karolis Duoba
- Jan 16
- 2 min read

Edinburgh Council improves citizen feedback response from 1% to 10%! 🚀

Greetings from GovMetric! 🌟 We hope that your 2024 is off to a great start.

In our January's blog we are featuring a customer story from The City of Edinburgh Council as well as welcoming new customers to GovMetric and exploring what is needed for a public sector reform.

Moreover, we are kick-starting the New Year with a brand-new intro video introducing CaseTracker, the comprehensive complaint management software tailored for the public sector.

Click below to discover how CaseTracker can transform your organisation's approach to customer interactions, providing a comprehensive solution from capture to improvement. 💡📈

Customer Spotlight

The City of Edinburgh Council

Learn how The City of Edinburgh Council increased their citizen feedback response rate from 1% to 10%. 🚀

When talking to Daryl Motion, the Change & Delivery Officer at the Council, we were intrigued to find that one of the features of our platform that stands out to the team is "automated alerts". This feature allows the Council to automatically send positive comments to the customer success team in real-time, ensuring due credit for their efforts.

We couldn't be more thrilled to hear that GovMetric CX has a part in boosting the morale of local government employees. 🌟

Read the full customer story below to learn about what we've been working on with Edinburgh.

Sector News

What is needed for a public sector reform? A report by IPPR.

The next government will inherit one of the most challenging contexts in terms of public services of any new government since the second world war.

This recent report by IPPR sets the stage for road towards delivering better public services in 2024 and beyond.

The spotlight falls on the essential three P's of public service reform: prevention, personalisation, and productivity. In the world of citizen experience, where demand is on the rise, failure demand looms, and expectations are soaring, these three focal points are the most important drivers for transformative initiatives.

Explore the publication here.

Welcome to GovMetric

🌟 We would like to give a warm welcome to London Borough of Redbridge and Vision RCL. We're thrilled to embark on the Customer Experience journey together!

Book Recommendation

As we step into a new year, Simon Sinek's "Start with WHY" offers valuable insights and prompts us to contemplate our purpose and motivations.

Highlighting the significance of aligning our actions with a clear sense of purpose, the book lays the groundwork for meaningful resolutions, innovative pursuits, and ongoing success in the coming year.

In this book, Simon shows that the leaders who’ve had the greatest influence in the world all think, act, and communicate the same way—and it’s the opposite of what everyone else does. And it all starts with WHY.

If you would like to discover some of our Customer Stories, highlighting real-world customer experience transformations within the public sector, click below.