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Local Government: A move towards a more actionable approach to
measuring and managing service quality
Local councils are emerging from an old paradigm of
an “annual residents’ survey”, towards a need for more a cost-effective
and actionable approach to measuring and managing service quality.
CTMA founder Paul Linnell explains, “Local councils have a
serious challenge to manage costs, and at the same time, satisfy
the needs, and growing expectations, of residents, ratepayers
and businesses. In fact, I don’t believe any other industry can
come close to the sheer range of services, and complexity of
delivery processes, involved in local government”.
“On top of this, many councils are also facing
structural change, growth, outsourcing and integration - all
activities that place additional pressure on council management and
can increase the risk of potential service failure”.
He explains that what local government needs is a customer feedback
framework that will actively support a commitment to continuous
improvement, help to reduce wasted costs, identify service failures
and improve the effectiveness of internally and externally resourced
service delivery processes.
Linnell, who has more than ten years experience working with local
government in New Zealand, also highlights the benefits to councils
of taking a more actionable approach to collecting and reporting
customer feedback. Describing one example in detail Linnell
explained: “Driven by ongoing customer feedback, service
improvements at the council led directly to a 10% improvement in
customer satisfaction and support, a reduction in problems
experience by customers, and a significant reduction in wasted costs
- including a significant 13% reduction in service-request
These potential savings and service improvements will be discussed
as part of a cemNZ hosted workshop specifically designed to help
councils that are working hard to manage and improve customer
“Defining a council-wide strategy for measuring and managing service
quality” is to be held on 25th February at Auckland’s Vector Arena.
For more information about this workshop, a downloadable brochure
and registration details, please visit the following link:
About CTMA New Zealand Ltd.
CTMA is a service quality improvement firm that provides
a range of consulting and research services to help organisations build
loyalty and advocacy by improving service to customers. CTMA works with
organisations to develop cost-effective measurement tools to monitor and
support the ongoing management of customer processes. In addition to its
client-specific services, CTMA conducts customer service benchmarking
and best-practice studies to help public and private sector
organisations improve the effectiveness of their customer relationship
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