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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.

“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 call-handling demand”.

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 experiences.

“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:

http://www.ctmaworld.com/Workshops.htm#LG

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 strategies.