17 November 2014

Improving Local Government’s customer experience

Start by seeing how your people manage complaints…


Organisations in both the private and public sectors are continually on the lookout for new ways to balance the challenge of improving customer service whilst containing, or reducing, costs.

Whether the pressure comes from customer feedback, outside organisations, elected politicians or budget changes, it’s clear that Local Government faces constant demands to keep the standards of services high and demonstrate good value for taxpayers’ money.

Customers’ expectations are continually re-set by higher and higher benchmarks. As consumers, we encounter customer service every day and each good experience we have raises the bar of our perceptions that little bit higher for other organisations to reach.

The public sector faces three extra challenges alongside this tide of rising expectation:
  1. Customers can’t usually choose to go somewhere else for their services
  2. Services may be subject to legislative procedures and processes
  3. Councils can’t choose not to provide services to unprofitable customers.
So how does a council raise its game and improve performance when it doesn’t have all the options available that the private sector does?