This month, we dive into Housing Ombudsman's latest insights, looking into complaints within Greater London and reflect on the Public Sector Complaint Handling Conference.
We also explore Staffordshire County Council's CX news and how they reduced their survey response analysis time by 90%.
Let's jump right in 👇
Do Public Sector organisations need to inspect their complaint culture and change the existing processes? What's the latest info on the costs of complaint handling?
We reflect on last week's Public Sector Complaint Handling Conference in our latest blog.
The Housing Ombudsman has published a new report on complaints in Greater London. In 2023-24, 47% of the cases the Ombudsman handled came from London residents.
This is high, considering only about one in six homes under the Ombudsman are in Greater London. No other area in England has such a large difference between the number of social homes and the number of complaints.
Maladministration rates are higher in areas with more complex services. However, with effective upstream and downstream management, we have observed that organisations can significantly reduce the cost of complaints, the number of cases reaching the Ombudsman, and the related fines as well as increasing tenant satisfaction. We talk more about that here.
✨GovMetric Spotlight
Learn how Staffordshire County Council is using an organisation-wide approach to Customer Experience and service improvement.
GovMetric CX allows the Council to gather metrics across multiple feedback points within services such as Highways, Social Care, and Registration Services as well as capture staff feedback with the introduction of their Employee Satisfaction Score.
The People Services team at the Council were able to:
✅ Reduce the analysis time resulting in a 90% improvement.
✅ Improve the accuracy of reporting by minimising human error.
For other teams key benefits were:
✅Continuous service improvement based on real time citizen data.
✅Increased citizen survey response rates (25%+)
Read the full story here: https://www.govmetric.com/customer-story-staffordshire
Day out in Staffordshire
Special thanks to Emily Doorbar from Staffordshire County Council for hosting our team for the day!
It’s always a pleasure to visit our customers in person and gain an even deeper understanding of their day-to-day needs and operations. GovMetric was built in partnership with Local Government and we always value opportunities for collaboration and learning!
🎫Meet us live (and online)!
Come and say hi to us live. Events we will be sponsoring/exhibiting at:
26th of September: LocalGovCamp24 (Birmingham)
*Free entry available via the link above for LocalGov employees.
17th of October: Solace Summit (Manchester)
22nd of October: LGA 2024 (Harrogate)
Find more events here.
Book Recommendation
Cost to Serve Analytics: Strategise for success: A practical roadmap for customer service efficiency by J E McNish.
This is a practical guide on how organisations can use data to improve their operations with the main focus on reducing costs and enhancing value by quantifying the expenses associated with delivering services to customers. The strategies discussed are particularly relevant as more organisations adopt digital transformation. Most importantly, the book provides valuable insights, practical examples, and ready-to-use templates, guiding you to uncover true service delivery costs, optimise resources, and implement evidence-based strategies for improved efficiency and profitability.
If you would like to discover some of our Customer Stories, highlighting real-world customer experience transformations within the public sector, click below.
Karolis Duoba is the Marketing Manager at GovMetric, home of the leading Citizen Experience Management solution for the public sector.
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