Issue 8 | January 2007
Improving The Customer’s Experience – A new partnership between central and local government for the 21st Century
Reforming local authorities has been key on the Government’s agenda, in particular rebuilding services round the needs of their customers. Steadily a stronger consumer culture has increased the demand for good quality services with customers expecting greater choice, responsiveness, accessibility and flexibility.
Sir Michael Lyons’ paper, tasked in 2004 with looking into the challenges faced by local governement, will soon publish his paper which will set out his recommendations. He is likely to argue for a system of local government for the 21st century that can manage increasing pressures on public expenditure, increase customer satisfaction and build more prosperous communities. Greater local choice, not more central control, is needed to achieve this. He is also likely to argue that local government should be given greater freedom to 'place-shape' - where local government takes responsibility for the well-being of an area and the people who live there, promoting their interests and their future. It is likely there will be a call to develop a system of government which best meets the needs of citizens and the challenges of the future, within the resources available. (To find out more about the imminent report, visit www.lyonsinquiry.org.uk)
Customer First UK recently attended the GovNet Local Government Conference to help influence the Paper’s recommendations and, in particular, to promote the use of Customer First – the National Standard for Customer Service - as a practical approach to developing customer focused local authorities. This is based on the experience of over 20 local authorities across the UK who have committed to achieving the Standard, which has supported them to:
- better understand the needs of their customers
- develop services based on their customers’ needs
- achieve organisational improvements
- manage stakeholder relationships
- improve staff motivation
To find out more about the impact that Customer First has had on local authorities read the Bexley Council Case Study in this newsletter, or click here.
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i | www.customerfirst.org
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© Customer First 2007.
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