As we highlighted in a previous post, the value delivered by public services is often opaque. As result, a rationale or ‘story’ needs to exist to justify the provision of funding for the public service provider. Every now and again, this rationale is put in the spotlight and re-examined by actors and events outside the control of the public service provider. For example, when a high-profile
How much is that…
...doggy in the window (Woof! Woof!) The one with the waggley tail (you'll be humming that for the remainder of the day now, won't you). Our focus in this post, though, is not on cuddly canines, rather it's on the value of public services. Unlike private service whose value is often determined by whether they are profitable or not (in other words, do they generate more revenue than it costs to
Can you afford not to?
From Niyi Ogunbiyi, (Director, Change Enablers Ltd) In our previous post, we made the case that public service providers needed to do more than simply measure customer satisfaction metrics. In order to understand why customers are satisfied or otherwise, it is necessary to understand the end-to-end service delivery lifecycle and to that end we introduced the “Service Excellence Capability
Beyond Customer Service Performance Measurement…
In our last post we shared some performance measurement thoughts by Cory Fleming 311/CRM Program Director, ICMA, on local government customer services. A number of suggestions were proffered - Organizational Knowledge Tests, "Secret Shopper” Evaluations, Customer Service Innovations and Citizen Satisfaction Surveys. These suggestions are a good start, and credit must be given to public service
Customer Service Performance Measures for Sustainable Communities
From ICMA Center For Sustainable Communities (Cory Fleming 311/CRM Program Director, ICMA) This past Wednesday (November 20), I led an online discussion on “Building Customer Service into Local Government.” One participant came up with a great but challenging question – what performance measures do you use to evaluate customer service? I suggested customer surveys and comments cards, but I
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