Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search


Measuring and managing service quality

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.

As co-founder of business group Customer Experience Management New Zealand (cemNZ) Paul Linnell explains, “Local councils have a serious challenge to manage costs, and at the same time, satisfy the needs, and growing expectations, of residents, ratepayers and businesses. In fact, I don’t believe any other industry can come close to the sheer range of services, and complexity of delivery processes, involved in local government”.

“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, whose own company, service-quality improvement firm CTMA New Zealand Ltd, 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.


© Scoop Media

Business Headlines | Sci-Tech Headlines


Postnatal Depression: 'The Thief That Steals Motherhood' - Alison McCulloch

Post-natal depression is a sly and cruel illness, described by one expert as ‘the thief that steals motherhood’, it creeps up on its victims, hiding behind the stress and exhaustion of being a new parent, catching many women unaware and unprepared. More>>


DIY: Kiwi Ingenuity And Masking Tape Saves Chick

Kiwi ingenuity and masking tape has saved a Kiwi chick after its egg was badly damaged endangering the chick's life. The egg was delivered to Kiwi Encounter at Rainbow Springs in Rotorua 14 days ago by a DOC worker with a large hole in its shell and against all odds has just successfully hatched. More>>


Trade: Key To Lead Mission To India; ASEAN FTA Review Announced

Prime Minister John Key will lead a trade delegation to India next week, saying the pursuit of a free trade agreement with the protectionist giant is "the primary reason we're going" but playing down the likelihood of early progress. More>>



MYOB: Digital Signatures Go Live

From today, Inland Revenue will begin accepting “digital signatures”, saving businesses and their accountants a huge amount of administration time and further reducing the need for pen and paper in the workplace. More>>

Oil Searches: Norway's Statoil Quits Reinga Basin

Statoil, the Norwegian state-owned oil company, has given up oil and gas exploration in Northland's Reinga Basin, saying the probably of a find was 'too low'. More>>


Modern Living: Auckland Development Blowouts Reminiscent Of Run Up To GFC

The collapse of property developments in Auckland is "almost groundhog day" to the run-up of the global financial crisis in 2007/2008 as banks refuse to fund projects due to blowouts in construction and labour costs, says John Kensington, the author of KPMG's Financial Institutions Performance Survey. More>>


Health: New Zealand's First ‘No Sugary Drinks’ Logo Unveiled

New Zealand’s first “no sugary drinks logo” has been unveiled at an event in Wellington... It will empower communities around New Zealand to lift their health and wellbeing and send a clear message about the damage caused by too much sugar in our diets. More>>


Get More From Scoop

Search Scoop  
Powered by Vodafone
NZ independent news