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.

ends

© Scoop Media

 
 
 
 
 
Business Headlines | Sci-Tech Headlines

 

Season Ends: Is Whitebaiting Sustainable?

The whitebait fry - considered a delicacy by many - are the juveniles of five species of galaxiid, four of which are considered threatened or declining. The SMC asked freshwater experts for their views on the sustainability of the whitebait fishery and whether we're doing enough to monitor the five species of galaxiid that make up whitebait. More>>

ALSO:

Crown Accounts: Smaller-Than-Expected Four-Month Deficit

The New Zealand government's accounts recorded a smaller-than-forecast deficit in the first four months of the fiscal year on a higher-than-expected inflow of corporate and goods and services tax. More>>

ALSO:

On For Christmas: KiwiRail Ferries Back In Full Operation After Quake

KiwiRail’s Interislander ferries are back in full operation for the first time since the Kaikoura earthquake, with the railspan that allows rail wagons to be loaded on the Aratere now restored. More>>

ALSO:

Comerce Commission Investigation: Prosecutions Over Steel Mesh Labelling

Steel & Tube Holdings, along with two other companies, will be prosecuted by the Commerce Commission following the regulator's investigation into seismic steel mesh, while Fletcher Building's steel division has been given a warning. More>>

ALSO:

Wine: 20% Of Marlborough Storage Tanks Damaged By Quake

An estimated 20 percent of wine storage tanks in the Marlborough region, the country’s largest wine producing area, have been damaged by the impact of the recent Kaikoura earthquake. More>>

ALSO:

ACC: Levy Recommendations For 2017 – 2019 Period

• For car owners, a 13% reduction in the average Motor Vehicle levy • For businesses, a 10% reduction in the average Work levy, and changes to workplace safety incentive products • For employees, due to an increase in claims volumes and costs, a 3% increase in the Earners’ levy. More>>

Women's Affairs: Government Accepts Recommendations On Pay Equity

The Government will update the Equal Pay Act and amend the Employment Relations Act to implement recommendations of the Joint Working Group on Pay Equity. More>>

ALSO:

Get More From Scoop

 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news