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

 

Scoop Business: RBNZ Keeps OCR At 3.5%, Signals Slower Pace Of Future Hikes

Reserve Bank governor Graeme Wheeler kept the official cash rate at 3.5 percent and signalled he won’t be as aggressive with future rate hikes as previously thought as inflation remains tamer than expected. The kiwi dollar fell to a seven-month low. More>>

ALSO:

Weather: Dry Spells Take Hold In South Island

Many areas in the South Island are tracking towards record dry spells as relatively warm, dry weather that began in mid-August continues... for some South Island places, the current period of fine weather is quite rare. More>>

ALSO:

Scoop Business: Productivity Commission To Look At Housing Land Supply

The Productivity Commission is to expand on its housing affordability report with an investigation into improving land supply and development capacity, particularly in areas with strong population growth. More>>

ALSO:

Forestry: Man Charged After 2013 Death

Levin Police have arrested and charged a man with manslaughter in relation to the death of Lincoln Kidd who was killed during a tree felling operation on 19 December 2013. More>>

ALSO:

Smells Like Justice: Dairy Company Fined Over Odour

Dairy company fined over odour Dairy supply company Open Country Dairy Limited has been convicted and fined more than $35,000 for discharging objectionable odour from its Waharoa factory at the time of last year’s ”spring flush” when milk supply was high. More>>

Scoop Business: Dairy Product Prices Decline To Lowest Since July 2012

Dairy product prices dropped to the lowest level since July 2012 in the latest GlobalDairyTrade auction, led by a slump in rennet casein and butter milk powder. More>>

ALSO:

SOE Results: TVNZ Lifts Annual Profit 25% On Flat Ad Revenue, Quits Igloo

Television New Zealand, the state-owned broadcaster, lifted annual profit 25 percent, ahead of forecast and despite a dip in advertising revenue, while quitting its stake in the pay-TV Igloo joint venture with Sky Network Television. More>>

ALSO:

Get More From Scoop

 
 
Computer Power Plus

Standards New Zealand

Standards New Zealand

Mosh Social Media
 
 
 
 
 
 
 
 
Business
Search Scoop  
 
 
Powered by Vodafone
NZ independent news