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

 

Bad Day For Rope: Donaghys Job Losses Another Blow To Dunedin

The loss of 30 jobs from Donaghys rope and twine factory is yet another blow to the people and economy of Dunedin, says Dunedin South Labour MP Clare Curran. More>>

ALSO:

Oil: 2014 New Zealand Petroleum Summit

Simon Bridges: Our abundance of energy and minerals resources provides us with unique opportunities to build the New Zealand economy.

Over the past three years the Government has made significant changes to how the sector is regulated. More>>

ALSO:

WWF Report: Solutions In Reach; World Biodiversity Suffers Major Decline

Global wildlife populations have declined by more than half in just 40 years as measured in WWF's Living Planet Report 2014. Wildlife's continued decline highlights the need for sustainable solutions to heal the planet... More>>

ALSO:

Scoop Business: NZ Dollar Catches Breath After "Goldilocks" Slump

The New Zealand dollar edged up following its dramatic slump yesterday after the Reserve Bank confirmed speculation it intervened in the currency market last month and PM John Key suggested a “Goldilocks” level far lower than at present. More>>

ALSO:

Biosecurity: Kiwifruit Claim To Hold Officials Accountable For Psa

Kiwifruit growers have joined forces to hold Biosecurity NZ accountable in the courts for its negligence in allowing 2010’s Psa outbreak that devastated New Zealand’s kiwifruit industry and exports. Foundation claimants representing well ... More>>

ALSO:

Poison: Anglers Advised Not To Eat Trout In 1080 Areas

With the fishing season opening in just a few days (1 October 2014), anglers are being warned by the Department of Conservation(DOC) not to eat trout from pristine backcountry waters and their downstream catchments, where the department is conducting 1080 poisoning operations. 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