Posted by Whistler 250 words
Lancing Farrell has written an engaging essay that reveals many home-truths in customer service in local government. It is a bit on the long side but worth the effort to read. I have a few comments to make about what I think you can do to act on the ideas.
To begin, make a list of the services offered and who can receive them. Some councils call this a service catalogue. It doesn’t matter what you call it, make it. Once you have this list your strategy is becoming explicit. The choices made in developing the list reflect the strategy of the organisation in delivering services. For many councils, this will formalise custom and practice.
Next, re-design the systems for customer service so that there are fewer escalations and fewer requests channelled through councillors. It is expensive to handle normal service requests through a ‘councillor request’ system that has been designed to provide high level information to support councillors in decision making. Improve website information, online payment, and online service requests. Manage expectations and make services as convenient as possible.
Then, train and support Customer Service Officers in understanding the different capacities in which people present and to separate (and manage) private and public value expectations. This is easier than it sounds. Telephony companies do something similar when they train customer service staff to identify different customer types and to then treat them differently according to their characteristics. They even have special names for each type of customer.
Lastly, re-design services to ensure customers get what they need and that the value is visible.