This was a programme of customer service transformation – including the construction of a customer service centre, inculcating a customer culture, and enhancing the skills of the customer service staff. This was achieved in six months with the Council having achieved its efficiency and customer service targets in the first year.
The Judges said:This was a highly transferable total transformation of the Council’s public-facing services. It blends digital transformation culture change, and skill/knowledge-based development into a story with a particularly compelling before and after. To take just one example – before the transformation one customer query in five was answered at first contact with the Council, after the transformation four in five are.
