It's a Culture Thing: The challenge of change - customer service in local government

Publication date

19 September 2009

Authors

Katrina Ritters, Howard Davis, John Mawson and Mike Tricker - The Local Government Centre, Warwick Business School.

The report examines the nature and development of customer service approaches in local government in the UK. With customer service and citizen engagement enjoying a high profile in local authorities, the report shows how strong customer service policies can help councils perform against external inspection criteria and performance indicators.

The report contains examples of how customer service is beginning to be seen as a function in its own right: helping to deliver wider access, improved responsiveness, a better understanding of citizen and customer preferences and a more consistent response to customer contacts.

As the result of in-depth interviews with executives in ten local authorities in England, Wales and Scotland, the report presents examples of innovative ways in which services are being improved.

The report concludes that the customer and citizen focused council is likely to be one that:

• is driven by a thorough understanding of local needs and preferences
• puts users and citizens at the heart of its thinking on service development and delivery
• has a clear view of what it is able to deliver and communicates it well
• is capable of embracing new techniques and ways of working
• and is open to change.

The report is available in pdf format and is free to ICS members (please login before purchasing).