ICS Touchstone is a tool designed to enhance your organisation’s communications with its customers and is now available for use by Council members of ICS in the public sector.
Originally conceived by the Institute's Public Services Team, ICS Touchstone was first developed by the ICS FuturesPanel and subsequently refined and tested 'live' by the Lincolnshire ICS Forum.
Touchstone's principal aim is to enhance the customer dialogue. It is not designed to compare organisations across the country nor is it about performance indicators – it's about how the customer feels!
Touchstone starts from a 'value system': the core elements – honesty, attitude, knowledge and commitment – are qualities that customers can easily identify with. Touchstone frames statements about the service the customer receives under these four core elements.
Those who piloted Touchstone found it:
"… a simple yet effective method of assessing the effects your actions have in relation to your customers' experience of dealing with you."
And staff who conducted the survey found:
"the questions easy to ask and … recommend that users of the framework see the questions as prompts to further develop conversations with customers."
ICS Touchstone is a way to establish a meaningful dialogue with the customer and, in the longer-term, is all about keeping that conversation going!
More information can be found in our Touchstone leaflet or by contacting ICS on 01206 571716.