express briefing
‘My Council’ Customer Intelligence Jan Britton Chief Executive
Cllr Darren Cooper Leader
Melanie Dudley Director - Improvement and Efficiency
Jan Britton Chief Executive
‘The Customer is always right’ “Sandwell Council has a fantastic resource of residents who need to be encouraged to shape change in their neighbourhoods…”
“My area has cleaned up a lot, more youth activities popping up…” “I have lived in Smethwick all my life and wouldn’t wish to move…”
Purpose of the session Customer intelligence
Using good quality intelligence to drive our business – improving lives, not ticking boxes
Delivering the scorecard
Understanding our customers to deliver our priorities and satisfy need. ‘The customer is always right’
Thinking differently
Involving customers in service design and innovation
Context Changes to public services and finance
Profound changes for public services, including local government, in the way that services can be delivered. And much reduced resources.
Our response • Understanding our customers better • Redesigning our services with fewer resources
Types of customer intelligence
• Feedback from customers • Customer databases • Consultation • Customer segmentation data
Cllr Darren Cooper Leader of the Council
My Council Roadshows We asked our residents…
During the last 12 months has the local area where you live got better or worse, or if it has stayed the same? • 31.5% improved • 53.8% the same • 14.7% worse
Has the local area got better or worse?
More people think we are getting better rather than worse
My Council Roadshows We asked our residents about… • Highways and street lighting • Bin collection • Waste and recycling services • Street Cleansing and Litter Picking • Highways Maintenance (Potholes) • Parks and Open Spaces • School Meals • Council Housing • Sports/Leisure Facilities • School Admissions
• Libraries • Children’s Social Care • Adult Social Care – Meals on Wheels • Adult Social Care – Aids and Adaptations • Burials/Cremations • School Education • Dog Fouling Removal • Registrars • Council Tax • Benefits
Council services with highest ‘net satisfaction’ • • • • • •
Bin collections – 52% Libraries – 50% Burials and cremations – 42% Highways and street lighting – 41% School education – 40% Parks and Open Spaces – 35% Net satisfaction = % of people satisfied minus % of people dissatisfied
Council services with lowest ‘net satisfaction’
• Pot holes – minus 24% • Dog fouling removal – minus 13%
So what are we doing about this? Net satisfaction = % of people satisfied minus % of people dissatisfied
It’s up to YOU to make the difference
• Listen to what our residents are saying • Think quick-wins and long-term goals • Make the best use of the vast amount of intelligence that we have • Be ambassadors
What next? • The full report, including analysis by ward, is now available on: www.sandwelltrends.info/themedpages/MyCouncil
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Telephone survey in February 2012 Improvement and Efficiency are here to help Please share your intelligence Any queries or suggestions?