1. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs CLG Practitioners’ Toolkit Pilot 2 February 2010

2. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs Simonne DeVall St Albans District Council Deanna Sorrell 27 Consulting Limited

3. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs AGENDA Project background Approach Progress to date Findings Next steps

4. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs Project Background CLG Independent Review: Report & ToolkitReportToolkit Review of complaints handling underway Nine regional pilots St Albans – pilot for East of England CLG-funded from October 2009 to March 2010 Opportunity – combine existing work with pilot

5. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs Getting it right –Designing it right –Delivering it right Righting the wrongs –Dealing with complaints better

6. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs Overview Test CLG Toolkit – provide feedback to CLG –Service & Remedy Pledge –Importance of Frontline (Putting Customers at the Heart of Service Delivery) Engage with staff, customers & stakeholders Customer profiling & customer journey mapping Customer Services Health Check

7. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs Approach Setup project team Engaged Consultant PRINCE2 project management ‘light touch’ Project plan & Communications plan Purchased Experian Mosaic via esd-toolkit On-going liaison with CLG & fellow pilot LAs

8. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs Progress to date Staff Two Minute Taster Tests CLT (management) workshop Staff workshops – Service & Remedy Pledge Online staff survey – Putting Customers at the Heart of Service Delivery Members workshop – Service & Remedy Pledge Promotional calendars Communications!

10. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs WHAT IS A SERVICE & REMEDY PLEDGE?! Service standards outline: –What you should expect from service/product (timing/frequency, quality) –How to obtain it (application process) Remedy pledges answer the ‘so what’ question! –What to do if you’re not happy or things go wrong –How to complain Often have service standards without remedy pledge

11. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs St Albans Remedy Pledges? Missed appointments or slow/late response Acknowledge, apologise, give explanation, offer & agree alternative, rebuild relationship with customer Mistakes Acknowledge, confirm customer was right, give explanation, accept responsibility, apologise, give reassurance that mistake has been addressed, rebuild relationship with customer

12. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs Findings Staff Two Minute Taster Tests Staff workshops – Service & Remedy Pledge Members workshop – Service & Remedy Pledge Online staff survey – Putting Customers at the Heart of Service Delivery Customer profiling of complaints

13. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs Two Minute Taster Tests Two versions – Staff & Senior Officers In-house Print & Design Team 12 questions – expanded to 24! 70% overall response rate Traffic light results reports –Overall & by Department

15. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs

16. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs

17. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs Service & Remedy Pledge 14 Staff workshops 43% Staff attended workshops 12% Members attended workshop Revised Toolkit questions: 31 Staff, 26 Members Feedback on questions & understanding of service standards & remedy pledges

18. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs Do you think customers know what to expect from us if things go wrong with a service? Sometimes B Yes A No C

19. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs

20. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs

22. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs Members: improvements identified Mystery shopping Customer service training programme Implement revised complaints process Website review Rewards & recognition scheme for staff

23. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs Putting Customers at the Heart of Service Delivery Revised Toolkit questions – removed strategic ones Three week ‘open’ window 35% Staff completed online survey (47% started!) Lots of free-text feedback Still analysing results!

24. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs

25. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs Customer profiling of complaints Analysed St Albans’ population profile – Experian Mosaic Currently three stage complaints process Reviewed ‘closed’ complaints April – December 2009 esd-toolkit local tree updated Identified LGSL service, interaction & channel Spreadsheet (CSV) prepared for upload Download of profiled customers analysed & prioritised

26. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs

27. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs NEXT STEPS Complete Customer Journey interviews & maps Complete profiling of Citizens’ Panel Customer Services Health Check – 25 February Customer Workshop – 6 March Review all feedback – quick wins Develop Improvement Action Plan Regional Events – 3 & 25 March Report to CLG

28. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs INVITATION! Free regional event hosted at St Albans DC Morning of 25 March – free lunch! Detailed review of pilot Updated findings Lessons learnt Meet project team ‘Cafe Society’ sessions (aka speed dating) Booking details - esd-toolkit East of England Forum

29. wrong department, sorry / there is no record here / I’m putting you on hold / we need a reference number / sorry we can’t help with your query / Getting it right, and righting the wrongs THANK YOU! Simonne DeVall St Albans District Council simonne.devall@stalbans.gov.uk 01727 819660 Deanna Sorrell 27 Consulting Limited deanna@27consulting.co.uk 07900 927527