1. Improving the Customer Experience Using NeSDS to “Improve the Customer Experience” at Walsall Jo Stewart – Transformation Manager East Midlands Regional Toolkit 4 March 2008

2. Improving the Customer Experience Excellent customer service is the ability to deliver high quality services that listen, respect values and privacy, provide the right information at the right time and consistently puts all our customers at the heart of what we do.  Council pledge to improve the customer experience  Strategic Leadership Team led  Transformation Programme – Customer Experience  ICE Project – Culture and Standards (3 years)  10 building blocks

3. Improving the Customer Experience Customer access experience Processes Resource management Strategy Performance management Leadership and governance People Initially came up with a plan Promptly dropped it

4. Improving the Customer Experience Customer Insight ValuesCommitment Vision Customer Care Competencies Service Specific StandardsImproved complaints Service Measurement ToolQuality and Performance Monitoring NesDS “Putting the customer at the heart of what we do” Culture and Standards

5. Improving the Customer Experience Why NeSDS Consistency Ability to benchmark – services, directorates, other local authorities Why reinvent the wheel? Improve the Customer experience

6. Improving the Customer Experience Why NeSDS Consistency Ability to benchmark – services, directorates, other local authorities Why reinvent the wheel Can match KLOE’s

7. Improving the Customer Experience 3. 6 Develop service standards – to include:  Identify current service standards  Identify services that require service standards  Provide guidance on development  Publish service standards  Review service standards  Measure compliance 31/06/2007 31/09/2007 31/12/2007 31/03/2008 ICE Mgt team Service teams ICE Mgt team 4.2.5 Extract from draft plan to SLT May 2007

8. Improving the Customer Experience How did NeSDS get approved Volunteer self assessments across directorates Linked to other activities - dependencies Mapped against KLOE’s Workshop with Strategic Leadership Team and report Service plan template Main component of Customer services strategy 2008

9. Improving the Customer Experience NeSDS key part of our Customer Services Strategy.

10. Improving the Customer Experience Current activities supporting NeSDS Improving Customer experience programme – Culture and Standards continues to identify corporate improvements NeSDS local action plans included in our service planning process. All front line services have local action plans to support NeSDS All corporate activities being managed by our Customer Experience Programme. A NeSDS ICT team.

11. Improving the Customer Experience Current activities supporting NeSDS Service Specific Standards across all services Revised customer care values – used stakeholder forum Customer Charter to be completed Mar 08 Customer care training programme in development – all staff Customer service strategy completed and Customer services programme being revised to support strategy. Information and advice being updated across all services Review of complaints processes Pilot authority in Regional Customer and intelligence project Enid..........

12. Improving the Customer Experience

13. Cartoons being used to support Customer care values Customer services strategy Access channels – e payments, web Customer care training Embed the change culture

14. Improving the Customer Experience

15. NeSDS next steps Linking performance indicators into customer experience programme End of year one review Internal services being NeSDS’d 2008 self assessments

16. Improving the Customer Experience NeSDS issues NeSDS definitions vary and need more clarification How the standards sit with NI 14 How do the standards link to the new charter mark What is the future development plans for the NeSDS

17. Improving the Customer Experience Any other questions