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 26 May 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 Corporate Improvement Manager St Albans City & District Council Deanna Sorrell Director 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 Context,Introduction & Background Project Overview & Approach Activities & Findings More Activities Lessons Learnt

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 St Albans City & District Council One of ten Districts in Hertfordshire 161 square miles – only 20 miles from London 133,500 population Wealthy, well educated senior professionals & young professionals with good health & diet

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 Introduction 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 Testing CLG toolkit – provide feedback to CLG

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 Toolkit Background CLG Independent Review: Report & ToolkitReportToolkit Toolkit: –Service & Remedy Pledge –Importance of Frontline –Customer-focused Partnerships

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 Service & Remedy Pledge Creating & delivering service standards What you’ll do if things go wrong – remedy pledge How you can stop it going wrong again TEST!

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 Importance of Frontline Getting… –culture & value of organisation right –right people –frontline autonomy Designing services from a customer’s perspective

9. 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-focused Partnerships Understand & find common ground in each other’s culture Gain better understanding of how each partner operates Consider how service information might be better shared Consider how to empower staff Listen to customers first – understand their needs & wants

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 Overview Test CLG Toolkit –Service & Remedy Pledge –Importance of Frontline (Putting Customers at the Heart of Service Delivery) Provide feedback to CLG Improve complaints handling Engage with staff, customers & stakeholders Customer profiling & customer journey mapping

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 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

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 Activities Communications! 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

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...More Activities Customer survey – Service & Remedy Pledge Customer profiling of Community Panel Customer workshop Customer profiling of complaints Customer journey mapping Regional dissemination

14. 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 Communications Staff weekly team brief updates Intranet home page Posters Members Information Bulletin Calendars & coasters! Hertfordshire Pathfinder Group Local Strategic Partnership Group Regional events – esd-toolkit TLC, customer service & business transformation network

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 Two Minute Taster Test 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

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

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 Two Minute Taster Test It’s your turn! Test your perception of your customers’ experience Be honest! (anonymous!!) Are you star performers?! What does it tell you?

21. 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

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 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

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 Service & Remedy Pledge Examples Different companies & organisations have service & remedy pledges… – Clear returns policy (when, how, where) Can you think of any examples?

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 SERVICE & REMEDY PLEDGE Five key characteristics – FTEST! –Flexible: remedy to suit customer’s needs? –Transparent: clear & easy to find? –Easy: burden of proof & administration? –Simple: to navigate & access? –Timely: delivered as soon as possible?

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 Do you think customers know what to expect from us if things go wrong with a service? Sometimes B Yes A No C

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

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 St Albans Remedy Pledges… Missed appointments or slow/late response Acknowledge Apologise Give explanation Offer & agree alternative Rebuild relationship with customer

30. 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… Mistakes Acknowledge Confirm customer was right Give explanation Accept responsibility Apologise Give reassurance that mistake has been addressed Rebuild relationship with customer

31. 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 Staff: improvements identified Intranet – develop as comms tool! Staff directory – update Website – review Corporate service standards – develop Internal values – develop

32. 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

33. 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

34. 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

35. 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 “If I don't know I will always ask colleagues” “Silo mentality; insecurity?”

36. 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 “Absolutely” “If an enquiry is unrelated to me I forward it to relevant department”

37. 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 More staff improvements identified Staff suggestion scheme Staff satisfaction survey Co-ordinated approach to complaints “Get to know your Council” initiatives

38. 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 Survey Community panel (1000+ residents) Online & paper-based survey 2 x £50 M&S vouchers as prizes 53% return rate Lots of free-text feedback

39. 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 “The access is easy through the web site and telephone” “Would like better telephone contact especially for senior citizens” “A simple sheet with contact numbers covering all services would be good”

40. 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 “Not sure always whether district council or county council” “Name of departments do not always make it clear what services are provided” “It would be helpful to have a leaflet with relevant phones numbers” “Usually just ask at the front desk if there’s any doubt”

41. 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 “Find elected representatives” “FOI requests”

42. 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 “Art group representative” “First Capital Connect”

43. 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 “I would like to see where I can hold you responsible / identify what service level I can expect from you. I am not sure what to expect in terms of level of service” “I assume you have but never saw them” “The services you offer are clear on the website”

44. 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 “By and large” “Refuse collection is a very unreliable service” “Road maintenance could be improved”

45. 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 “Generally yes” “I would find out” “Blurred responsibilities between county and district cause confusion and time wasted on some enquiries” “I would start from the website and go from there” “The information is not made public”

46. 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 “Would hope for explanations and remedies if possible” “I have to add here that we have had some superb service from some contacts” “Passed from one department to another” “I would expect some one to sort it out”

47. 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 Customers: improvements identified Clarity of service delivery – “who does what?!” Rename Departments/Sections to help customers understand what they do Improve website Single point of contact Make standards visible

48. 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 Panel Analysed St Albans’ population profile – Experian Mosaic Profiled panel residents (1000+) by Group & Type esd-toolkit local tree updated Identified LGSL service, interaction & channel Spreadsheet (CSV) prepared for upload Download of profiled customers analysed Targeted customers for workshop invites

49. 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

50. 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

51. 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 Workshop Saturday morning + light lunch 50 Community Panel members invited (by Profile Group, Gender, Age & Ethnicity) Feedback given from survey “World Café” style sessions £25 attendance fee Tested thinking – service standards & pledges, goodwill gestures & customer service centre

52. 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

53. 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 More customer improvements identified Customer service centre – waiting area made to feel “you’ve arrived” Clarity of role between County & District Improve website Perceived lack of joined-up working Complaints – “close the loop” No monetary “goodwill” gestures

54. 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 Complaints Existing process –3 stages –Stage 1 & 2 largely repetitive process –Complaints dealt with by individual departments –No single point of contact for complaints – currently have 13 different email contact addresses! –Stage 3 complaints taking too long to conclude

55. 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

56. 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 Reviewed ‘closed’ complaints April – December 2009 Identified LGSL service, interaction & channel Spreadsheet (CSV) prepared for upload Download of profiled customers analysed Prioritised customers for journey mapping

57. 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

58. 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 Journey Maps Assumed steps in journey - each stage of complaints Interview template & ‘script’ Spreadsheet – average scores Copy of customer complaint contact Telephone interviews Customer Journey Map developed Repeat exercise after improvements!

59. 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

60. 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 New Complaints Process: June 2010 2 stages Single point of contact Capture complaints on CRM system Analyse & understand complaints information - learn the lessons!

61. 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 Improvement Action Plan Key themes: –Customer Contact Centre –Customer Care –Organisational Development –Internal Communications –Intranet –Website –Branding –Communications –Working with others

62. 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 Additional Activities Customer Services Health Check LGO Customer Care Training Improvement Action Plan – built into Departmental Business Plans... “living & breathing!” Regional Events – learning dissemination Pilot Report to CLG Internal Review Report for St Albans Staff feedback sessions

63. 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 Lessons Learnt What went well What went less well What was lacking What would we do differently

64. 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