One-stop shops
One-stop shops, where local authority customers can pay bills, get information, request service, give feedback – and complain – are becoming more and more popular. But, to work, they must provide a consistent service level and be accessible to the customer. Capturing feedback in a standard way is essential. Staff need instant access to information relating to the customer and the status of their service request or complaint.
One-stop shop staff are empowered to solve problems, answer requests and give information themselves – guided by CDC Respond. If a certain set of conditions are met that mean the complaint or problem needs escalating, the system will do that automatically. As a result, back-office tasks are reduced so management resources can be reassigned more appropriately, again, increasing efficiency.
Respond affords the organisation consistency and visibility of information. No matter where a customer enters an organisational process, they can expect to be treated with same high level of service without being passed from pillar to post.
Return to Local Government or Central Government.
Contact us to find out more.