Measuring success
It is important that we can measure the success of our framework. Staff feedback indicated a desire to know whether their efforts are effectively serving customers.
Reporting
The My Council Programme reports to the Redesign Board. Reporting on the Customer Experience Strategy will be provided on a six-monthly basis.
Service performance against standards will be included in quarterly performance reports to strategic committees.
Reports will be produced quarterly (every three months) and will cover:
- the number and percentage of reports and requests for services resolved
- the number and percentage of reports and requests that remain open beyond published service standards
- resolved complaints by geographic and service area, including lessons learned and actions taken (this measure is under development)
- the percentage of calls that reach the right person on the first attempt (measure under development)
- customer satisfaction - an aim for at least 85% overall satisfaction
- usage of contact channels - tracking increases or decreases in use