BLACK = CORPORATE ENV SERVICE = GREEN LEISURE SERVICES = PURPLE ACH = RED STREETMAN. = BLUE
Customer Service Excellence
Evidence Matrix 2013 - Shared
Charnwood Borough Council – Leisure and Environment Directorate
Ref. / Element / Evidence / Owner / Notes1.1 / CUSTOMER IDENTIFICATION
1.1.1 / We have an in-depth understanding of the characteristics of our current and potential customer groups based on recent and reliable information. / ES 1 Waste audit information done as part of the Waste Partnership Participation Surveys / SR / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 3 Open Spaces Sport and Recreation Study / KK
ES 4 Regular attendance at Friends of Queen’s Park meetings / KK
ES 5 GIS mapped information / DH
1.1.2 / We have developed customer insight about our customer groups to better understand their needs and preferences. / ES 6 Landlord Services Residents Groups – Grounds Maintenance Feedback in minutes of meetings / PC / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 7 Open Spaces Strategy Reference Panels and Consultation / KK
ES 8 Serco Customer Survey Results / PC
ES 9 Reference Panels held as part of the ES Contract / KK
1.1.3 / We make particular efforts to identify hard to reach and disadvantaged groups and individuals and have developed our services in response to their specific needs. / ES 10 Access to Nature Project taken from The Outwoods Management Plan / MG / Strongest
ES 11 Photos of Play Area Improvements / DW
ES 12 Outwoods Management Plan / MG
ES 13 Elderly, infirm or disabled residents have free access to an assisted refuse and recycling collection service / SR
ES 14 Access to service advertised on leaflets and literature sent to every household every year / SR
ES 15 Leaflets and literature in languages other than English / SR
1.2 / ENGAGEMENT AND CONSULTATION
1.2.1 / We have a strategy for engaging and involving customers using a range of methods appropriate to the needs of identified customer groups. / ES 14 Leaflets, roadshows and texting service / SR / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 16 Zero Waste Strategy / KK
ES 4 Attendance at Friends of Queen’s Park Meetings / KK
ES 18 Zero Waste Strategy Reference Panels and Consultation / KK
1.2.2 / We have made the consultation of customers integral to continually improving our service and we advise customers of the results and action taken. / ES 7 Open Spaces Strategy Reference Panels and Consultation / KK / Strongest
ES 6 Landlord Services Residents Groups – Grounds Maintenance Feedback in minutes of meetings / PC
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 8 Serco Customer Survey Results / SR
ES 9 ES Contract Reference Panel / KK
1.2.3 / We regularly review our strategies and opportunities for consulting and engaging with customers to ensure that the methods used are effective and provide reliable and representative results. / ES 8 Results of Serco Satisfaction Surveys are actioned and publicised / PC / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 3 Open Spaces Sport and Recreation Study / KK
ES 9 The Environmental Services Contract included a large degree of public engagement and consultation / KK
ES 18 Zero Waste Strategy Reference Panels and Consultation / KK
1.3 / CUSTOMER SATISFACTION
1.3.1 / We use reliable and accurate methods to measure customer satisfaction on a regular basis. / ES 8 Serco Customers Survey Results / SR / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 19 You said we did customer feedback through Lagan / SR
ES 8 and 25The Serco satisfaction surveys are conducted by an independent company on behalf of Serco. The results of these surveys are used as part of a suite of KPIs to reward good performance and penalise poor performance / PC
ES 20 LPIs are used as the key day-to-day performance management tool with the ES Contract with financial implications / SR
ES 21 Compliments and complaints are collated monthly / SR
1.3.2 / We analyse and publicise satisfaction levels for the full range of customers for all main areas of our service and we have improved services as a result. / ES 22 Contact Centre Customer Survey Results / SR / Strongest
ES 19 You said we did customer feedback through Lagan / SR
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 8 Serco Customers Survey Results / SR
1.3.3 / We include in our measurement of satisfaction specific questions relating to key areas including those on delivery, timeliness, information, access, and the quality of customer service, as well as specific questions which are informed by customer insight. / ES 22 Lagan Survey Questionnaire also specifically ask questions relating to this / NG / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 8 Serco Customer Surveys for KPI specifically ask questions relating to this / PC
1.3.4 / We set challenging and stretching targets for customer satisfaction and our levels are improving. / ES 25 The KPIs relating to customer satisfaction have a seven year continuous improvement scale / PC / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
1.3.5 / We have made positive changes to services as a result of analysing customer experience, including improved customer journeys. / ES 19 You said we did customer feedback from Lagan / SR / Strongest
ES 26 Green Spaces Operations Output Specification Consultation / NG
ES 2 Various Customer Satisfaction / User Surveys / KK
2.1 / LEADERSHIP POLICY AND CULTURE
2.1.1 / There is corporate commitment to putting the customer at the heart of service delivery and leaders in our organisation actively support this and advocate for customers. / ES 27 Cabinet Report on awarding ES Contract / NG / Strongest
ES 28 Green Spaces Business Service Improvement Plan / BS
ES 29 and 58 The graffiti removal protocol has helped develop partnership arrangements with statutory undertakers that ensures that all graffiti is removed within short timescales to reflect customer needs / KK
ES 30 Cabinet Report on Outsourcing of Green Spaces and Engineering / NG
2.1.2 / We use customer insight to inform policy and strategy and to prioritise service improvement activity. / ES 26 Green Spaces and Engineering Contract Reference Panels / NG / Strongest
ES 28 Green Spaces Business Service Improvement Plan / BS
ES 7 Open Spaces Strategy Reference Panels and Consultation / KK
ES 9 The ES Contract was developed using a Community Reference Panel to highlight areas of concern prior to developing the new Contract (report publicly available) / KK
2.1.3 / We have policies and procedures which support the right of all customers to expect excellent levels of service. / ES 31 Waste Collection Policy / KK / Strongest
ES 32 Tree Policy / MG
ES 28 Green Spaces Business Service Improvement Plan and Output Specification / BS
ES 33 Green Spaces SLA with Landlord Services and Output Specification / BS
ES 18 Zero Waste Strategy Reference Panels and Consultation / KK
2.1.4 / We ensure that all customers and customer groups are treated fairly and this is confirmed by feedback and the measurement of customer experience. / ES 31 Waste Collection Policy states that elderly, infirm or disabled customers will receive assistance if necessary with the presentation of their waste for collection. This list is regularly reviewed / KK / Strongest
ES 19 You said we did customer feedback from Lagan / SR
ES 6 Landlord Services Residents Groups – Grounds Maintenance Feedback in minutes of meetings / PC
ES 22 Contact Centre Customer Surveys / SR
2.1.5 / We protect customers’ privacy both in face-to-face discussions and in the transfer and storage of customer information. / No evidence available
2.1.6 / We empower and encourage all employees to actively promote and participate in the customer focused culture of our organisation. / ES 34 On the job training for all ES Waste Operations staff in conjunction with Serco staff to focus on customer expectations / SR / Strongest
ES 35 Green Spaces Operations Staff and Agency Inductions evidenced in presentation, output specification and business plan / BS
ES 36 The ES Contract specifically targets customer care training for all Serco employees / SR
2.2 / STAFF PROFESSIONALISM AND ATTITUDE
2.2.1 / We can demonstrate our commitment to developing and delivering customer focused services through our recruitment, training and development policies for staff. / ES 35 Green Spaces Operations Staff and Agency Inductions evidenced in presentation, output specification and business plan / BS / Strongest
ES 36 Serco’s recruitment policy recognises the Council’s commitment to customer service excellence and provides customer care training for all its front line staff / SR
2.2.2 / Our staff are polite and friendly to customers and have an understanding of customer needs. / ES 37 Corporate Induction trains staff in how to liaise with customers, and to understand customer needs / KK / Strongest
ES 35 Green Spaces Operations Staff and Agency Inductions evidenced in presentation, output specification, business plan and job descriptions / BS
ES 19 You said we did customer feedback from Lagan / SR
2.2.3 / We prioritise customer focus at all levels of our organisation and evaluate individual and team commitment through the performance management system. / ES 20 and 25 The KPIs and LPIs within the performance management system for the ES Contract clearly recognise customer focus / SR / Strongest
ES 38 Monthly meetings of all the ES Waste Ops Team highlights focus areas and reflects customer areas of concern / SR
ES 39 Waste Operations Team use a 4-weekly plan / SR
2.2.4 / We can demonstrate how customer-facing staffs’ insight and experience is incorporated into internal processes, policy development and service planning. / ES 28 Green Spaces Business Service Improvement Plan and Output Specification / BS
ES 40 Staff Survey / KK
2.2.5 / We value the contributionour staff make to delivering customer focused services, and leaders, managers and staff demonstrate these behaviours. / ES 41 Compliments and thanks are emailed to staff from managers / SR / Strongest
ES 42 Team Meetings recognise the need to constantly review the services we provide and recommendations are incorporated into Team Plans and policies where appropriate e.g. the introduction of community garden waste bins for shared accommodation / NG
3.1 / RANGE OF INFORMATION
3.1.1 / We make information about the full range of services we provide available to our customers and potential customers, including how and when people can contact us, how our services are run and who is in charge. / ES 43 Charnwood News articles / PC / Strongest
ES 44 Advertising on the side of RCVs / SR
ES 45 and 46 Clear information on the website, factsheets and in Council Offices / SR
3.1.2 / Where there is a charge for services, we tell our customers how much they will have to pay. / ES 43 and 44 The garden waste service is advertised through Charnwood News and advertising on the sides of RCVs / SR / Strongest
3.2 / QUALITY OF INFORMATION
3.2.1 / We provide our customers with the information they need in ways which meet their needs and preferences, using a variety of appropriate channels. / ES 15 Leaflets and information are available in languages other than English / SR / Strongest
ES 14 All information on services is freely available on the internet and in leaflets that are used at regular road-shows throughout the Borough as well as at Special events, schools, local community meetings and at the University Fairs / SR
ES 49 A Recycling Amnesty is held each year, targeted at the student exodus. Leaflets and other information are supplied to promote this / SR
3.2.2 / We take reasonable steps to make sure our customers have received and understood the information we provide.
NOTE: Special attention to this question evidence is weak. Need to demonstrate we have been back to the customer and advised outcome of surveys etc. Proactive not reactive. / ES 6 Landlord Services Residents Groups – Grounds Maintenance Feedback in minutes of meetings / PC / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 14 Service leaflet delivered by a variety of methods / SR
3.2.3 / We have improved the range, content and quality of verbal, published and web based information we provide to ensure it is relevant and meets the needs of customers.
Too much of this information is about the website, need more hard evidence of this / ES 14 Recycling information leaflet has been changed to accommodate the changing service provision and customer feedback comments, as demonstrated by the variety of leaflets over the years / SR / Strongest
3.2.4 / We can demonstrate that information we provide to our customers is accurate and complete, and that when this is not the case we advise customers when they will receive the information they requested. / ES 51 Garden waste leaflets that reflect current charges / SR / Strongest
ES 32 Tree Policy / MG
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 52 Template Complaint letter / SR
3.3 / ACCESS
3.3.1 / We make our services easily accessible to all customers through provision of a range of alternative channels. / ES 13 The refuse and recycling service offers an Assisted Collection service to elderly, infirm and the disabled / SR / Strongest
3.3.2 / We evaluate how customers interact with the organisation through access channels and we use this information to identify possible service improvements and offer better choices. / ES 53 Community Champions / SR / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 22 Contact Centre Survey / SR
3.3.3 / We ensure that where customers can visit our premises in person facilities are as clean and comfortable as possible. / ES 54 All recycling sites included in the ES Contract for cleaning / SR / Strongest
ES 55 Customer Service Standards on website / BS
ES 56 Green Spaces Operations Play Area Inspections for safety and cleanliness / DW / PC
3.4 / CO-OPERATIVE WORKING WITH OTHER PROVIDERS, PARTNERS AND COMMUNITIES
3.4.1 / We have made arrangements with other providers and partners to offer and supply co-ordinated services, and these arrangements have demonstrable benefits for our customers. / ES 57 Loughborough in Bloom Portfolio 2013 / KK / Strongest
ES 33 Grounds Maintenance SLA with Landlord Services. Schedules provided to Landlord Services, Serco etc / PC
ES 58 We link with statutory undertakers to ensure a co-ordinated approach to graffiti removal. This has resulted in SLAs / DW
ES 59 Compliments received about Serco’s performance in Contract Meeting minutes / SR
3.4.2 / We have developed co-ordinated working arrangements with our partners that ensure customers have clear lines of accountability for quality of service. / ES 58 SLA with Virgin and BT for graffiti and fly-posting removal / DW / Strongest
ES 57 Loughborough in Bloom Portfolio 2013 / KK
ES 33 Grounds Maintenance SLA with Landlord Services / BS
3.4.3 / We interact within wider communities and we can demonstrate the ways in which we support those communities. / ES 49 A Recycling Amnesty is held each summer for departing students, in order to minimise fly tipping which affects permanent residents / SR / Strongest
ES 4 Various Friends of Groups / BS
ES 57 Loughborough in Bloom Portfolio 2013 / KK
4.1 / DELIVERY STANDARDS
4.1.1 / We have challenging standards for our main services, which take account of our responsibility for delivering national and statutory standards and targets. / ES 25 The ES Contract KPIs / SR / Strongest
ES 60 Green Flags at The Outwoods and Queen’s Park (Judges Comments) / MG / KK
ES 29 Graffiti removal protocol / DW
4.1.2 / We monitor and meet our standards, key departmental and performance targets, and we tell our customers about our performance. / ES 61 The latest month’s recycling rate is printed on boards at all ‘bring’ recycling sites / PC / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 20 Street Smart is an electronic automated system for monitoring LPIs / SR
ES 8 Serco satisfaction surveys / SR
4.1.3 / We consult and involve customers, citizens, partners and staff on the setting, reviewing and raising of our local standards. / ES 26 Green Spaces and Engineering Contract Reference Panels / NG / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 4 Regular attendance at Friends of Queen’s Park meetings / BS
ES 9 Community Panels in ES Contract / KK
4.2 / ACHIEVED DELIVERY AND OUTCOMES
4.2.1 / We agree with our customers at the outset what they can expect from the service we provide. / ES 32 Tree Policy / MG / Strongest
ES 9 ES Contract Reference Panel report / KK
ES 55 Customer Service Standards information is available as leaflets and on the internet / SR
4.2.2 / We can demonstrate that we deliver the service we promised to individual customers and that outcomes are positive for the majority of our customers. / ES 8 Serco customer survey questionnaires / PC / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 22 CC customer surveys / SR
4.2.3 / We can demonstrate that we benchmark our performance against that of similar or complementary organisations and have used that information to improve our service. / ES 62 The ES was benchmarked against all waste collection authorities in England / PC / Strongest
ES 63 ES Contract Board Minutes covering benchmarking / NG
4.2.4 / We have developed and learned from best practice identified within and outside our organisation, and we publish our examples externally where appropriate. / ES 60 Green Flags at The Outwoods and Queen’s Park (Judges Comments) / MG / KK / Strongest
ES 64 The collection of a very wide range of plastics through our recycling service, as contracted to Viridor, and the introduction of green recycling wheelie bins / SR
4.3 / DEAL EFFECTIVELY WITH PROBLEMS
4.3.1 / We identify any dips in performance against our standards and explain these to customers, together with action we are taking to put things right and prevent further recurrence. / ES 20 LPIs are monitored weekly with any peaks or dips investigated to ensure lessons are learnt, and followed up with customers. This is done at monthly contract meetings / SR / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 29 and 58 Graffiti removal performance is monitored – dips in performance were rectified by SLAs with statutory undertakers which was publicised on the Council’s website, as part of the Graffiti Removal Protocol / DW
4.3.2 / We have an easy to use complaints procedure, which includes a commitment to deal with problems fully and solve them wherever possible within a reasonable time limit. / ES 65 Corporate Complaints Procedure / KK / Strongest
ES 20 All requests for service have SLAs that require continuous improvement over the seven year contract period, as shown by LPIs / SR
4.3.3 / We give staff training and guidance to handle complaints and to investigate them objectively, and we can demonstrate that we empower staff to put things right. / ES 66 Lagan has a series of ‘queues’ that are handled by staff within ES and has clear lines of escalation / SR / Strongest
ES 35 Green Spaces Operations Staff and Agency Inductions / Training through presentation, output specification and business plan / BS
4.3.4 / We learn from any mistakes we make by identifying patterns in formal and informal complaints and comments from customers and use this information to improve services and publicise action taken. / ES 66 Complaints Presentation / SR / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 19 You said we did customer feedback through Lagan results and subsequent amendments to service / SR
ES 67 Team Meeting minutes / SR
ES 68 Contract Meetings minutes / SR
4.3.5 / We regularly review and improve our complaints procedure, taking account of the views of customers, complainants and staff. / ES 19 You said we did customer feedback / SR / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 68 Monthly Contract Meeting with Serco / SR
4.3.6 / We ensure that the outcome of the complaint process for customers (whose complaint is upheld) is satisfactory for them. / ES 19 You said we did customer feedback / SR / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 69 Template Complaint Response letter / SR
5.1 / STANDARDS FOR TIMELINESS AND QUALITY
5.1.1 / We set appropriate and measurable standards for the timeliness of response for all forms of customer contact including phone calls, letters, e-communications and personal callers. / ES 70 Lagan system uses a traffic light system to monitor timeliness of responses / SR / Strongest
ES 20 and 25 Serco are contractually bound to adhere to agreed performance levels in this area through KPIs and LPIs / SR
5.1.2 / We set comprehensive standards for all aspects of the quality of customer service to be expected in all dealings with our organisation. / ES 55 Customer Service Standards factsheets on the web and in paper format / BS / SR / Strongest
ES 70 GS Output Specification / BS
ES 71 Cards distributed when areas are cleaned / SR
5.2 / TIMELY OUTCOMES
5.2.1 / We advise our customers and potential customers about our promises on timeliness and quality of customer service. / ES 55 Customer Service Standards factsheets on the web and in paper format / SR / Strongest
ES 71 Cards distributed when areas are cleaned / SR
5.2.2 / We identify individual customer needs at the first point of contact with us and ensure that an appropriate person who can address the reason for contact deals with the customer. / ES 72 Lagan Work Scripts / PC / Strongest
5.2.3 / We promptly share customer information with colleagues and partners within our organisation whenever appropriate and can demonstrate how this has reduced unnecessary contact for customers. / ES 33 Grounds Maintenance SLA with Landlord Services, inspections and staff feedback / PC
ES 22 Contact Centre performance with SLAs / SR
5.2.4 / Where service is not completed at the first point of contact we discuss with the customer the next steps and indicate the likely overall time to achieve outcomes. / ES 20 All ES Contract service requests, such as street cleaning, have clear timescales for completion together with penalty points if not completed within agreed timescales (i.e. LPIs). These are publicised on the web / SR / Strongest
ES 32 Tree Policy / MG
ES 72 Lagan Work Scripts / PC
ES 65 Complaints procedures for ES and GS / KK
5.2.5 / We respond to initial enquiries promptly, if there is a delay we advise the customer and take action to rectify the problem. / ES 32 Tree Policy / MG / Strongest
ES 22 Contact Centre Customer Survey / SR
5.3 / ACHIEVED TIMELY DELIVERY
5.3.1 / We monitor our performance against standards for timeliness and quality of customer service and we take action if problems are identified. / ES 22 Monitoring of call stats / NG / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 8 Serco Satisfaction Surveys / KK
5.3.2 / We are meeting our current standards for timeliness and quality of customer service and we publicise our performance against these standards. / ES 22 Calls monitoring data / NG / Strongest
ES 2 Various Customer Satisfaction / User Surveys / KK
ES 20 LPI monitoring / SR
5.3.3 / Our performance in relation to timeliness and quality of service compares well with that of similar organisations. / ES 60 Green Flags for The Outwoods and Queen’s Park (Judges Comments) / MG / KK / Strongest
ES 63 ES Contract Board Minutes covering benchmarking / NG
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