Customer and citizen perspective for improvement

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• Customer and citizen perspective for
  improvement
• Joanna Hannam
• Head of Communications
• Norfolk County Council

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Some of our challenges

• Rurality 28 living in rural areas
• Demographics
• 35,000 people registered as deaf or hard of
  hearing
• 20 population aged 65plus
• 19 limiting long term illness
• 29 people live alone
• Low percentage bme population
• 80 languages spoken
• Current delivery patterns
• Technology

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The citizens viewpoint most important and most
needs improving?

• Clean Streets (53)Activities for teenagers
  (50)Affordable decent housing (50)Low level
  of crime (39)Public Transport
  (37)Road/pavement repairs (35)Facilities for
  young children (35

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Where we are now

• Getting more joined up Norfolk Portal, Joint
  A-Z, Consultation Finder
• Joint Council Information Centres
• Getting closer in strategy, commissioning and
  service delivery
• Strong partnerships
• Visible in communities

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What we know now

• Peoples current preferred means of access to
  services and information
• Growing importance of web for 24/7 services
  rising expectations
• Expanding use and availability of mobile
  technologies
• Where many of our target audiences are

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Other drivers for service improvement

• ODPM, NHS and Audit Commission
• New User Satisfaction survey includes customer
  access as well as information

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What people expect responsive public services to
deliver

• National Consumer Council research and blueprint
  Eight steps to responsiveness
• Common themes simple, local, trusted sources of
  delivery.

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1. Make services accessible

• Make things simple easy routes in for common
  complaints and services
• Right place, right time
• Trusted mechanisms community wardens, local
  action groups, post offices, GP practices, parish
  and ton councils

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2. Make communication simple, consistent and
obvious

• The right tone
• The right channels, form and channels
• Local access where people are/go
• Modern - increased sophistication of web users,
  greater receptiveness for mobile phones etc
• Convenient being able to communicate with
  public services when you are using them

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3.Keep me informed throughout

• Information what, where, when and how and
  being informed at all relevant stages
• Answers how are my views and experiences making
  a difference? How is my money being spent and
  why?
• Responsibility - names and contact details, who
  do I get back to?

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4. Involve me as early as possible

• Opportunity before you make the changes, not
  after at least give us the choice
• Make it interesting and inclusive public
  meeting and questionnaire fatigue

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5. Be open to criticism and change

• Feedback effective complaints system to to
  drive improvement simple to use, easy to access
  at the time when people suffer the grievance
• Acknowledgement
• Clear standards and options to recall
  opportunities to reject providers where service
  is felt and experienced to be poor

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6. Im not a number, treat me as an individual

• Listen to what I have to say
• Treat me with respect customer service

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7. Keep it local

• Influence real engagement on the issues that we
  can influence not on those we cant
• Use local infrastructure well media, direct
  delivery, local trusted community routes and
  venues

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8. Shared responsibilities shared outcomes

• Mutual concern and respect for the value of good
  public services
• Clarity about shared roles to deliver shared
  desirables e.g. we will sort out the street
  cleaning you must then help us to keep them
  clean.
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