Providing excellent service in the public sector isn’t just about improving the way your service department operates.
Crucially, it’s also about how you deliver services in the community, in homes and on the streets.
Our report provides essential guidance for any public sector organisation seeking to understand what their citizens really want from them. We reveal that while the standards and expectations of customer service are not likely to alter over the next 10 years, the way that people want to interact with your customer service operations will.
Whether it’s by phone, email, online or through social media, this report sets out a blueprint for delivering excellent citizen services in the future. It looks at how to make timeless customer values stand up in the new world of social media and increasingly tech-savvy citizens, with expert insights and in-depth case studies from those on the frontline.
43% of citizens surveyed said they find it hard to access services from public sector organisations in the ways they want. Younger citizens aged 18-24 in particular want to use social media more often for customer service.
When asked to list the top five things that matter most in a service experience, 56% of citizens surveyed ranked issues being resolved satisfactorily as their main concern.
49% of citizens have contacted their local council in the past year. The five most common reasons for doing so (apart from housing) all relate to the environment – including refuse, recycling and the general appearance of their local area.
The typical council responds pretty well to these types of enquiries – the average score given to a council’s customer service is 7 out of 10.
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0808 060 0802
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10-49 employees
0808 004 4495
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50+ employees
0845 241 9560
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