Customer Access Improvement Service Briefing Issue 2

Produced by: Socitm Insight

Type: Briefings

This is the second half-yearly briefing and results summary from the Customer Access Improvement Service. This new publication is a development of the Website take-up service briefing which we have been publishing since April 2005.

We have expanded the content of the briefing to cover findings not just from the Website take-up service but also from the Channel value benchmarking and GovMetric services. This means that we can take a broader look at customer access issues across the three key channels - web, phone and face-to-face - that are covered by the Customer Access Improvement Service.

We describe how the first group of participants benchmarked their costs and performance across all access channels with the Channel value benchmarking service.

Next, we present high level information from GovMetric about satisfaction and take-up for the three major channels.

The rest of the briefing focuses on the latest results about the web channel from the Website take-up service. In this section we present the results of two developments since our last briefing.

Firstly, we can now analyse the data about avoidable contact on the web that can be fed into local authority returns for the mandatory NI 14 indicator in England required for 31 May. Secondly, we can report on the first set of results from an initiative from Wales, whereby all 22 councils joined the Website take-up service from January 2009, offering both an English and a Welsh language version of our survey. This is a foundation for the new web strategy for Welsh councils that has been facilitated by Socitm Insight.

Finally, we present a summary of current progress with the use of digital TV to support local public service.

Last modified: 19th January 2010