Improving the ICT service: Meeting the needs of customers
Produced by: Socitm Insight
This report, the first in the series on improving the ICT service, examines the key ingredients in meeting the needs of the customers of the ICT service.
Meeting customer needs in delivering ICT services is critical. As in every walk of life, commitment to customer service counts for more than the product or service itself. We have identified five elements that can help you deliver excellent services to your customers.
1. Your customer
As a starting point for any improvement programme, the ICT function must understand, and strive to satisfy, the needs and expectations of its customers and other stakeholders. In judging whether a service is improving, service providers must accept the opinions of customers as the views that matter.
2. Your product or service
Analysing your core product or service from the point of view of your customer can reveal unexpected insights about what your service actually provides to your customers and what you should be delivering.
3. Your delivery system
The chain of events that forms your delivery system may be longer and more complex than you think. For customers to experience effective service, every link must be both necessary and robust.
4. Your image
The image your unit portrays determines people's perception of you and your service offering. You can influence this perception and improve the way that your customers, suppliers and staff feel about you and your services.
5. Your culture
The most effective units have a strong culture dedicated to fulfilling the needs of customers from strategy to individual behaviour, attitude, structure, reward systems and recognition of front line staff.
Last modified: 19th January 2010
Improving the ICT service: Meeting the needs of customers (228.7 KB PDF)