Customer Access Improvement Service Briefing Issue 1

Produced by: Socitm Insight

Type: Reports

This publication is a development of the Website take-up service briefing, expanded to cover findings from the Website take-up service, the Channel value benchmarking service and GovMetric service.

The briefing includes data and analysis from all three components of the Customer Access Improvement Service.

The section on the Channel value benchmarking service describes how the first group of nine participants are benchmarking costs and performance across all access channels.

The section on the GovMetric service provides information about satisfaction and take-up for the three major channels.

The section on the Website take-up service, includes data and analysis from the survey findings in September 2008, and provides information how the WTS will from January 2009 help local authorities capture important information about avoidable contact for NI 14 returns.

Last modified: 19th January 2010