Customer Access Improvement Service Briefing Issue 4

The briefing covers findings from the last six months of Website take-up service and also from the Channel value benchmarking and GovMetric services. As such if provides a broad view of takeup, satisfaction and other issues across the three key customer access channels – web, phone and face-to-face.

This edition presents a case study from Surrey CC in customer access strategy that is very relevant in today's political environment with major budget cutbacks facing the whole public sector.

Last modified: 31st August 2010