Measuring the things that matter

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Measuring the things that matter

• Rol / project background
• The GovMetric approach
• Early Adopter results
• What next?

• Kate Rose
• rol solutions

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Who are we, and why Customer Satisfaction?

• Public sector focus, especially citizen
  engagement and service delivery improvement
• Typical projects community portals, online
  consultation, Citizens Juries, e-service
  Delivery Standards assessment
• Requirement for meaningful MI around customer
  service
• Understanding customer experience service
  improvements with real impact
• Standard approaches to customer satisfaction are
  limited
• No holistic approach across access channels

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New approach GovMetric

• rol worked with local authorities to develop a
  customer feedback service which
• Is always on, at the end of every interaction
• Is self-service for customers
• Achieves high-take up by customers
• Works across all channels and services
• Delivers consistent data enabling baselining,
  benchmarking and trend analysis
• Provides reporting on demand, across the
  organisation
• This service is called GovMetric.

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Question set

• High level, high takeup based on industry
  standards/ best practise where available

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Delivery technologies 1- Face to Face

• Customer satisfaction is measured face to face
  with intuitive and hardwearing touch screen
  panels

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Delivery technologies 2- Telephone

• Customer satisfaction is measured on the
  telephone with a simple, quick to use touch-tone
  system

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Delivery technologies 2- Telephone

• Customer satisfaction is measured on the website
  using eye-catching buttons that are placed on key
  web pages

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Summary of data inputs

• Interaction volumes are harvested from existing
  systems and added to qualitative data for each
  channel

Face to Face
Datafeed
TouchMetric
Datafeed
Phone System
TeleMetric
Automated or Manual Flat File
GovMetric Database
Datafeed
Datafeed
Volumetric Data
Qualitative Data
WebMetric
Datafeed
Website Logs
Datafeed
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Reporting Demonstration - Analysis of
the first months results from a GovMetric Early
Adopter
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Differences in the quality of the different
channels are already emerging
and services that have undergone front/back
officere-engineering are performing better.
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In the first few weeks, over one thousand
feedback responses have been recorded across the
three channels.
It is already clear that the website is trailing
in terms of the quality of service if offers
customers.
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Although service on the telephone channel is
generally good, waiting times are the number one
reason for customer dissatisfaction
which would normally be addressed by increasing
call handling capacity of the telephone channel.
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However, further analysis of the web channel
shows that large numbers of customers are failing
in their attempts to self-serve.
This is resulting in increased demand on the
telephone channel.
Using GovMetric, this local authority is able to
identify and address the true root cause of
customer service issues.
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GovMetric Overview
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Benefits

• Supports a holistic and customer centric approach
  to service improvement, targeting investment in
  areas customers really notice
• Reduces the costs of manually collating and
  reporting customer satisfaction and transaction
  data
• Enables more efficient deployment of other
  consultation resources, with the potential to
  reduce the cost of these activities
• Supports right first time service delivery and
  reduces the costs associated with rework
• Reduces the costs of dealing with complaints
• Informs the channel migration strategy and the
  shift to less expensive access channels

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What next?

• Currently 26 public sector organisations signed
  up, contributing to an active user group
• Benchmarking about to go live
• Exploring service developments / current pilots
  BME monitoring, Staff feedback, Customer
  profiling (Experian)
• Increasing focus on customer satisfaction as key
  metric under post-CSR assessment regime this
  may not be a corporate priority right now, but it
  soon will be!

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Contact

• To find out more about how GovMetric can benefit
  your organisation, please contact
• Kate Rose
• t. 07917 530435
• e. kate.rose_at_rol.co.uk
• w. www.govmetric.com

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