St Albans City and District Council: Getting it right and righting the wrongs pilot

25/03/2010
09:30 - 14:00
St Albans City & District Council, Civic Centre, St Peter's Street, St Albans AL1 3JL

St Albans City & District Council is striving to put its customers at the heart of service delivery 

Putting customers at the heart of service delivery requires engagement and commitment across the organisation.  The challenge for St Albans was to think about service delivery through the eyes of its customers.  Working with customers as well as staff and Members the council gained valuable insight into a range of ideas and views on service delivery standards and remedy pledges.

St Albans City & District Council invites you to come along to see some of its work and to hear about the successes and challenges faced using the "Getting it right and righting the wrongs" toolkit.

The toolkit is a customer-focused self-assessment and improvement tool that is designed to help organisations focus on the principles of excellent customer service, the importance of getting the culture and values of the organisation right and the role of the frontline in making partnerships work for the benefit of the customer

Details of the toolkit can be found at:
www.communities.gov.uk/publications/ communities/gettingitrighttoolkit

St Albans is one of nine Councils nationally who have been piloting the toolkit for the Department for Communities and Local Government (DCLG).

Having identified issues with its existing complaints handling process, St Albans used the toolkit to run workshops and surveys with both customers and staff.  The council followed this up with customer profiling and customer journey mapping to identify a number of improvement actions.

As a result of using the toolkit, St Albans are striving to put its customers at the heart of service delivery and are changing the way customer complaints are handled.

The conference will be useful for the following audiences from managers to senior officers:
- Business Transformation Officers
- Customer Service Officers

Places will be allocated on a first come, first service basis.

This is a free one day event for you to find out how using the "Getting it right and righting the wrongs" toolkit can help you to start to embed a customer focus across your organisation.

Final agenda

For further information about this event please contact: Julie Young, julie.young@stalbans.gov.uk

Cost: Free