Elaine Mc Cue Customer Strategy 2
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The document discusses frustrations people have experienced when contacting a council for assistance. It notes issues like not knowing who to contact, having to provide the same information multiple times, filling out many forms, and not receiving updates on the status of requests. However, it also presents positive experiences like using a single phone number to get help, an adviser handling an entire move, and the council proactively providing updates. It raises questions about simplifying processes for citizens and how proposed changes would benefit both the council and its employees/members.
Elaine Mc Cue Customer Strategy 2
- 4. I never know who to Why do I have to contact when I need tell you the same thing Help! over and over again? No-one lets me know When things Go wrong! Why do I have to fill out I can never find out 4 forms to get what I am whats happening with entitled to? my enquiry!
- 5. Contacting the Council is easy I only use one We phoned the Council phone number to get when we moved what I need house and the adviser did it all for us The Council keeps in touch to let us know when things will happen even when things go wrong I check progress with my I can get all my benefits enquiry at any time even By filling in one form, at weekends and Including my kids evenings School meals
- 8. What do we need to do?
- 10. How will this benefit the Council?
- 11. How will this benefit the Council?
- 12. How will this benefit our Employees & Members?