BS1037 Quality Management in the Public Sector

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BS1037 Quality Management in the Public Sector

• 8 Customer Care in a local authority

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Case study of Shepway District Council
• http//www.shepway.gov.uk/

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Principles
• Be attentive and courteous
• Be honest and fair in dealing with customers
• Respond quickly to requests for assistance
• Provide services that are fair and accessible
  to all
• Set and publish standards for all services
• Record, monitor and publish compliments and
  complaints

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Principles
• Explain our services and keep the public
  informed of what is happening
• Ensure complaints are dealt with openly and
  fairly
• Actively seek the views of customers and staff
• Review our customer and staff commitments
• Share good practice

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Community Priorities
• We need to project a positive image so that
  people feel confident about approaching us for
  help and assistance. This applies to the
  public and other agencies.
• We need to incorporate all customer care
  skills, such as listening and being fair into
  our work.
• The Council is also committed to valuing staff
  and providing any necessary support and
  training to enable staff to do their jobs and
  develop. 

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Who are our Customers?
• Our customers are the people we come into
  contact with during our work time. This
  includes people who live, work in or visit the
  area. It also includes people acting on behalf
  of people who live in the area.
• The customers of some services will be
  employees, local businesses and partners.
• The customer care standards will also apply
  when dealing with colleagues in the Council.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• What is Customer Care and why is it important ?
  (1)
• We are all here to provide a public service.
  Customer care is about treating other people the
  same way you would like to be treated. People
  want accessible, efficient services and we must
  all strive to meet these demands.
• Customer care means providing a good quality
  service in a friendly, efficient and helpful way,
  continually striving to improve services, by
  ensuring good communication and a positive
  attitude to customers.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• What is Customer Care and why is it important ?
  (2)
• Generally customers will request a service from
  the Council. In some instances we may need to be
  involved with people when they do not
  particularly want our involvement. However, in
  all our dealings with people, customers have the
  right to be treated with dignity, respect and
  courtesy. Where possible we should offer choices
  and in all cases give information about what is
  available. If a service is not available an
  explanation must be given.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Highlighting areas of good practice
• We need to acknowledge the hard work and
  innovation displayed by staff.
• If something is working well in one service it
  may be possible for other services to follow
  this example
• We need to introduce systems so that good
  practice can be communicated to all staff.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Service Standards (which should be publicised)
• waiting and response times to telephone
  calls, correspondence and callers
• commitments and service standards to do with
  how we all deal with customers
• reliability and punctuality standards
• a publication date showing when leaflets are
  produced
• the use of plain language

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Correspondence (1)
• All correspondence must be responded to within
  the services set timescale. If a full
  response is not available you must send an
  acknowledgement to the customer outlining any
  progress made, why there is a delay and give
  the name and contact details of who is dealing
  with the query and a new timescale for a full
  reply.
• The corporate style template must be used on
  all letters.
• Use customers names when known, eg
  Miss/Ms/Mrs or Mr rather than Sir/Madam. Use
  yours sincerely for the former, and yours
  faithfully for the latter.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Correspondence (2)
• Avoid jargon, technical language and
  abbreviations.
• If you are going on annual leave ensure
  someone checks your in-tray for new mail and
  deals with urgent messages.
• Avoid the use of impersonal standard letters
  wherever possible.
• If a colleague goes on sick leave ensure that
  you check their in-tray and deal with urgent
  messages and correspondence.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Emails
• When sending/replying to an e-mail ensure you
  follow the corporate guidelines.
• Before going on leave, use the out-of-office
  assistant facility, explaining where help can be
  obtained whilst you are away. Ensure you
  display the dates you will be absent.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Plain written language (1)
• Stop and think before you write make a note
  of the points you want to make in a logical
  order
• Imagine you are talking to your reader. Write
  in a tone and style that suits the reader. Be
  sincere and personal, but dont patronise.
• Get to the point quickly the beginning must
  be of interest to your readers and give them
  the incentive to continue.
• Be understood obscure, Latin, foreign and
  legal words wont impress readers or help
  your writing style.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Plain written language (2)
• Dont use jargon unless your readers will
  understand it avoid technical words. Explain
  any technical terms you have to use.
• Keep your sentence length down try to stick
  to one main idea in a sentence. Be punchy.
• Be direct for example, say I/We will do it
  and not it will be done by us/me.
• Be clear dont waffle or stray from the main
  point or message. Make sure the phrases you
  use are not vague.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Plain written language (3)
• Promote the right image design helpful
  leaflets and forms.
• Read and check everything you write is the
  grammar correct? Does it read clearly? Will the
  reader understand?
• Use your spellchecker.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Guidance on answering the telephone (1)
• Telephones should be answered within 20
  seconds of ringing (4 rings).
• There may be rare occasions when staff may not
  want to give personal details. Any alias or
  alternative way of answering must be agreed
  with your Manager.
• Where you are unable to help the caller
  straight away, you should take the customers
  name, address and telephone number. Tell the
  caller when you expect to come back to them,
  eg within 30 mins, with a response or,
  alternatively, ensure that the appropriate
  officer contact them.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Guidance on answering the telephone (2)
• If you are going to be out or unavailable make
  suitable arrangements to deal with telephone
  queries
• Keep a notepad by your telephone and offer to
  take a message if you are answering a call for
  someone who is not available or help them
  yourself if you are able to.
• Try to resist the temptation to interrupt, and
  ask the caller to repeat a message if you do
  not understand it.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Guidance on answering the telephone (3)
• The Council believes that employees should not
  be subject to verbal abuse and/or threats of
  violence. Note the details and speak with
  your manager immediately if this occurs.
  Further guidance is available in the Preventing
  Violence at work policy available in the
  Personnel Handbook
• There will be times when you need to be firm
  with the caller in order to help them. Be
  polite rather than aggressive.
• Dont be afraid to say no.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Guidance on home visits (1)
• Show your identity badge before going into a
  customers home, whether they request to see
  it or not.
• Ensure that you comply with the Councils
  guidelines on appropriate dress.
• If visiting someone with a visual impairment
  or door entry system ask if they would
  prefer the use of a password before visiting.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Guidance on home visits (2)
• Check with the customer that you are in the
  right place, with the right customer, before
  proceeding with the purpose of your visit.
• If taking notes, check with the customer for
  accuracy and explain why you are taking note.
• Offer help if there are forms to explain or
  complete.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Guidance on home visits (3)
• Reflect and sum up at end of visit, ensuring
  the customer is aware of any proposed action.
• If you are unsure about some things, say so
  but find out the answer as soon as possible
  and let the customer know.
• If you are running late, telephone the
  customer to explain this and give a revised
  time. Try not to postpone/cancel visits.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Guidance on home visits (4)
• If you are on sick leave and are able, ask a
  colleague to contact any customers with
  appointments to let them know.
• If a colleague goes on sick leave ensure that
  you check their diary and in-tray and
  cancel/postpone any appointments as
  appropriate and deal with immediate
  appointments, as appropriate.
• Sometimes it is more appropriate and
  customers prefer a visit from someone of the
  same gender.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Guidance on home visits (5)
• Make sure you read any background information/
  correspondence prior to visiting. Find out
  beforehand if you are likely to need support
  services, such as a language interpreter.
• Refer to risk register before making home
  visit.
• Follow Councils Working Alone in Safety policy

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Guidance on reception areas (1)
• Remember first impressions are important, be
  friendly and welcoming.
• Staff must wear identity badges.
• Refer to guidelines on appropriate dress code
• Ensure customers are acknowledged on arrival.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Guidance on reception areas (2)
• Ensure waiting times are kept to a minimum. If
  this is not possible, explain to the customer
  why there is a delay and give a new time to be
  seen. Please speak with your manager if you
  cannot meet this standard.
• When interviewing customers use a private
  interview room if available.
• Make sure you follow up enquiries and ensure
  action has been taken.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Guidance on reception areas (3)
• Ensure reception areas are tidy with up to
  date information leaflets/posters.
• Keep reception areas clear to enable access
  for wheelchair users and customers with
  buggies.
• Where large numbers of customers are
  expected, systems should be introduced to
  minimise queuing.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Guidance on reception areas (4)
• Offer customers assistance, e.g. with
  completing forms or with seating.
• Where possible a small area should be set aside
  for children.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Complaints (1)
• The Council is keen to hear the views of
  customers. We are a diverse organisation and
  sometimes things do go wrong. It is our
  responsibility to listen to customers and
  apologise if we do get things wrong and take
  action to ensure such issues are not repeated.
• Conducting surveys and encouraging customers to
  give us feedback (compliments,comments and
  complaints) will help customers feel that the
  Council is committed to listening to them.
  Remember colleagues can also be customers.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Complaints (2)
• Complaints must be acknowledged within set
  timescales.
• If possible, deal with complaints on the
  spot. If this is not possible full responses
  for complaints must be completed within set
  timescales.
• When responding to complaints remember to
  answer all points raised by the complainant.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Complaints (3)
• You should record all complaints.
• Ensure that you listen to the complainant and
  check that you have interpreted the complaint
  correctly. Ask the complainant how they feel
  the matter should be resolved.
• A complaint should be dealt with similarly
  whether received at the main Council offices or
  Area/offices/one stop shop

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Complaints (4)
• Complaints forms must be available in all
  reception areas.
• Take the opportunity to learn from complaints
  to improve services. Trends need to be
  monitored and appropriate action plans
  instigated.
• Staff often ask for a definition of a
  complaint, who can complain and what about. A
  complaint can be defined as a dissatisfaction
  expressed by a service user or someone on
  their behalf which needs a response.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Complaints (5)
• Some customers may prefer that their
  dissatisfaction be dealt with initially as a
  comment/query. If this happens it should still
  be recorded with the outcome. If people remain
  unhappy after this process they will, in most
  cases, still have a right to make a complaint.
• Colleagues must follow grievance procedure.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Compliments
• It is equally important that compliments from
  customers and colleagues are recorded and
  collated and published. Figures should be sent
  monthly with the complaints figures in regular
  reports to Members and will be available to the
  public.
•  

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Customer Comments and Suggestions
• Comments and suggestions are a valuable source of
  feedback on service delivery. These should be
  recorded and should be included in the
  monitoring/analysis of complaints figures. 

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Staff Comments and Suggestions
• It is also important that staff are given an
  opportunity to comment on service delivery and
  managers must put in place systems to record this
  and action agreed suggestions. This could be a
  simple form or discussions at regular team
  meetings. Often staff, especially frontline
  staff, are best placed to offer suggestions on
  improving services.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Equalities
• Translation and interpreting services
• Make sure leaflets/documents are or can be
  translated.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Equalities
• Services for customers with sensory disabilities
• Provide appropriate information for visually
  impaired residents eg Braille, large print,
  and audiotape.
• Always consider signing interpreters for
  customers who are deaf but sign.
• Advertise the minicom services, for people who
  are hearing impaired (which are machines which
  receive messages typed in on a keyboard).

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Equalities
• Physical design
• Consider the needs of disabled people and
  children when looking at new premises,
  refurbishing existing buildings, or when
  arranging external meetings. Always consult with
  the Access Officer.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Common courtesies for disabled customers (1)
• Treat disabled people as you would treat any
  other person.
• Do not assume that an offer of assistance
  will automatically be welcome. Wait until your
  offer is accepted. Even then do not assume you
  know the best way of helping. Instead, listen
  to any instructions you are given by the
  expert (the one who receives the assistance).

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Common courtesies for disabled customers (2)
• Do not ignore a disabled person by talking to
  them through a companion - does she/he take
  sugar syndrome.
• Relax, speak normally and stand in front to
  allow contact to be made, in the same way you
  would when talking to anyone else.
• Be prepared to sit down or crouch to speak with
  a person in a wheelchair rather than tower
  over the person, as this can be intimidating.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Common courtesies for disabled customers (3)
• Even when it is the companion you wish to speak
  to, take up a position so that the wheelchair
  user, who may be unable to turn, can also join
  in the conversation and does not feel left out.
• A wheelchair is part of the body space of the
  person using it. Do not lean on it unless you
  would normally lean on the people themselves.
• However, do not be afraid to make physical
  contact with a disabled person in the same way
  as you would with anyone else, eg. offering a
  handshake.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Training and Staff Development
• Recognition of the crucial importance of customer
  services and the vital role of everyone working
  within the Council has prompted the development
  of training courses specifically on customer care
  issues. These will support staff in their work.
  Training courses available are detailed in the
  training prospectus, which is available on the
  Intranet.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Information and Communication(1)
• In order to provide good customer care, you must
  be aware of information available regarding the
  Council. The more knowledgeable you are, the
  better the service provided to customers. If you
  dont have a copy of the structure of your
  Department, ask your manager for a copy.
• You should know about information leaflets
  relating to their service and where to re-direct
  customers if their need is for an alternative
  service. If you have access to the internet,
  there is an A-Z of Council services which can be
  used as a reference. Our website address is
  www.shepway.gov.uk

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Information and Communication(2)
• It is important that managers pass information to
  staff and it is essential that a slot is set
  aside in regular staff meetings for information
  sharing. It is also the responsibility of all
  staff to read Council policies and procedures and
  to read material such as newsletters and
  information sheets. All units/teams should have a
  central point for storing such material.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Consultation
• It is a vital aspect of customer care actively to
  seek the views of customers to ensure we are
  meeting their needs. It is also a key requirement
  under Best Value. Managers should also put in
  place systems to enable staff to make suggestions
  about service change and service delivery. It is
  important that consultation takes place at an
  early stage. After any consultation exercise it
  is vital to provide feedback to participants and
  inform people about any action being taken as a
  result of the consultation.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Whistleblowing
• The Council has demonstrated its commitment to
  the highest standards of openness and
  accountability with the launch of its new
  confidential reporting policy, commonly known as
  the whistleblowing policy detailed in the
  Constitution of Shepway District Council.
• It is designed to give employees and contractors
  working with and for the Council the opportunity
  to raise any concerns they may have about issues
  such as unacceptable behaviour, corruption,
  malpractice or fraud. Such individuals will be
  given protection from possible reprisals or
  victimisation if disclosures are made in good
  faith.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Measuring Performance (1)
• The last few years have seen a substantial
  increase from central government of performance
  indicators to meet. At times, this may feel
  overwhelming. However, it is important to
  remember that local people are entitled to value
  for money public services. Most of our customer
  care standards simply demonstrate courtesy and
  fairness attributes which show our commitment to
  our customers.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• Measuring Performance (2)
• Many of the indicators relating to customer care
  will be monitored by the Audit Commission
  external inspectors through the Best Value
  process. Managers will also be responsible for
  monitoring many targets (frequency to be
  confirmed). The customer care standards and
  targets will need to be reviewed regularly and
  new standards set so that we can continue to
  improve services to local people IN order to do
  this effectively, all staff are encouraged to
  contribute to this process.

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BS1037 Quality Management in the Public Sector8
Customer Care in a local authority

• List of Council Policies
• The following policies may help in achieving an
  excellent standard of customer care
• Working alone in Safety
• Preventing violence at work
• Internet Policy and Code including email
  guidelines