What your organisation does is always more important than what it says. Are you really delivering for your customers or, as we always say, does the audio match the video?
Your reputation rests on people’s real experience of your services, not just the quality but also the attitudes of your staff and their responsiveness to complaints. Customer care is also about ensuring that services and information are user friendly, easily accessible and fit for purpose. We believe that customer care and good communication go hand-in-hand. We are experienced in helping organisations re-engineer their business processes to make services accessible and citizen-centred, developing e-Government solutions, and setting up call centres and one-stop-shops.
Verve completed a review of the National Policing Improvement Agency (NPIA) customer interface as part of the preparation for the proposed, new National Policing College.
As part of the review, Verve mapped and reviewed the experience of customers at each of the NPIA’s five training venues, covering everything from searching and booking a course to departure following attendance on a course. Fifteen police forces across the country were also consulted over their experiences in dealing with the training facilities and the types of courses and services on offer. The review also studied staffing arrangements and back office processes in relation to the customer experience.
Tower Hamlets One-Stop Shop
Tower Hamlets was at the forefront of local authority One Stop Shop development in the 1980’s. Twenty years later, technological advances, the transformational government agenda and innovation elsewhere in local government meant that the Council was no longer at the cutting edge of innovative local government customer service. Verve was engaged to develop a strategy that met the modern challenges, provided value for money and offered a real choice of service access channels to every resident in this vibrant, multicultural east London borough.