Service Improvement

Why Customer Service Matters in the Public Sector

The public sector is one of the biggest service providers in the UK, employing around 5.7 million people (ONS, 2022).

The quality in service provision can vary widely, often resulting in an inconsistent and frustrating customer experience. When these service providers put customer service at the forefront of their provision, the benefits are clear and include cost savings, fewer complaints and increased staff retention rates.

SERVICE IMPROVEMENT

Effective Written Responses to Complaints in Education

Improve Your Written Responses to Complaints

SERVICE IMPROVEMENT

Service Design for the Public Sector

Unlock the Potential of Your Services

SERVICE IMPROVEMENT

Effective Written Responses to Complaints in the Public Sector

Improve Your Written Responses to Complaints

SERVICE IMPROVEMENT

Handling Aggressive Verbal Complaints

Defuse and Mitigate Aggressive Behaviour

4 June, 2024

Masterclass: Handling Suicidal Conversations

Learn effective communication techniques and greater confidence to manage and handle suicidal conversations in a sensitive way.

7 March, 2024

09:25 - 16:15

SERVICE IMPROVEMENT

SERVICE IMPROVEMENT

Handling Conversations and Complaints with Vulnerable Service Users

Support vulnerable people with empathy and compassion

SERVICE IMPROVEMENT

Effective Public Sector Complaint Handling

Use practical examples to focus on how best to investigate complaints and resolve them and ensure your final response is as robust as possible.

14 May, 2024

10:00 - 15:00

SERVICE IMPROVEMENT

Developing Effective Written Responses to Complaints in Healthcare

Excel at Accurate, Compassionate and Comprehensive Correspondence

25 April, 2024
09:25 - 16:15

Hello! Welcome to our new Service Improvement page. Do you handle and respond to complaints at your organisation and need to develop these skills?

You can find a range of courses and content here!

What is The Government’s Service Standard?

The Service Standard helps teams to create and run great public services.

  1. Understand users and their needs

  2. Solve a whole problem for users

  3. Provide a joined up experience across all channels

  4. Make the service simple to use

  5. Make sure everyone can use the service

  6. Have a multidisciplinary team

  7. Use agile ways of working

  8. Iterate and improve frequently

  9. Create a secure service which protects user’s privacy

  10. Define what success looks like and publish performance data

  11. Choose the right tools and technology

  12. Make new source code open

  13. Use and contribute to open standards, common components and patterns

  14. Operate a reliable service

Complaints Procedure – Department for Education – Gov.UK here

How to Reduce Customer Complaints – 5 Ways:

  1. Use advanced technology to keep on top of safety issues

  2. Provide exceptional customer service

  3. Be sure to deliver on promised standards

  4. Ask for feedback

  5. Find the root of the problem

Complaints to the Public Sector – Do they make a difference?

Have a look at experts discussing why people don’t tend to complain about public services and how complaints can drive improvement on The Guardian here

What are the 6 Principles of Good Complaint Handling?

  1. Getting it right.

  2. Being customer focused.

  3. Being open and accountable.

  4. Acting fairly and proportionately.

  5. Putting things right.

  6. Seeking continuous improvement

Service Improvement

  • How Service Design Can Transform Public Sector Performance


    In today’s modern world, public sector organisations face mounting pressure to deliver efficient, budget-friendly services to their users.

  • Responding to Written Complaints in Education: Addressing Concerns From Students & Parents


    There are different types of written complaints to consider when working in a school or higher education.

What Can the Public Sector do to Prepare for the Upcoming Procurement Bill 2023?

With the upcoming Procurement Bill 2023 nearing the final stages, its important that public sector organisations take into consideration the impact that new changes may bring. The government has released guidance on four areas where early consideration and action can best help organisation prepare for the changes:

  • Processes and policies – make sure your current processes and procedures are robust on areas such as pre-market engagement and supplier evaluation/assessment.

  • Systems – Familiarise yourself with the document ‘Transforming Public Procurement – Our Transparency Ambition’ which outlines the government proposals to improve transparency of UK public contracts and spending.

  • People – consider the procurement and contract management capability across your organisation, and consider benchmarking your organisation against relevant commercial and procurement operating standards and other comparable organisations.

  • Transition – ensure contract registers and details are up to date, conduct a review of pipelines to identify planned procurement activity over the next 18 months and engage with your key supply chain about the new regime.

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