Review customer Director of CCP Updates include: Monitor and review Monitor and review Monitor and review satisfaction corporate surveys measurement issued on a methods with a rolling basis view to obtaining for each service, an increased interspersed with response rate. ad hoc surveys and focus groups. Senior Customer will Monitor and review Monitor and review Monitor and review Use customer feedback to help Management be incorporated e.g. with the potential of and develop Team Director of in the re-design of expanding the – BSO services and CCP to Payroll structure of services where provide flexible customer feedback business solutions is integral to Maintain and Senior Update the Monitor and review Monitor and review Monitor and review enhance the BSO Management Customer Customer Team Director of Catalogue at the – Catalogue CCP to start of each year as baseline and as a document on ‘live’ website on an ongoing basis. Continue to Director of CCP to Pilot alternatives to Monitor and review Monitor and review Monitor and review develop corporate co-ordinate CIPFA approach to benchmarking. benchmarking Utilise baseline information on Public Sector Shared Services costs and practices as appropriate.
Review customer satisfaction measurement methods with a view to obtaining an increased response rate. Director of CCP Updates include: corporate surveys issued on a rolling basis for each service, interspersed with ad hoc surveys and focus groups. Monitor and review Monitor and review Monitor and review Use customer feedback to help and develop BSO services and provide flexible business solutions Senior Management Team – Director of CCP to Customer will be incorporated e.g. in the re-design of Payroll structure Monitor and review with the potential of expanding the of services where customer feedback is integral to Monitor and review Monitor and review Maintain and enhance the BSO Customer Catalogue Senior Management Team – Director of CCP to Update the Customer Catalogue at the start of each year as baseline and as a ‘live’ document on website on an ongoing basis. Monitor and review Monitor and review Monitor and review Continue to develop corporate approach to benchmarking Director of CCP to co-ordinate Pilot alternatives to CIPFA benchmarking. Utilise baseline information on Public Sector Shared Services costs and practices as appropriate. Monitor and review Monitor and review Monitor and review
BSO%20CUSTOMER%20RELATIONSHIP%20STRATEGY%202017%20final.docx