Conflict management training Restraint training for NHS staff Response 222 words 4.5 Customer Service Improvement 4.5.1 How would you help the Trust to achieve continuous service improvement in relation to the cost and delivery of services? Maximum Points Available 10 will attend stakeholder meetings and project boards as appropriate to share our expertise and feed in to the process of developing the Trust’s vision for the future. This approach and undertaking will be supported by the quality delivery of the day to day service. With experience and review of the infringement areas, APCOA would target enforcement in line with data output. This continuous process of review coupled with our knowledge and experience of the sector can drive operational efficiencies both in cost and service delivery. Longer term solutions linked to technology, such as Automatic Number Plate Recognition and Pay by Phone can further reduce costs whilst - importantly - enhancing the end user experience. An example of this is ANPR linked to or integrated with Pay & Display machines - this allow remote enforcement by post for overstays, reducing on site staffing and therefore reducing the cost base. All solutions are tested and proven before recommendation as ready to implement, thereby ensuring that partnering with APCOA is risk free in terms of continuous improvement both to the Trust, your staff, patients and visitors. Response 185 words How would you measure and report on levels of customer satisfaction and how would you try to improve customer satisfaction on an ongoing basis throughout the life of the contract? Maximum Points Available 10 APCOA captures customer satisfaction through its bespoke in-house reporting database. This provides management reports which allow month-on-month performance to be measured. This, supported by benchmarking within the NHS sector, allows APCOA to set targets to address areas of concern with clear actions and measures which are owned by the
Conflict management training Restraint training for NHS staff Response 222 words 4.5 Customer Service Improvement 4.5.1 How would you help the Trust to achieve continuous service improvement in relation to the cost and delivery of services? Maximum Points Available 10 will attend stakeholder meetings and project boards as appropriate to share our expertise and feed in to the process of developing the Trust’s vision for the future. This approach and undertaking will be supported by the quality delivery of the day to day service. With experience and review of the infringement areas, APCOA would target enforcement in line with data output. This continuous process of review coupled with our knowledge and experience of the sector can drive operational efficiencies both in cost and service delivery. Longer term solutions linked to technology, such as Automatic Number Plate Recognition and Pay by Phone can further reduce costs whilst - importantly - enhancing the end user experience. An example of this is ANPR linked to or integrated with Pay & Display machines - this allow remote enforcement by post for overstays, reducing on site staffing and therefore reducing the cost base. All solutions are tested and proven before recommendation as ready to implement, thereby ensuring that partnering with APCOA is risk free in terms of continuous improvement both to the Trust, your staff, patients and visitors. Response 185 words How would you measure and report on levels of customer satisfaction and how would you try to improve customer satisfaction on an ongoing basis throughout the life of the contract? Maximum Points Available 10 APCOA captures customer satisfaction through its bespoke in-house reporting database. This provides management reports which allow month-on-month performance to be measured. This, supported by benchmarking within the NHS sector, allows APCOA to set targets to address areas of concern with clear actions and measures which are owned by the
Apcoa%20Contract.docx