Service Delivery Introduction

Over the past ten to fifteen years, the Public Sector including the Civil Service has made enormous strides in improving quality of service. We have been heavily involved in supporting this from the early days having developed the original Civil Service College training workshops and worked closely with Departments and Agencies to help them start.

Our original work has now led to more focussed work on particular issues such as process improvement, customer service, and complaints handing. One of our associates specialises in the Business Excellence Model.

Clients include:- Central Office for Information, Immigration Service, MOD, English Nature, Benefits Agency.

Our approach is extremely practical, providing action workshops which focus on the three key elements to service quality:

Developing a Customer Focus
Establishing simple means of communicating with customers - finding out their needs and requirements, guiding customers on how to access services, getting feedback on performance.
Improving Working Practices & Procedures
Reviewing procedures & practices to identify weaknesses creating errors, extra work, lack of flexibility and slow service. Enormous improvements can come though very simple changes.
Developing Staff Skills and Climate
Developing a climate that supports co-operation, teamwork and a customer focus. Ensuring that those providing the service and those supporting them have the skills and motivation needed.

To support such training, we have now developed our web-based Improving Processes & Service Toolkit which can be viewed in the e-learning guides section, and which can be tailored to a client's particular needs.