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Customer Service Excellence An applicant’s perspective

Customer Service Excellence An applicant’s perspective. Lorraine Campbell Housing Executive 29 th January 2009. Structure. Board. Chief Executive. Director of Corporate Services/ Deputy Chief Executive. Director of Personnel and Management Services. Director of

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Customer Service Excellence An applicant’s perspective

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  1. Customer Service ExcellenceAn applicant’s perspective Lorraine Campbell Housing Executive 29th January 2009

  2. Structure Board Chief Executive Director of Corporate Services/ Deputy Chief Executive Director of Personnel and Management Services Director of Design and Property Services Director of Housing and Regeneration Director of Finance Area Offices Service Units District Offices

  3. Business Improvement Strategy EFQM Excellence Model People Customers Systems Customer Service Excellence Service Modernisation IIP

  4. Keeping on track Chief Executive (CXRG) Staff Line Managers Directors

  5. Customer Service Excellence Standard Bearer Why did we apply?

  6. Modernising Services Local Office Area Office Response Maintenance Performance Management Programme Management Housing Housing Support Services Estate Management Miscellaneous Services Regeneration Strategies Community Development/ Partnerships Housing Benefit Housing Benefit Rent Accounting Rent Accounting Centre Customer Service Unit Inspection

  7. Charter Mark

  8. Preparing for Customer Service Excellence • Understanding criteria Workshops Identified gaps Action plan Above process replicated by managers with their units Central submission

  9. CSE Criteria • Customer Insight • Culture of Organisation • Information and Access • Delivery • Timeliness & Quality of Service

  10. Criterion 1 Customer Insight

  11. Housing Community Network Central HCN 5 Area HCN 35 District Housing Community Networks

  12. Enhanced Community Network Inter Community networks Disability Forum Housing Community Network Rural Community networks Youth Forum

  13. Customer Satisfaction Research

  14. Customer Journey Mapping Housing Repairs Homelessness Schemes Housing Benefit Adaptations Rent Account Anti-Social Behaviour

  15. Customer Journey Maps Interaction with customer Suggestions for improvements Hot Spots Process Map Analysis of Research

  16. Next Steps Consultation with HCN Presentation to policy managers Final Consultation with Central HCN Review Suggestions Implementation

  17. Criterion 2 Culture of the Organisation

  18. Mission Statement “Working together to ensure that everyone has access to a decent affordable home in a safe and healthy community.”

  19. Core Values of NIHE • Fairness and Equality • Integrity and Honesty • Openness and accountability • Responsiveness to our customers • Care for the environment • Value for money • Valuing and developing our staff

  20. Telephone Contact Housing/ Homelessness Housing Benefit Response Maintenance Accounting Estate Management Local Office Repair Reporting CustomerService Personal&OrganisationalSkills Using IT Divisional Competence Structures Functional Area Office Generic

  21. Personal Standards of Service

  22. Management Charter

  23. “I am nominating her because no matter when I ring the Housing Executive with a problem she is always there to help and solve it, her telephone manner never changes.” Winner and runner up at annual Management Conference

  24. Housing Community Network Annual Conference

  25. Criterion 3 Information and Access

  26. Housing News • Home Information Pack • New Tenancy Officer

  27. How and why Customers contact the District Office? Volume of calls: 2.5 million Volume of visits to counter: 400,000 Incoming Post 1.2mill Reason for visit • Housing Benefit 38% • Housing/ 26% Homelessness • Maintenance 9% • Cash Payment 12% • ‘Estate mgmt’ 11% • Rent A/C 4% • ● HB 80% + • ●Housing 8% • ●Others 11% • ● Email < 1% • Maintenance 40% • Housing Benefit 19% • Housing 18% • ‘Estate 16% Management’ • Rent A/C 7%

  28. New Website Kiosks

  29. Digital Inclusion

  30. Criterion 4 Delivery

  31. Performance Monitor

  32. Customer Satisfaction

  33. Benchmarking NI Best Practice

  34. Complaints procedure

  35. Customer Service- Perceived Failure Reports

  36. Criterion 5 Timeliness and Quality of Service

  37. Customer Service Unit

  38. E-Benefit

  39. Appointments • Appointment system • Appointment reminder pilot- texts

  40. Mystery shopper

  41. Lessons learned • Involve all staff • Involve customers early • Steal Ideas! • Welcome cynics • Keep good records • Be prepared for criticism • Celebrate success!

  42. Next Steps • Customer Segmentation • Customer Journey Maps plus • LEAN Process Reviews • Continuous improvement

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