A council can have the most incredible digital service but if a person cannot track the progress of a request once they’ve submitted it, it becomes a breeding ground for customer expectations not being met and failure demand.
Human nature assumes the instant they complete something online then someone is dealing with it. Companies like Amazon, Domino's and Just Eat keep their customers informed with progress online so that they don’t have to deal with the inevitable phone calls from customers wanting an update.
If the public sector could do this, i.e. keep their customers in the loop across every single service that they provide, then the result will be not only better customer service, but also savings and a reduction in workload.
During the session, John will explain how private sector levels of customer service can be duplicated by the public sector with a simple digital solution.