Library
Our library contains documents held on the Improvement Service site together with links to documents held externally. A list of websites which also hold publications and information useful to those working in local government is available in our Information Sources section.
Users of the IS site are invited to submit documents that they think will be of value to other site users. Please note that you must be a registered user of the Improvement Service website and logged in if you wish to submit a new document. Documents submitted will not appear on the site immediately but will be subject to approval by our editorial team.
If you need any guidance or help please read our 'How to use this site' document.
Case Studies, Research and Good Practice
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In Communities in control: real people, real power the Secretary of State for Communities and Local Government promised to commission a review into redress for citizens when their council services fail to meet agreed standards. David Cook, Chief Executive of Kettering Borough Council, chaired this independent review and looked at the experience of service and redress provision from the customer's viewpoint. In particular the Review looked at how a customer-focused approach can be embedded in the culture of local service providers, to ensure services deliver first time as well as deal better with complaints.
There is a Practitioners Toolkit which accompanies this report at http://www.communities.gov.uk/documents/communities/pdf/1258307.pdf (http://www.communities.gov.uk/documents/communities/pdf/1258307.pdf)
Checklist of issues to consider and tips for success when implementing a caseload management system within a local authority.
User guide for the Customer Service Toolkit.
List of council-based administrators for the Customer Service Toolkit.
This report focuses on the effectiveness of customer contact and how this contributes to providing better service to customers.
