The project follows the publication of Improving the understanding of customer satisfaction & experience in Scottish local government - a report from the IS and Consumer Focus Scotland which highlighted an appetite for a collaborative approach and made a number of recommendations.
A project manager, Carrianne Hall, has now been appointed to help take forward the project's key deliverables. These are:
- A question bank of tried and tested questions;
- Data standards to ensure data is recorded and stored in a consistent format;
- Workshops and training support;
- Good practice toolkits to support research activities.
In taking this project forward, the need to align with some parallel work underway around Single Outcome Agreements ( SOA ) is clearly recognised.
For example, the SOA: Improving Local Outcome Indicators project is focused on:
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Reviewing and further developing local outcome indicators;
- Addressing issues around the availability of useful and robust data at a local level;
- Considering the wider related issues regarding the assessment of outcomes.
In common with the Customer Satisfaction & Experience Measurement project, a similar need to build capacity amongst local government practitioners has been identified by the Improving Local Outcome Indicators project particularly for those involved in the development of evidence-based outcomes and their measurement.
Practical steps to determine how any common requirements can be best addressed ( and jointly, where possible ) are now being actively explored by both project teams working together.
Further details on the Customer Satisfaction & Experience Measurement Project are available from Carianne Hall or Martin Brown on 01506 775558. Alternatively, you can find out more and keep informed of progress at the project's Community of Practice.
