Civica Connect to help London Borough of Tower Hamlets make key service improvements 
As pressure increases for local authorities to focus on how they deliver services to their customers, Tower Hamlets Council has chosen Civica Connect to deliver a customer service improvement solution.

Civica Connect will deliver a flexible customer satisfaction measurement tool which allows anonymous, automated surveys to be undertaken by telephone, over the web and face-to-face without the cost of staff to do the tedious and repetitive administration and where necessary in multiple languages.

Customers making service requests either by phone, at the Council’s One Stop Shops or on the internet will be invited to complete a short satisfaction survey. This will greatly increase response levels compared to paper-based surveys, allowing more informed decision-making and relevant changes to services to ensure customer satisfaction. They will also have the opportunity to complete this at information Kiosks supplied by Civica.

The survey will focus on how happy customers are with the Council’s response when accessing a wide range of services – this could be a request for a housing maintenance repair, paying a parking fine, requesting a special refuse collection or simply a request for information. To ensure all access channels are covered, customers will be invited to complete the survey both after phone calls and on touch-screen kiosks in the Council’s One Stop Shops.

Claire Symonds, Service Head, Customer Access at the Council, chose the product because “we like the range of features the solution delivers. It’s flexible, gives us the freedom to ask the questions we need answered and to run as many surveys as we require, and it will grow with our organisation”.

Civica Connect is delighted that Tower Hamlets are taking on the challenge to examine the quality of their services.  David Rowlands, Director said, “We are very confident that we can help Tower Hamlets realise real improvements which will directly enhance their customers’ experience.  Although the process of analysing and changing processes may seem daunting, with tools like this the majority of the hard effort is removed”.