Memorandum from Worcestershire Hub Customer
Services Managers
Worcestershire Hub Customer Services Managers
response to the Public Administration Select Committee's consultation
on how public services can be improved by listening to the experience
of service users.
1. Can public services learn from the way
that either non-public sector organisations or overseas governments
make use of user experience in service delivery or design?
Yes—In many other countries particularly
the USA Local authorities information on websites is crystal clear
and we could learn from that. Performance indicators don't always
help, as performance in those areas becomes by whatever means
necessary, sometimes at the detriment to the overall service.
Also legislation is not always helpful for example, data protection
legislation does not back up governments requirements in terms
of service provision and joint working. We believe that there
is not enough work done to ask the customer what they want!
2. Is it possible to set minimum standards
for public services?
Yes—but need to ask customers what they
want. Important to recognise the difference between what data
tells us and the customers' perception. Need to be careful that
we don't set standards that don't make a difference to the service.
Must recognise the diversity of the range of services offered
by local government. One set of standards across all public services
would be inappropriate.
3. What role do measures of customer satisfaction
have in assessing the standards of public services? How should
users views be monitored? How can the cost of effectiveness of
user surveys and feedback mechanisms be assessed?
It depends on how we use that feedback—it
shouldn't just collected to tick a box, it must make a difference.
Feedback must be representative but the cost of engaging everyone
would be prohibitive.
4. What constitutes best practice in responding
to complaints about public services?
The Cabinet Office guidelines issues some years
ago have been implemented in most authorities.
5. Is information about complaining easy
to find and accessible?
Yes in our area—but this is not the case
across all public services. PI's in respect of complaints should
not encourage a reduction in the number of complaints; rather
we should encourage complaints to help identify service improvements.
6. Should users be more directly involved
in service delivery? If so how can this be achieved?
Yes—but we need to use a full range of
tools, questionnaires, surveys, feedback forms, comment cards,
customer focus groups and we must actually listen to what the
public tell us—regardless of whether it fits the agenda.
7. Are there certain types of decision which
are more suited to consultation that others?
Consultation needs to be cost effective and
make a difference, If legislation won't allow us to change anything
there is little point asking people for their views as it raises
expectations when we can't possibly follow through.
8. Do official consultations typically manage
to capture the views of the right people? What kinds of consultation
are most effective in engaging with the appropriate people?
The public has a set of expectations and doesn't
necessarily want to be constantly asked about the details of how
we should meet those expectations. If we say we provide a certain
service then that is what the customer expect—they don't
need to be asked all the time. The most effective consultation
are those where we go out to customers—knock on doors etc.
We should use specialists as you get a more representative response—but
that costs.
9. How valuable are advisory panels in the
design and delivery of public services?
There is a need to simplify what comes out of
those panels as it can be too complex and too specialist. Whatever
is recommended must be achievable and must be balanced with the
needs of others.
10. How does user influence relate to wider
issues of democratic accountability?
The public often disassociates voting from making
changes to public services at a local level. Communication is
key—tell people if not doing something they have asked for
and tell them why.
11. How should measures of public satisfaction
take account of complaints about policy rather than administration?
Complaints processes should include complaints
on policy so that those in charge of making the policy can take
account of it.
12. Are there situations where the views
and experiences of service users are irrelevant?
No but we can't always take account of them
due to legislation.
January 2007
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