Gather information on user expectations so that services can
respond to changing requirements and circumstances.
| Factors which need to be addressed or where greater progress is needed | Signs of success |
|---|---|
| 1.
Gather information on user expectations of the service they will
receive |
Comprehensive accounts
of user expectations, drawing upon complaints and other sources |
| 2.
Look for innovative ways of communicating with customers |
Reports from in-house
specialists, or external expert advisers, that the organisation
has exploited opportunities to innovate. This should include
expert review of the appropriateness of existing methods of
communicating with customers. |
| 3.
Publicise service and performance information to users,
including estimates of the costs which users are likely to incur |
When invited to do so,
interest groups acting for citizens do not raise concerns about
groups being unable to easily identify information about the
service and the costs of using it. |
| 4.
Design ways of giving customers reasonable choice and provide
customers with information about these choices |
All groups of
customers are able to access the services in ways that they
consider appropriate. Customer surveys indicating that customers are aware of the choice open to them |
| 5.
Undertake and make use of careful forecasting and managing of
customer demand |
Reports to senior
management showing mismatches of at most 10% for continuing
services |
| 6.
Make sure customers’ and providers’ perceptions of whether
communication has taken place are the same. |
Feedback from
customers that indicate that their expectations of services are
being met. Reports to senior management demonstrating that published service standards are regularly met |
Please click on a factor to go to a checklist and linked guidance and guidance/cases.
