Communicate information on services and performance through
tried-and-tested methods and innovative approaches
| Factors which need to be addressed or where greater progress is needed | Signs of success |
|---|---|
| 1.
Publicise service and performance information to users,
including estimates of the costs which users are likely to incur |
Both interest groups acting for citizens and direct consultation with users do not raise concerns about groups being unable to easily identify information about the service and the costs of using it. |
| 2.
Understand and manage the particular risks of communicating with
customers via new technology or contact centres. |
Corporate risk
registers cover risks relating to use of new technology and
contact centres. When live, customers do not complain that they can not access the service via the new technology. Management information indicating that the services are operating at or above target performance levels |
| 3.
Review literature on services regularly to ensure that it is
easy to understand and obtain, as well as accurate and complete. |
A senior official
taking responsibility for the literature being kept up to date. Reports of regular reviews of literature, whether paper or electronic, to ensure it is easily accessible and up-to-date. |
| 4.
Look for innovative ways of communicating with customers |
Reports from in-house innovation specialists, or external expert advisers, that the organisation is abreast of latest developments and has exploited opportunities to innovate |
Please click on a factor to go to a checklist and linked guidance/cases.
