Improving customer service now sits at the heart of the transformation agenda for Local Government, but our journey at Kettering began five years ago when the council agreed a strategy to become more customer-focused. We were at the time a traditional silo driven council. For example, in the local offices, customers had to wait to see a different person for each type of query; if you had a range of issues, then you had to queue again and again. Customers used to stand with no privacy for conversations at the desk and in a stressful environment which led to tensions for them and inefficiency for us.
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