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Nottingham City Council identified the need for a performance management solution that provided the ability to monitor certain areas to drive improvement. One area identified was monitoring feedback to the council in line with the Council’s Citizen First Transformation Programme, and a key manifesto pledge. This pledge was to ‘Make Nottingham the most citizen friendly council in the country & ensure that when surveyed 95% of people are satisfied with the way they were treated’.
A task group was set up to look at the way compliments,complaints and feedback items were handled in the City. At that time, all feedback was received in a centralised generic ‘inbox’ then manually disseminated to the appropriate team. Besides the time wastage in this process, it was difficult to manage citizen feedback in a consistent way across the organisation.
The project team concluded that having the Council’s performance data and citizen feedback consolidated in one system would be the ideal scenario, allowing the council to monitor its performance in line with how satisfied citizens were with the services provided to them.
“It was like buying a cheese and tomato pizza and then adding all the toppings! The module was built around our policy, rather than the other way around.”
Gary Dawes, Organisational Planning and Performance Manager. Nottingham County Council
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