Customer and Citizen Focused Public Service Provision
Robert Stevenson, RDS Consultancy Services &
Peter Gibson, Customer Management Consultancy
The Scottish Executive Central Research Unit
2002
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Contents
Acknowledgements
Executive summary
Chapter 1 - Introduction
1.1 Background
1.2 Research objectives & Methodology
Chapter 2 - BACKGROUND AND CONTEXT
2.1 Policy Context
2.2 Approaches to developing a customer/
citizen focus in public services
Chapter 3 - CUSTOMER FOCUS FINDINGS
3.1 Introduction
3.2 Methods used to get feedback from customers
3.3 Customer Complaints
3.4 Customer Comment or Suggestion Schemes
3.5 Customer Surveys
3.6 Customer Contact or Exit Surveys
3.7 Qualitative Feedback Mechanisms
3.8 Overall Approach to Handling Customer Feedback
3.9 Effectiveness of customer feedback mechanisms
3.10 Future Improvements
3.11 Conclusions
Chapter 4 - CITIZEN FOCUS FINDINGS
4.1 Introduction
4.2 Approaches to Engaging with Citizens
4.3 Passive Approaches
4.4 Deliberative approaches
4.5 Participative approaches
4.6 Conclusions
Appendix 1 - REFERENCES
List of Tables
Table 1.1 - Responses to postal survey
Table 3.1 - Customer complaints access arrangements
Table 3.2 - Making use of customer complaints
Table 3.3- Corporate guidance on handling customer feedback
Table 3.4 - Customer feedback as a wider approach to quality management
List of Figures
Figure 2.1 - Customers, Citizens and Stakeholders
Figure 3.1 - Customer feedback mechanisms used during the last two years
Figure 3.2 - Types of survey used to get feedback from customers.
Figure 3.3 - Methods used to survey customers
Figure 3.4 - Perceived weaknesses in customer feedback mechanisms
Figure 3.5 - Effectiveness of recording customer feedback via different channels
Figure 3.6 - Future improvements in customer feedback handling
The views expressed in this report are those of the researcher and
do not necessarily represent those of the Department or Scottish Ministers.