04a JSNA Appendix , item 5. PDF 6 MB - Lambeth Council

DRAFT
Recommendations for further research
- At Lambeth Council, we currently have a weak understanding about how
Lambeth residents view the services offered by partnership organisations:
What do people think of their customer experience of Job Centre Plus,
Metropolitan and community police services, health services, the voluntary
and community sector and fire services within the borough? How well do
council services link up with partnership services? How can these services
complement each other and work better together?
- Research has shown that there are two groups of people accessing
services within Lambeth. One group uses a lot of services and require
detailed contact specific to their needs. They like to contact us by phone
or in person. The other group use very few services and may potentially
want less contact. Research could be carried out to determine whether
this is the case and how customer service can best be structured to meet
the needs of heavy and light users of local services.
- There is currently little information available on the views of business
users. It would be interesting to understand their views on the services
they use and how they could be improved.
- Although people see the internet as an important source of information,
there appears to be barriers to using technology interactively for
contacting services, making payments and resolving problems. Further
work could investigate the barriers to interactive contact via the internet.
Lambeth JSNA – Preliminary assessment
Version 4
October 2008
136