04a JSNA Appendix , item 5. PDF 6 MB - Lambeth Council
04a JSNA Appendix , item 5. PDF 6 MB - Lambeth Council
04a JSNA Appendix , item 5. PDF 6 MB - Lambeth Council
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DRAFT<br />
Introduction<br />
What is the Citizens’ Focus Programme?<br />
<strong>Lambeth</strong> <strong>Council</strong> and its partners want to improve Customer Services and are<br />
committed to developing a shared Customer Focus Programme (CFP) which will<br />
achieve this. There is also a desire to link customer services to our ambitions for<br />
engaging our communities and improving democratic participation as stated in<br />
the corporate plan<br />
Objectives of the strategy<br />
• It will be a strategy for the whole council – not just the customer services<br />
functions<br />
• It will embrace all of our partners – becoming a strategy for <strong>Lambeth</strong><br />
public services not simply <strong>Lambeth</strong> council services – and therefore it will<br />
be located within the LSP rather than the council<br />
• It will respond to the new national agenda for reducing avoidable contact<br />
and personalising services which means it may impact on both the design<br />
and delivery of our services<br />
• It will move beyond seeing people as customers of individual or groups of<br />
services, and address them as citizens with broader rights and interests. It<br />
will therefore look at how we can use our customer services infrastructure<br />
to further our community engagement and democratic objectives. This<br />
may mean we should talk in terms of a citizens’ services strategy.<br />
Research underpinning the Customer Focus Programme<br />
There is a need to identify what we already know about our citizens; what are<br />
their views are about the services offered by the council and partnership<br />
organisations? What are they currently happy with and where do they feel<br />
improvements are needed?<br />
This literature review is part of a four stage research project which will answer<br />
these questions and underpin the development of the CFP. The CFP research<br />
project covers:<br />
1. Literature review.<br />
2. Mosaic analysis of 2007 residents’ survey results.<br />
3. Staff workshops with customer-facing staff<br />
4. Complaints analysis<br />
This literature review will be complemented by analysis of the <strong>Lambeth</strong> 2007<br />
residents’ survey results by Mosaic categories of respondents. Staff workshops<br />
will also be run with customer-facing staff and complaints will be analysed to<br />
<strong>Lambeth</strong> <strong>JSNA</strong> – Preliminary assessment<br />
Version 4<br />
October 2008<br />
137
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