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

DRAFT
identify key issues. This initial research will be combined to enable any gaps in
knowledge to be identified. New research will then be commissioned to address
these gaps.
Scope of literature review
There is a wealth of information available about the council and partnership
performance. This report aims to draw together satisfaction data from across all
services with a view to identify key strengths as well as areas for improvement. It
also aims to identify gaps and areas for future research. It is important to
remember that this review focuses on the perceptions of Lambeth’s citizens and
so may not reflect actual service delivery and only contains data that was made
available. It is by no means exhaustive. If you have further data that you would
like included, please contact the Research and Consultation team on 020 7926
2680 or consultation@lambeth.gov.uk
Key findings
How important is customer service?
When compared against issues such as tackling crime and antisocial behaviour,
customer services are rated as less of a spending priority by Lambeth residents.
However, we know from Ipsos MORI research that customer service is a key
driver of overall satisfaction.
Research conducted as part of the 2008/09 budget consultation found that any
customer service cost savings that can be implemented without too much impact
on service delivery would be welcomed by Lambeth residents, including taking a
slightly longer time to answer phones and reducing opening hours of call centres
in less busy times. However, people are against cost saving measures that they
feel will impact on the quality of service delivery. Voice recognition software was
not welcomed and people were critical of any move to relocate the Lambeth
service centre outside of the borough to save costs 73 .
73 Your Lambeth, your money, your opinion. Budget consultation 2008.
Lambeth JSNA – Preliminary assessment
Version 4
October 2008
138