Capital Ambition Customer Services Workbook

The Capital Ambition Customer Services Workbook was launched at the new state of the art Hackney Customer Service Centre on 28 April.

In this workbook, Capital Ambition is sharing information on several best practice customer service projects, highlighting what has been done, the opportunities available and how others can get involved. Sharing customer service best practice will be an ongoing focus of Capital Ambition.

Projects which featured at the launch included work from Havering, Waltham Forest, Barking & Dagenham, Bexley, Hammersmith & Fulham and Wandsworth. The best practice in the full list of projects includes innovations in smartcards, call services, web services and face to face services.

Underpinning the workbook is a customer service is a 5 level approach recommended by PA Consulting – shared performance, shared best practice, shared operating model, shared procurement and shared services. Work is underway now to baseline customer services to provide better evidence for sharing performance and best practice.