How can Parking Services benefit from Customer Services programmes?
The Government’s Improvement and Development Agency, IDeA says
“Becoming a customer-focused authority is one of the key drivers behind the Government’s improvement agenda, but how can it be achieved? It is important to think about customer focus from a variety of angles in order to get it right. First, there is the context you are working from to consider, which could be determined by national or local priorities, or by your community strategy or simply from the point of view of direct customer feedback. The drivers behind improvement are also crucial to consider. Is improvement being led by vision, leadership, partnership, the e-government agenda, or performance management?
Structural and staff development and internal and external communications are also areas that need to be looked at. Then there is the type of customer contact your remit covers. Are they paying customers, beneficiaries eg, benefits recipients; obligates eg, recipients of child protection; citizens receiving indirect benefits or a combination of all types. Obviously, different types of customers have different needs and this has to be taken into account at the very start of the process of improvement”.
Sound advice. Is challenge for parking services any different. We try to look for evidence to see how ‘the customer experience’ is being managed by hard-pressed parking managers. Is this entirely their responsibility? How are central corporate services assisting them?
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