NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK

Save this PDF as:
Size: px
Start display at page:

Download "NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK"

Transcription

1 09/26 NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK EXECUTIVE SUMMARY From April 2009 an NHS wide common approach to complaint handling comes in to effect. This provides an opportunity for Blood Donation to review their approach so they can both respond flexibly to complaints, concerns and compliments and feed the resulting lessons into our objective to improve the donor experience. Department of Health guidelines issued in February 2009 in advance of the legislation (Listening, Responding, Improving- A guide to better customer care) encourages organisations to ask people what they think of their care, to sort out problems more effectively and to use the opportunities to learn. Blood Donation plan to adopt the DOH six step approach to customer care as follows: 1. Getting it right 2. Being customer focused 3. Being open and accountable 4. Acting fairly and proportionately 5. Putting things right 6. Seeking continuous improvement Repeat high levels of complaints about the same issues are not acceptable. Blood Donation has a range of initiatives planned to address this. A new management and team structure is being built that will be donor centric. A new Donor Advocacy function will champion the donors cause, working with line management to improve the donors experience. A new customer care strategy is being developed which will include accountability for the donor experience. Improvement plans are focussed on addressing the route cause of complaints, reducing the time it takes to respond, and improving donor satisfaction. In everything we do we will consider the impact on our donors. RECOMMENDATION - That the Board receives this report for information

2 Background High complaint levels are currently coupled with flat levels of donor satisfaction for the blood donation session experience. Over a three year reporting period, donor complaint volumes within NHSBT have averaged at around 5000 complaints per million donations. Service industry benchmark stands at 2380 per million and an NHS Trust typically at 1900 per million. Consistently, waiting time, staff attitude, and being turned away from session are the main causes of complaint for donors. High levels of media and marketing activity prior to Christmas led to peaks in donor complaint levels during January. Specific activity is taking place to review planning and marketing activity to mitigate the risk of resorting to emergency media activity in future. Industry best practice suggests targets to reduce complaint levels drive inappropriate staff behaviour and instead management teams should focus on root cause analysis, resolving the cause of main complaint categories and ensuring complainants return. Focusing on complainant donors returning is aligned to our aim to optimise donor loyalty. It is also more cost effective than recruiting new donors from an increasingly competitive market. Planned improvements Implementation of a performance management system to address donor issues and improve donors experience. Recognition and reward for excellent service. Prioritisation of donor advocacy strategy. Implementation of donor engagement initiatives which will include raising the profile of the donor internally. Implement staff training to empower front line staff to address and remedy donor complaints at source. Identify and deploy success measures through the Blood Donation Innovation and Improvement team. Involve senior managers actively in complaint resolution. Build capability in responding to donor complaint letters and feedback. 2

3 Table 1. Complaint/donor ratio Complaint/ Donations Ratio Collections/250 Complainants Complainants/million donations NBS Benchmark Total numbers - for Complainants & Colls/250 1,800 1,600 1,400 1,200 1, Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07 Jan-08 Feb-08 Mar-08 Apr-08 May-08 Jun-08 Jul-08 Aug-08 Sep-08 Oct-08 Nov-08 Dec-08 Jan-09 Feb-09 Table 2. Top categories for donor complaint Ratio/ million In line with other service industries, donor s expectations are constantly increasing in line with service improvements. The Operational Transformation Programme (OTP) has implemented a new queue management system and a standardised approach to donor appointments. This has resulted in average queue times being reduced by 19% with a target for all teams to have a maximum queue time of under 20 minutes. 3

4 Learning from the OTP programme, further work is planned to embed the performance management culture. Managers and staff will be given specific customer focused objectives that show clearly their personal and team contribution to improving the donor experience. However, a significant amount of work is yet to be completed to shift mindsets and behaviours to enable the process improvements to be fully translated in to increased levels of satisfaction and reduced levels of repeat complaints. Despite access to adequate data, historically the directorate has not prioritised complaints and root cause analysis in a structured and systematic way. The challenge within Blood Donation to move to a customer centric culture, with a leadership team able to drive consistent improvements in donor and staff satisfaction, should not be underestimated and will take some time to be fully deployed. Blood Donation Structure A new senior management team will focus on improving the donor experience and delivering tangible benefits in relation to customer complaint issues and management. A refreshed focus on personal accountability and performance management will begin to drive improvements. Plans are at their final stage to transfer the Customer Service and Service Quality Functions to Blood Donation. Reporting to the Assistant Director of Business Development, this new team will lead a donor advocacy function that will work with operational management, donation team staff and donors. A new Innovation and Improvement team supported by the corporate Business Transformation Team will harness new and developing ideas in service improvement. A strengthened customer centric operational management team will work with Business Development and Nursing to create a much stronger customer service ethos within the Blood Donation directorate. Initiatives include: Moving towards a zero tolerance approach to staff attitude complaints. Monitoring of team specific waiting time data to identify operational or planning shortcomings. Weekly reporting routines being deployed to enable earlier response to issues and improved focus on complaint closure within the twenty day guidelines. 4

5 Coaching for performance directed support to manage waiting times at team level accompanied with a structured approach to performance management. Excellent service encouragement and recognition ongoing certification process and annual award scheme with active staff engagement Modelling behaviour - senior managers spending time on front line Executive Team assigned one complaint per quarter to investigate and provide a response to the donor. A renewed focus on clinical adverse events on session from the nursing team, supported by more robust reporting of performance metrics to allow team appraisal Donor Advocacy Led by a new Head of Donor Advocacy, the team will support nursing and operational teams to develop a new culture of advocacy. The team will actively engage with donors to drive service improvement. Specific plans include: A review of where and when we ask satisfaction questions to ensure we are measuring the whole donation experience not just the session experience The Donor Advocates will be tasked with using donor feedback to highlight areas of achievement and concern; meeting with relevant managers to identify root causes for service deficiency and influence service improvement. Donor Advocates will plan and deliver regular complaint handling review workshops for each area team actively engaging donors Donor Advocates will directly support complainant recovery processes, so that more donors who have had cause to complain are satisfied with our response and return to donating. Milestone Planning 23 rd March 2009 formal consultation begins to set up new Donor Advocacy Function and Innovation and Improvement team 1 st July 2009 posts filled and new team in place. Quarter one 2009 BD Develops new Customer Care Strategy including prioritisation of all above recommendations Quarter two Customer Care Strategy options finalised and testing complete Quarter three and four 2009/2010 Customer Care Strategy rolls out across BD. Andy Young Director Blood Donation March

AT&T Global Network Client for Windows Product Support Matrix January 29, 2015

AT&T Global Network Client for Windows Product Support Matrix January 29, 2015 AT&T Global Network Client for Windows Product Support Matrix January 29, 2015 Product Support Matrix Following is the Product Support Matrix for the AT&T Global Network Client. See the AT&T Global Network

More information

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS* COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun

More information

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS* COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun

More information

Complaints Annual Report 2011/2012

Complaints Annual Report 2011/2012 Complaints Annual Report 2011/2012 This report incorporates complaints handling for Basingstoke and North Hampshire NHS Foundation Trust and Winchester and Eastleigh Healthcare Trust for the period 1 April

More information

Analysis One Code Desc. Transaction Amount. Fiscal Period

Analysis One Code Desc. Transaction Amount. Fiscal Period Analysis One Code Desc Transaction Amount Fiscal Period 57.63 Oct-12 12.13 Oct-12-38.90 Oct-12-773.00 Oct-12-800.00 Oct-12-187.00 Oct-12-82.00 Oct-12-82.00 Oct-12-110.00 Oct-12-1115.25 Oct-12-71.00 Oct-12-41.00

More information

Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138. Exhibit 8

Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138. Exhibit 8 Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138 Exhibit 8 Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 2 of 138 Domain Name: CELLULARVERISON.COM Updated Date: 12-dec-2007

More information

Our complaints policy has introduced a consistent definition of a complaint across Great Places:

Our complaints policy has introduced a consistent definition of a complaint across Great Places: Report Title: A Year of Resolution? Author: Mike Glennon CSV Date: 26 th June 2015 CSV Priority: Championship Introduction: In 2013 we launched a new approach to complaint resolution which, although prevalent

More information

Board of Directors Meeting in Public: 15 May 2014

Board of Directors Meeting in Public: 15 May 2014 Item No: 15 Board of Directors Meeting in Public: 15 May 2014 Report Title: Talent Management Executive/NED Lead: Director of HR and OD Report author(s) Sarah Shirtcliff and Rachel Jackson Approval Discussion

More information

Measuring and Monitoring Customer Experience

Measuring and Monitoring Customer Experience Measuring and Monitoring Experience Tom Exeter Sales, Marketing & Experience Executive Sport & Physical Activity, Commercial Services, University of Leeds Background to our organisation. The department

More information

CHILDREN AND YOUNG PEOPLE'S PLAN: PLANNING AND PERFORMANCE MANAGEMENT STRATEGY

CHILDREN AND YOUNG PEOPLE'S PLAN: PLANNING AND PERFORMANCE MANAGEMENT STRATEGY CHILDREN AND YOUNG PEOPLE'S PARTNERSHIP BOARD CHILDREN AND YOUNG PEOPLE'S PLAN: PLANNING AND PERFORMANCE MANAGEMENT STRATEGY 1 Introduction 1.1 The purposes of this strategy are to set out: i) the arrangements

More information

Enhanced Vessel Traffic Management System Booking Slots Available and Vessels Booked per Day From 12-JAN-2016 To 30-JUN-2017

Enhanced Vessel Traffic Management System Booking Slots Available and Vessels Booked per Day From 12-JAN-2016 To 30-JUN-2017 From -JAN- To -JUN- -JAN- VIRP Page Period Period Period -JAN- 8 -JAN- 8 9 -JAN- 8 8 -JAN- -JAN- -JAN- 8-JAN- 9-JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- 8-JAN- 9-JAN- -JAN- -JAN- -FEB- : days

More information

BOARD OF DIRECTORS PAPER COVER SHEET. Meeting date: 29 November 2006 Agenda item: 7.4

BOARD OF DIRECTORS PAPER COVER SHEET. Meeting date: 29 November 2006 Agenda item: 7.4 BOARD OF DIRECTORS PAPER COVER SHEET Meeting date: 9 November 6 Agenda item: 7. Title: COMPLAINTS REPORT QUARTER 6/7 (1 July 6 3 September 6) Purpose: To update the board on the number and type of complaints

More information

Complaints Annual Report 2013/14

Complaints Annual Report 2013/14 Complaints Annual Report 2013/14 1. INTRODUCTION This is the complaints annual report for Hampshire Hospitals NHS Foundation Trust (HHFT) for the period 1 April 2013 to 31 March 2014. Hampshire Hospitals

More information

P/T 2B: 2 nd Half of Term (8 weeks) Start: 25-AUG-2014 End: 19-OCT-2014 Start: 20-OCT-2014 End: 14-DEC-2014

P/T 2B: 2 nd Half of Term (8 weeks) Start: 25-AUG-2014 End: 19-OCT-2014 Start: 20-OCT-2014 End: 14-DEC-2014 2014-2015 SPECIAL TERM ACADEMIC CALENDAR FOR SCRANTON EDUCATION ONLINE (SEOL), MBA ONLINE, HUMAN RESOURCES ONLINE, NURSE ANESTHESIA and ERP PROGRAMS SPECIAL FALL 2014 TERM Key: P/T = Part of Term P/T Description

More information

P/T 2B: 2 nd Half of Term (8 weeks) Start: 26-AUG-2013 End: 20-OCT-2013 Start: 21-OCT-2013 End: 15-DEC-2013

P/T 2B: 2 nd Half of Term (8 weeks) Start: 26-AUG-2013 End: 20-OCT-2013 Start: 21-OCT-2013 End: 15-DEC-2013 2013-2014 SPECIAL TERM ACADEMIC CALENDAR FOR SCRANTON EDUCATION ONLINE (SEOL), MBA ONLINE, HUMAN RESOURCES ONLINE, NURSE ANESTHESIA and ERP PROGRAMS SPECIAL FALL 2013 TERM Key: P/T = Part of Term P/T Description

More information

P/T 2B: 2 nd Half of Term (8 weeks) Start: 24-AUG-2015 End: 18-OCT-2015 Start: 19-OCT-2015 End: 13-DEC-2015

P/T 2B: 2 nd Half of Term (8 weeks) Start: 24-AUG-2015 End: 18-OCT-2015 Start: 19-OCT-2015 End: 13-DEC-2015 2015-2016 SPECIAL TERM ACADEMIC CALENDAR For Scranton Education Online (SEOL), Masters of Business Administration Online, Masters of Accountancy Online, Health Administration Online, Health Informatics

More information

Establish staff satisfaction action group including majority staff representatives Establish resource planning group

Establish staff satisfaction action group including majority staff representatives Establish resource planning group Staff Satisfaction Survey 2013 Action Plan Overall Influence N/A Identify priority teams Priority teams identified End Feb Programme Management Clarity Identify successful Teams identified End Feb Work

More information

2015-16 BCOE Payroll Calendar. Monday Tuesday Wednesday Thursday Friday Jun 29 30 Jul 1 2 3. Full Force Calc

2015-16 BCOE Payroll Calendar. Monday Tuesday Wednesday Thursday Friday Jun 29 30 Jul 1 2 3. Full Force Calc July 2015 CM Period 1501075 July 2015 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 August 2015 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26

More information

Proposal to Reduce Opening Hours at the Revenues & Benefits Coventry Call Centre

Proposal to Reduce Opening Hours at the Revenues & Benefits Coventry Call Centre Proposal to Reduce Opening Hours at the Revenues & Benefits Coventry Call Centre Proposal To change the opening hours of the Revenues & Benefits Call Centre to 9am until 5pm Monday to Friday with effect

More information

Trust Board. 19 May 2009. Complaints and Compliments Report. Karen Cooper Patient Services Manager. Fiona Barr Acting Corporate Affairs Director

Trust Board. 19 May 2009. Complaints and Compliments Report. Karen Cooper Patient Services Manager. Fiona Barr Acting Corporate Affairs Director Trust Board 19 May 2009 Paper Ref: 18.8 Title: Summary: Action Required: Author: Accountable Director: FOI Status: Complaints and Compliments Report Overview of the number of complaints, comments and compliments

More information

Performance Management and Service Improvement Framework

Performance Management and Service Improvement Framework Performance Management and Service Improvement Framework Author Marcus Evans, Operational Director - Performance and Customer Insight Date: September 2014 Contents Page 1. Introduction 3 2. Strategic ning

More information

Planning and Performance Management Framework

Planning and Performance Management Framework This document is available, on request, in accessible formats, including Braille, CD, audio cassette and minority languages. Planning and Performance Management Framework NT/SPP/08/08/5648 0.5k CCD Index

More information

Planning, Budgeting and Forecasting

Planning, Budgeting and Forecasting MANAGEMENT CONSULTING Planning, Budgeting and Forecasting How is your planning process helping you identify and unlock value? kpmg.co.uk Key considerations How effective and efficient is your organisation

More information

Resource Management Spreadsheet Capabilities. Stuart Dixon Resource Manager

Resource Management Spreadsheet Capabilities. Stuart Dixon Resource Manager Resource Management Spreadsheet Capabilities Stuart Dixon Resource Manager Purpose Single view of resource data Shows rolling demand vs supply for 14 months, 2 months back, current month, and 11 forward

More information

Title of paper Annual Complaints Report April 2014 to March 2015. Elaine Newton, Director of Governance and Compliance

Title of paper Annual Complaints Report April 2014 to March 2015. Elaine Newton, Director of Governance and Compliance Item 2.6 Paper 10 Name of meeting Governing Body Date of meeting 26 May 2015 Title of paper Annual Complaints Report April 2014 to March 2015 Lead Director Author Author contact details Elaine Newton,

More information

Complaints Annual Report 2014-15. Author: Sarah Housham, Senior Complaints and PALS Officer

Complaints Annual Report 2014-15. Author: Sarah Housham, Senior Complaints and PALS Officer Complaints Annual Report 2014-15 Author: Sarah Housham, Senior Complaints and PALS Officer 1 Rnoh Complaints Annual Report 2014 / 2015 Complaints Handling & the Principles of Remedy Introduction Complaints

More information

Implementing Carbon Reduction Without Impacting Working Capital. Presented by Dylan Crompton

Implementing Carbon Reduction Without Impacting Working Capital. Presented by Dylan Crompton Implementing Carbon Reduction Without Impacting Working Capital Presented by Dylan Crompton Evolution of a Carbon Strategy Proactive organisations are on a journey to reduce carbon emissions. Marginal

More information

GOVERNING BODY MEETING held in public 29 July 2015 Agenda Item 4.4

GOVERNING BODY MEETING held in public 29 July 2015 Agenda Item 4.4 GOVERNING BODY MEETING held in public 29 July 2015 Agenda Item 4.4 APPENDIX A Strategic Planning Process 2016/17 Strategic Planning Process 2016/17 Interlocking processes 5 Year strategic process: reviewed

More information

Sunbury Community Health Dental Service Quality and Safety Report

Sunbury Community Health Dental Service Quality and Safety Report Sunbury Community Health Dental Service Quality and Safety Report Quality, safety and continuous improvement are at the heart of everything we do at Sunbury Community Health. We constantly work to recognise

More information

Accident & Emergency Department Clinical Quality Indicators

Accident & Emergency Department Clinical Quality Indicators Overview This dashboard presents our performance in the new A&E clinical quality indicators. These 8 indicators will allow you to see the quality of care being delivered by our A&E department, and reflect

More information

Governing Body 13 November 2013

Governing Body 13 November 2013 Paper 07 Governing Body 13 November 2013 Overview of complaints and handling processes Paper Author Lead Executive FOI status Michaela Maloney, Interim Head of Communication and Engagement Brendan Ward,

More information

Liverpool Women s NHS Foundation Trust. Complaints Annual Report : 2013-14

Liverpool Women s NHS Foundation Trust. Complaints Annual Report : 2013-14 Liverpool Women s NHS Foundation Trust Complaints Annual Report : 203-4 Contents Summary... 3 Strategic Context... 4 Complaint Levels... 5 Location of Complaints... 6 Causes of Complaints... 8 Timeliness

More information

Ashley Institute of Training Schedule of VET Tuition Fees 2015

Ashley Institute of Training Schedule of VET Tuition Fees 2015 Ashley Institute of Training Schedule of VET Fees Year of Study Group ID:DECE15G1 Total Course Fees $ 12,000 29-Aug- 17-Oct- 50 14-Sep- 0.167 blended various $2,000 CHC02 Best practice 24-Oct- 12-Dec-

More information

Detailed guidance for employers

Detailed guidance for employers April 2015 3 Detailed guidance for employers Appendix A: Pay reference periods This document accompanies: Detailed guidance no. 3 Assessing the workforce Pay reference period calendars where the definition

More information

Right: People Roles Recognition - Culture

Right: People Roles Recognition - Culture Our HR Strategy sion Vi Our ambitious new strategy requires a workforce which can demonstrate speed and agility; to achieve this we need to recruit, develop and retain people with the right skills, knowledge

More information

PROPOSAL TO DEVELOP AN EMPLOYEE ENGAGEMENT PROGRAMME

PROPOSAL TO DEVELOP AN EMPLOYEE ENGAGEMENT PROGRAMME PROPOSAL TO DEVELOP AN EMPLOYEE ENGAGEMENT PROGRAMME DEFINITIONS OF ENGAGEMENT The concept of employee engagement has received growing interest recently, with a range of research into what engagement is

More information

Lead Provider Framework Draft Scope. NHS England / 13/12/13 Gateway Ref: 00897

Lead Provider Framework Draft Scope. NHS England / 13/12/13 Gateway Ref: 00897 Lead Provider Framework Draft Scope NHS England / 13/12/13 Gateway Ref: 00897 1 Introduction The commissioning support lead provider framework is being developed in response to requests from CCGs for a

More information

Performance Measures. First Quarter 2012

Performance Measures. First Quarter 2012 Performance Measures First Quarter 2012 1Q2012 Earn & Retain Community Trust 6 Performance Measures: Ridership Cost Efficiency (Cost per Revenue Hour) Cost Effectiveness (Cost per Passenger) Service Effectiveness

More information

Guide to making an NHS Complaint

Guide to making an NHS Complaint Guide to making an NHS Complaint Introduction Most people are happy with their NHS treatment however if this is not the case and you are unhappy with the service you or others have received from a hospital,

More information

Roles: Scrum Master & Project Manager

Roles: Scrum Master & Project Manager Roles: Scrum Master & Project Manager Scrum Master: Facilitate collaborative meetings Track team performance Remove impediments (Risk, Issue) Validate team alignment to Agile framework and scope Drive

More information

Adult Social Care Select Committee 17 January 2012. Managing staff absence in Adult Social Care

Adult Social Care Select Committee 17 January 2012. Managing staff absence in Adult Social Care S Adult Social Care Select Committee 17 January 2012 Managing staff absence in Adult Social Care Purpose of the report: Scrutiny of Services/Performance Management This report sets out for information

More information

CENTERPOINT ENERGY TEXARKANA SERVICE AREA GAS SUPPLY RATE (GSR) JULY 2015. Small Commercial Service (SCS-1) GSR

CENTERPOINT ENERGY TEXARKANA SERVICE AREA GAS SUPPLY RATE (GSR) JULY 2015. Small Commercial Service (SCS-1) GSR JULY 2015 Area (RS-1) GSR GSR (LCS-1) Texarkana Incorporated July-15 $0.50690/Ccf $0.45450/Ccf $0.00000/Ccf $2.85090/MMBtu $17.52070/MMBtu Texarkana Unincorporated July-15 $0.56370/Ccf $0.26110/Ccf $1.66900/Ccf

More information

Computing & Telecommunications Services Monthly Report March 2015

Computing & Telecommunications Services Monthly Report March 2015 March 215 Monthly Report Computing & Telecommunications Services Monthly Report March 215 CaTS Help Desk (937) 775-4827 1-888-775-4827 25 Library Annex helpdesk@wright.edu www.wright.edu/cats/ Last Modified

More information

Improving Resident and Customer Services Strategy

Improving Resident and Customer Services Strategy Improving Resident and Customer Services Strategy 2014 2018 ABOUT WOKINGHAM BOROUGH & OUR CUSTOMERS Wokingham Borough Council lies at the centre of a strong regional economy and has a generally healthy,

More information

Customer Management Strategy (2014-2017)

Customer Management Strategy (2014-2017) Customer Management Strategy (2014-2017) Version 1.1 Page 1 Foreword As technology improves, the demand for Council services to be available online and accessible 24/7 will increase as our customers choose

More information

CABINET 9 th February 2006. Report of the Director of Partnerships and Customer Services

CABINET 9 th February 2006. Report of the Director of Partnerships and Customer Services CABINET 9 th February 2006 Report of the Director of Partnerships and Customer Services ITEM 11 CRM DEVELOPMENT Purpose of the Report To seek approval to the replacement for the Council s Customer Relationship

More information

Complaints handling- Can this be a positive experience? David Hall Clinical Director NHS Dumfries & Galloway

Complaints handling- Can this be a positive experience? David Hall Clinical Director NHS Dumfries & Galloway Complaints handling- Can this be a positive experience? David Hall Clinical Director NHS Dumfries & Galloway A positive experience? Not immediately if you re the one being complained about! Has to be regarded

More information

Student Facing Customer Service Contact

Student Facing Customer Service Contact Student Loans Company Student Facing Customer Service Contact Presenter: Rebecca Dowding, Jamie Law & Sharon Parkin Department: Customer Services Date: 25 27 March 2015 www.slc.co.uk Customer Services

More information

Quality Standard Customer Service Complaints Handling

Quality Standard Customer Service Complaints Handling Quality Standard Customer Service Complaints Handling Version 1 Date:- 2 nd December 2010 Page 1 Contents INTRODUCTION 4 OVERVIEW OF THE COMPLAINTS STANDARD 5 FRAMEWORK 6 MANDATORY SECTIONS 7 SECTION 1

More information

Customer Experience Strategy

Customer Experience Strategy Customer Experience Strategy 2012 2017 Strategy owner: Executive Director Customer Services Customer Experience Strategy Feb 2013 v1.2 1 Defining and implementing a new Customer Experience strategy The

More information

BT Retail Social Media making it easy for our customers

BT Retail Social Media making it easy for our customers BT Retail Social Media making it easy for our customers Dawn Walton, GM Central Planning Nigel Elliott, Social Media Channel Manager Kerry Gulloch, Social Media Communities Manager Agenda o How we ended

More information

Walton Centre. Document History Date Version Author Changes 01/10/2004 1.0 A Cobain L Wyatt. Monitoring & Audit

Walton Centre. Document History Date Version Author Changes 01/10/2004 1.0 A Cobain L Wyatt. Monitoring & Audit Page 1 Walton Centre Monitoring & Audit Document History Date Version Author Changes 01/10/2004 1.0 A Cobain L Wyatt Page 2 Table of Contents Section Contents 1 Introduction 2 Responsibilities Within This

More information

Supplier Rating System

Supplier Rating System Supplier Rating System Supplier Manual Presented by Admiral Tool & Manufacturing Purchasing and Quality WI-PU-06-002 Rev. Lev. 003 Rev. Date 02/06/2003 1 Table of Contents Introduction 3 Scoring Criteria

More information

CMEMS user requirements and user uptake strategy

CMEMS user requirements and user uptake strategy CMEMS Service Evolution & User Uptake Workshop CMEMS user requirements and user uptake strategy Dominique Obaton Mercator Océan CMEMS Service Evolution & User Uptake Workshop The Copernicus Marine service

More information

Consumer ID Theft Total Costs

Consumer ID Theft Total Costs Billions Consumer and Business Identity Theft Statistics Business identity (ID) theft is a growing crime and is a growing concern for state filing offices. Similar to consumer ID theft, after initially

More information

KELLER INDEPENDENT SCHOOL DISTRICT

KELLER INDEPENDENT SCHOOL DISTRICT BOARD OF SCHOOL TRUSTEES KELLER INDEPENDENT SCHOOL DISTRICT 12B. Report Date: January 17, 2013 SUBJECT: FUNCTION: DELL SERVICES Technology DISTRICT KEY STRATEGIC PRIORITY: Educational Excellence Excellence

More information

Date of Trust Board 29 th January 2014. Title of Report Performance Management Strategy - 2013-2016

Date of Trust Board 29 th January 2014. Title of Report Performance Management Strategy - 2013-2016 ENCLOSURE: P Date of Trust Board 29 th January 2014 Title of Report Performance Management Strategy - 2013-2016 Purpose of Report Abstract To set out the Performance Management Strategy of the Trust in

More information

Customer Service Strategy 2010-2013

Customer Service Strategy 2010-2013 Service Strategy 2010-2013 Introduction Our vision for customer service is: Oxfordshire County Council aims to deliver excellent customer service by putting our customers at the heart of everything we

More information

Middlesbrough Manager Competency Framework. Behaviours Business Skills Middlesbrough Manager

Middlesbrough Manager Competency Framework. Behaviours Business Skills Middlesbrough Manager Middlesbrough Manager Competency Framework + = Behaviours Business Skills Middlesbrough Manager Middlesbrough Manager Competency Framework Background Middlesbrough Council is going through significant

More information

customer experiences Delivering exceptional Customer Service Excellence

customer experiences Delivering exceptional Customer Service Excellence Delivering exceptional customer experiences Customer Service QA can work with you to create customer experiences that consistently reflect the aims, values and aspirations of your organisation. Every organisation

More information

BROMSGROVE DISTRICT COUNCIL PERFORMANCE MANAGEMENT BOARD 16 DECEMBER 2008 PERFORMANCE MANAGEMENT BOARD PROPOSED PROGRAMME 2008/09

BROMSGROVE DISTRICT COUNCIL PERFORMANCE MANAGEMENT BOARD 16 DECEMBER 2008 PERFORMANCE MANAGEMENT BOARD PROPOSED PROGRAMME 2008/09 BROMSGROVE DISTRICT COUNCIL PERFORMANCE MANAGEMENT BOARD 16 DECEMBER 2008 PERFORMANCE MANAGEMENT BOARD PROPOSED PROGRAMME 2008/09 Responsible Member Responsible Head of Service Councillor - James Duddy,

More information

Data Quality Rating BAF Ref Impact on BAF Risk Rating

Data Quality Rating BAF Ref Impact on BAF Risk Rating Board of Directors (Public) Item 6.4 Subject: Annual Review of Complaints Process Date of meeting: 28 th April, 2015 Prepared by: Lisa Gurrell Patient and family support Manager Presented by: Sue Pemberton

More information

Principle Objective 2: To become an exemplary employer, enabling staff to reach their full potential

Principle Objective 2: To become an exemplary employer, enabling staff to reach their full potential Meeting Trust Board Part I Date 24 July 2014 Subject Staff Survey Action Plan Reporting Officer Nikki Prince, HR Director Purpose To approve Please indicate as appropriate Trust Objective Principle Objective

More information

Service Improvement Plan. DRAFT v.0.1. Harrow IT Services

Service Improvement Plan. DRAFT v.0.1. Harrow IT Services Harrow IT Services Service Improvement Plan DRAFT v.0.1 Harrow IT Services October 20 Contents 1. Introduction... Error! Bookmark not defined. 2. The Vision for HITS... Error! Bookmark not defined. 3.

More information

THE MASTER PLAN CAMPAIGN. Workshop RPAS (WS 03) 22 January 2015

THE MASTER PLAN CAMPAIGN. Workshop RPAS (WS 03) 22 January 2015 THE MASTER PLAN CAMPAIGN Workshop RPAS (WS 03) 22 January 2015 Back-up The objectives of the campaign 2 Campaign objectives Following the endorsement from the PC, SPP and ADB of the PC Tiger Team recommendations

More information

Implementation Plan: Development of an asset and financial planning management. Australian Capital Territory

Implementation Plan: Development of an asset and financial planning management. Australian Capital Territory Implementation Plan: Development of an asset and financial planning management framework for TAMS Australian Capital Territory NATIONAL PARTNERSHIP AGREEMENT TO SUPPORT LOCAL GOVERNMENT AND REGIONAL DEVELOPMENT

More information

FCR The Driver of All Other Metrics

FCR The Driver of All Other Metrics 1 At SQM, we measure all major voice of the customer (VoC) metrics, such as customer satisfaction (Csat), ease of effort, net promoter score (NPS) and word of mouth index (WoMI). SQM also measures moments

More information

Report to: Public Trust Board Agenda item: 11 Date of Meeting: 18 December 2013

Report to: Public Trust Board Agenda item: 11 Date of Meeting: 18 December 2013 Report to: Public Trust Board Agenda item: 11 Date of Meeting: 18 December 2013 Title of Report: Status: Board Sponsor: Authors: Appendices Complaints Report For Approval Helen Blanchard, Director of Nursing

More information

POLICY FEEDING RENEWABLE. How the Energy Bill might affect green electricity suppliers and also renewable generators

POLICY FEEDING RENEWABLE. How the Energy Bill might affect green electricity suppliers and also renewable generators FEEDING RENEWABLE POLICY How the Energy Bill might affect green electricity suppliers and also renewable generators Holly Tomlinson Regulation and Compliance Analyst for Ecotricity 18 th January 2013 Contents

More information

HOUSE OF COMMONS HEALTH COMMITTEE INQUIRY INTO COMPLAINTS AND LITIGATION

HOUSE OF COMMONS HEALTH COMMITTEE INQUIRY INTO COMPLAINTS AND LITIGATION HOUSE OF COMMONS HEALTH COMMITTEE INQUIRY INTO COMPLAINTS AND LITIGATION SUBMISSION FROM NATIONAL VOICES Summary and Recommendations 1. Effective complaints handling is a vital impetus to improving quality

More information

Job description - Business Improvement Manager

Job description - Business Improvement Manager Job description - Business Improvement Manager Main Purpose of job The post has lead responsibility for optimising operational performance within the Operations directorate, and across the Society for

More information

Five Year Strategic Plan 2012-2016 1

Five Year Strategic Plan 2012-2016 1 Five Year Strategic Plan 2012-2016 1 FINANCIAL PERFORMANCE PILLAR Objective 1: Achieve loan default rate of 3% against total loan portfolio by August 2012 and sustain annually thereafter STRATEGIES ACTIVITIES

More information

Standard of measurement by which efficiency, performance, progress, or quality of a plan, process, or product can be assessed 1.

Standard of measurement by which efficiency, performance, progress, or quality of a plan, process, or product can be assessed 1. Meaningful Metrics What is a Metric? Standard of measurement by which efficiency, performance, progress, or quality of a plan, process, or product can be assessed 1. A quality metric is a measurement of

More information

Council, 6 February 2014. IT Report. Executive summary and recommendations. Introduction

Council, 6 February 2014. IT Report. Executive summary and recommendations. Introduction Council, 6 February 2014 IT Report Executive summary and recommendations Introduction The report sets out the main activities of the IT Department since the last meeting of Council. It includes statistical

More information

Maximising Ability, Reducing Disability. Dr. Áine Carroll Clinical Lead Valerie Twomey Programme Manager

Maximising Ability, Reducing Disability. Dr. Áine Carroll Clinical Lead Valerie Twomey Programme Manager Rehabilitation Medicine Programme Maximising Ability, Reducing Disability Dr. Áine Carroll Clinical Lead Valerie Twomey Programme Manager 1 Quality, Access and Cost Quality: Reduce morbidity: Reduced pressure

More information

Solvency II Preparation and IMAP James Latto

Solvency II Preparation and IMAP James Latto and James Latto Contents 2 1 Balancing priorities Insurers need to balance priorities over the next year: Main focus is often on Pillar 3 and external reporting needs sufficient focus Ensure smooth transition

More information

POSITION DESCRIPTION. Role Purpose. Key Challenges. Key Result Areas

POSITION DESCRIPTION. Role Purpose. Key Challenges. Key Result Areas POSITION DESCRIPTION Position Title Manager, Technical Services Support Position Number Reports to Manager Technology Services Functional Auth HRM Auth Region IT Services Centre Head Office Date Feb 2011

More information

BS EN 16001 Energy Management Systems VICTORIA BARRON, PRODUCT MARKETING MANAGER, BSI

BS EN 16001 Energy Management Systems VICTORIA BARRON, PRODUCT MARKETING MANAGER, BSI BS EN 16001 Energy Management Systems VICTORIA BARRON, PRODUCT MARKETING MANAGER, BSI Agenda Energy Management in context Why Energy Management? Business Needs How BS EN 16001 helps organisations meet

More information

The Victorian Transport Accident Scheme. Heather Evans General Manager, Strategy

The Victorian Transport Accident Scheme. Heather Evans General Manager, Strategy The Victorian Transport Accident Scheme Heather Evans General Manager, Strategy Agenda 1. Overview of the Scheme 2. Recent Performance 3. Key Initiatives Who is the TAC fully funded combined no-fault and

More information

Hospitality manager apprenticeship standard

Hospitality manager apprenticeship standard Hospitality s work across a huge variety of organisations including bars, restaurants, cafés, conference centres, banqueting venues, hotels and contract caterers. These s generally specialise in a particular

More information

MED-DESIRE. MEDiterranean Development of Support schemes for solar Initiatives and Renewable Energies

MED-DESIRE. MEDiterranean Development of Support schemes for solar Initiatives and Renewable Energies MED-DESIRE MEDiterranean Development of Support schemes for solar Initiatives and Renewable Energies The MED-DESIRE Strategic Project At policy level aims at strengthening the capacity of Partner Countries

More information

ESSEX FIRE AUTHORITY Essex County Fire & Rescue Service

ESSEX FIRE AUTHORITY Essex County Fire & Rescue Service ESSEX FIRE AUTHORITY Essex County Fire & Rescue Service MEETING Policy & Strategy Committee AGENDA ITEM 7 MEETING DATE 25 March 2009 REPORT NUMBER SUBJECT REPORT BY Monitoring IT Transformation Progress

More information

Outsource or Excellence?

Outsource or Excellence? Path to IT Effectiveness: Outsource or Excellence? David Boyles Group Managing Director, Technology and Services ANZ Banking Group Limited 1 st March 2002 2002 Financial Services CIO Summit Today s agenda

More information

One Newport s Performance Management Framework 2014/15

One Newport s Performance Management Framework 2014/15 One Newport s Performance Management Framework 2014/15 1) Introduction One Newport s Performance Management Framework (PMF) sets out One Newport s vision for how it plans to manage performance and delivery

More information

Office of the. Ombudsman. 2010 Annual Report. A Message from Don Moffatt, the Ombudsman Listening to You Enhancing Your Experience Helping You

Office of the. Ombudsman. 2010 Annual Report. A Message from Don Moffatt, the Ombudsman Listening to You Enhancing Your Experience Helping You Office of the Ombudsman 2010 Annual Report A Message from Don Moffatt, the Ombudsman Listening to You Enhancing Your Experience Helping You A Message from Don Moffatt, the Ombudsman The Office of the Ombudsman

More information

Manchester City Council Report for Information. Managing Attendance (Real Time Absence Reporting)

Manchester City Council Report for Information. Managing Attendance (Real Time Absence Reporting) Manchester City Council Report for Information Report to: Subject: Overview and Scrutiny Human Resources Subgroup - 25 January 2011 Managing Attendance (Real Time Absence Reporting) Report of: Assistant

More information

Easter Seals Central Texas Programs Outcome Profiles Monthly and Year to Date FY 2011 85% 87% 80% 80% 84% 84% 83%

Easter Seals Central Texas Programs Outcome Profiles Monthly and Year to Date FY 2011 85% 87% 80% 80% 84% 84% 83% I. Outcomes Indicators for individuals receiving services: (Service Delivery Effectiveness) 85% 87% 80% 80% 84% 84% 83% A. Access Sep 10 Oct 10 Nov 10 YTD Dec 10 Jan 11 Feb 11 YTD Mar 11 Apr 11 May 11

More information

GM Area Team NPSA Conference 2013 COMMISSIONING FOR IMPROVEMENT: GREATER MANCHESTER HARM FREE CARE CQUIN 12/13

GM Area Team NPSA Conference 2013 COMMISSIONING FOR IMPROVEMENT: GREATER MANCHESTER HARM FREE CARE CQUIN 12/13 COMMISSIONING FOR IMPROVEMENT: GREATER MANCHESTER HARM FREE CARE CQUIN 12/13 Greater Manchester Large Scale Improvement 2.6 Million people NHS Greater Manchester = 1 cluster PCT (from 10 PCT s) (will become

More information

ACCA Interactive Timetable

ACCA Interactive Timetable ACCA Interactive Timetable 2016/17 Professional information last updated 1August 2016 v3.1 Please note: Information and dates in this timetable are subject to change. How the 4 exam sittings can work for

More information

ACCA Interactive Timetable

ACCA Interactive Timetable ACCA Interactive Timetable 2016/17 Professional information last updated y 2016 v2.1 Please note: Information and dates in this timetable are subject to change. How the 4 exam sittings can work for you

More information

Social Media Sessions. Social Media Strategy Lucio Ribeiro Digital Strategist

Social Media Sessions. Social Media Strategy Lucio Ribeiro Digital Strategist Social Media Sessions Social Media Strategy Lucio Ribeiro Digital Strategist Social Media Sessions A Central piece Externally oriented concept with coordinated actions demonstrating how you will achieve

More information

AGENDA ITEM 5 AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY

AGENDA ITEM 5 AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY Report by the Head of Roads Ayrshire Roads Alliance PURPOSE OF REPORT 1. The purpose of this report

More information

Effective patient booking for NHSScotland. Best practice in the booking and management of patient appointments

Effective patient booking for NHSScotland. Best practice in the booking and management of patient appointments Effective patient booking for NHSScotland Best practice in the booking and management of patient appointments Crown copyright 2012 The Scottish Government St Andrew s House Edinburgh EH1 3DG Contents Background...

More information

Content Introduction. Pag 3. Introduction. Pag 4. The Global Fund in Zimbabwe. Pag 5. The Global Fund Grant Portfolio in Zimbabwe.

Content Introduction. Pag 3. Introduction. Pag 4. The Global Fund in Zimbabwe. Pag 5. The Global Fund Grant Portfolio in Zimbabwe. Content Introduction The Global Fund in Zimbabwe The Global Fund Grant Portfolio in Zimbabwe Capacity Development 2009-2014 Capacity Development and Transition Planning 2014 Overview of the Capacity Development

More information

Annual Governance Statement 2013/14

Annual Governance Statement 2013/14 31 Annual Governance Statement 2013/14 1. SCOPE OF RESPONSIBILITY ESPO is responsible for ensuring that its business is conducted in accordance with the law and proper standards, and that public money

More information

LEWIS SCHOOL OF ENGLISH

LEWIS SCHOOL OF ENGLISH LEWIS SCHOOL OF ENGLISH Academic Year Programme 2015 2 www.lewis-school.co.uk/ayp Welcome! Our flexible Academic Year Programme allows you to choose from our range of courses and create your own programme

More information

ITD Help Desk Traffic Report May 2002

ITD Help Desk Traffic Report May 2002 ITD Help Desk Traffic Report May 2002 Call volumes and resolution times within the CONSULT Remedy workgroup June 10, 2002 Christopher King Help Desk Manager NC State University chris_king@ncsu.edu Information

More information

CAFIS REPORT 2015.10

CAFIS REPORT 2015.10 CAFIS REPORT 2015.10 INDEX Message CAFIS Inbound 03-06 07-08 CAFIS Arch 09-10 CAFIS Brain 11-12 CAFIS Global 13-14 What We Do 15-16 About CAFIS 17-18 Services for Member Stores 19-34 Services for Card

More information

Key performance indicators

Key performance indicators Key performance indicators Winning tips and common challenges Having an effective key performance indicator (KPI) selection and monitoring process is becoming increasingly critical in today s competitive

More information

Stephen Doune HRIS Project Manager Plan International

Stephen Doune HRIS Project Manager Plan International Stephen Doune HRIS Project Manager Plan International Content 1. About Plan International 2. The Challenge 3. The Vision 4. About Assima 5. The Projects 6. The Timeline 7. Partner Selection 8. Key 1st

More information