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PA Consulting has partnered with Westminster City Council and IT vendor Vertex to introduce a new ‘Customer First’ initiative designed to put citizens’ needs at the heart of local government.
From citizens to customers - Part 2 | Part 1 | Part 3
There was reason to link these objectives. Poor customer
service inflates costs through rework and multiple handling;
therefore providing the customer with the right service, first
time, should automatically cut costs.
In defining its strategy, Westminster sought to see itself
from the customer’s perspective. Vignettes of the ideal service
were developed by PA and Westminster, for example, to exemplify
the five key principles of customer-focused service delivery
adopted by the council:
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Consultants' Advisory 2004
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