This snapshot, taken on 07/04/2010, shows web content selected for preservation by The National Archives. External links, forms and search boxes may not work in archived websites.
Finding out what really matters to citizens and businesses in the way public services are designed and delivered can be done in lots of different ways: not just formal research but feedback from front-line staff, customer satisfaction surveys, mystery shopping and observation work. The Cabinet Office, together with the Customer Insight Forum, has developed guides and tool kits on three key approaches to customer insight and service design:
Successful Service Design: Turning Innovation Into Practice is a new framework and provides a robust guide to service design. It offers a stage by stage approach for teams taking on complex problems related to public service reform with critical questions to ask and key tools such as checklists and templates that you can use to ensure you get the best possible results.
Customer Matters is a quarterly round-up of great examples we’ve come across where people in public services are carrying out pioneering work to provide citizens and businesses with the public services they deserve – typically through using innovative techniques and approaches to understand and respond to the needs and behaviours of their customers.
The team’s other publications are listed below:
If you can’t find what you’re looking for, please email us at innovation@cabinet-office.x.gsi.gov.uk and we’ll do our best to help.