I had been in touch with Brendan McCarron of the CIPFA Performance Improvement Network in the past and it had been he that had pointed me to the paper on the Scottish Accounts Commission on gap analysis that I’ve mentioned before:
He has been working with Simon Speller, councillor and academic (who was referenced in the aforementioned report) on customer satisfaction in a series of works for the CIPFA Performance Improvement Network – Improving Customer Satisfaction.
On the 9th October I gave a short presentation in Preston on an academic view of customer satisfaction for the ESD-Toolkit group looking at Customer Insight which is related to the one on profiling. This also provided some feedback to my research – ESD-Toolkit – Customer profiling & satisfaction
On November 11th I am presenting another academic view at the EiP conference in London, the EiP Group is looking at Customer Insight, Citizen Engagement and Change In Local Government
How many more networks are there? I’ve also been involved with Socitm‘s discussions around metrics and these overlap with the ESD-Toolkit since both employ GovMetric, a couple of whose staff I had conversations with at the outset of my research.
Are we all talking to each other folks or are you relying upon me talking to you?