Hot off the e-press comes a report from the Improvement & Development Agency (IDeA) entitled “Information needs”. This may have some guidance for those in the public sector, in particularly chapter 9, which highlights the public confusion about roles and tasks, and may encorage us in signposting services when considering the different modes or channels of delivery.
There’s also a new document from the Department of Health which may be worth sharing across the public sector. The title is: “Listening, Responding, Improving – A guide to better customer care”. They’ve published a quick guide, along with the main document, which might save some eye strain. As with the outcomes of my research, much of it would be ‘common sense’, in the way that we need to actively listen to the public’s comments around services and, importantly, actively respond, either by changing them accordingly or explaining why they are the way they are! It is all about moving the culture from one of counting complaints to responding to feedback and treating it with value.