| Quality Customer Service Network |
- Expand the QCSN to the wider Public Service
- Utilise the Network in supporting initiatives under Action 2 – dissemination and focus group work
- Update and expand existing supporting documentation for QCS Initiative (includes recently updated Guidelines for Preparation of Customer Service Action Plans and Charters)
- Develop comprehensive work programme to address key issues in emerging customer service enablers – such as CRM, AI, blockchain, robotics, etc.
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| Develop common definitions |
- Create a shared understanding of customer service and customer experience
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| Baselining |
- Baseline and track standard of customer service across the Public Service through surveys
- Evaluate results from questionnaire sent to QCS Working Group, mapping customer service in the main customer-facing organisations of the Public Service
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| Training |
- Consider customer service training specifications for the Public Service
- Consider the feasibility of developing shared online modules and training options covering the basic elements of customer service.
- Consider business case to develop Public Service-wide customer service programme – particularly focused on training and adaptable to different sectoral requirements
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| Public Service-wide Customer Service Strategy |
- Consider the business case to develop a public sector/civil service wide customer service strategy, adaptable to the needs of different sectors within the civil & public service, which includes a detailed and aligned training and engagement programme
- Within this strategy, consider the metrics which Civil and Public service should adopt to measure CS performance
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| Customer Service roles |
- Consider the business case for defined Customer Service Management roles within the civil and public service
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| Quality Assurance |
- Develop measureable series of metrics for Quality Assurance model
- Develop OPS2020 quality customer service accreditation system with Reform Evaluation Unit, DPER
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| Engagement |
- Develop communications strategy for engaging leadership, middle management and frontline staff in improved commitment to customer service
- Develop best practice protocols for engaging customers to contribute to the design and development of customer services
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| Develop Customer Service Culture in the Public Service |
- Consider the development of a holistic training programme that is supported by a strategy/engagement programme
- Over time shift the focus from ‘customer service’ to ‘customer experience’ approach
- Seek to shift to a customer-led design and ‘customer journey’ approach to service delivery – where customers’ views are fully considered.
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