Course Builds Council's Customer Service
11 Nov 2008 2:55pm
Fylde Borough Council recently published a news article on their engagement with NAC's Business Improvement Team. You can read the article, below.
The first cohort of staff from Fylde Borough Council has successfully completed a NVQ in Business Improvement Techniques.
The staff members took part in the course, provided and funded by NAC Group (www.na-c.co.uk), the North West Improvement and Efficiency Partnership (NWIEP) (www.nwiep.org.uk) and Gateshead College (www.gateshead.ac.uk), aimed at delivering business improvement capacity to the public sector. The course passes the skills down to the council who can then roll it out corporately.
The course builds on skill such as
- Improving business performance
- Motivating staff
- Increasing efficiency
- Reducing costs and waste
The employees will now use their new skills to improve capacity within the council and re engineer services to be even more customer focussed.They have already put them into practise within the council by taking an initial look at the system for making new housing benefit claims. The system has been altered at the administrative level allowing the majority of customers, who bring in all the required evidence, to receive a decision within five working days - a process that used to take two weeks.
Councillor Paul Rigby, Cabinet Member for Policy and Performance, said: "I am very pleased the council took the decision to send staff on this course. It was free to participate and will show huge benefits that we can pass on to the customer. Our residents deserve the highest level of service and we always strive to ensure we deliver to their expectations. If we can constantly adapt to new needs, which this course has taught the staff to do, we should always be able to help."
Posted by NAC News Team