Home > Uncategorized > UK Councils – Customer Access Index September 2011

UK Councils – Customer Access Index September 2011

Welcome to the review of GovMetric data for September 2011.

This index is based on aggregated data from 70 UK councils, gathered monthly through www.govmetric.com.

This month:

  • Monthly Spotlight – Highest multi-channel satisfaction scores
  • Monthly Spotlight – Highest per channel satisfaction scores
  • Find out where you rank amongst other councils with our satisfaction tier chart
  • Feature story – There’s an app for that: How councils are going mobile
  • UK Councils – Channel Access Ratios
  • UK Councils – Highest volume service demand
  • Methodology for Monthly Spotlights

Monthly Spotlights 

The first table looks at overall satisfaction on a multi-channel basis:



North Kesteven District Council hold on to the top spot for a second month – well done!

The second table looks at customer satisfaction with the Face to Face channel:



Kensington & Chelsea and Exeter make it into this month’s top 10.

 The third table looks at customer satisfaction with the telephone channel:



Dundee City Council continues to rise up the table.

The fourth table looks at customer satisfaction with the web channel:



Well done to North East Lincolnshire – a great performance.

Finally, this chart looks at the number of Feedback gathered:



Over 30,000 pieces of feedback were collected by the Top 10 councils this month.

There’s an app for that: How councils are going mobile

Predictions show that 50% of the UK population will own a smartphone by 2012. This month we are taking a look at some of the different options available to councils wanting to take advantage of the smartphone revolution to deliver lower cost and convenient services to citizens.

Barnet Council: developed its own app

Last month, Barnet launched its own Smartphone app, which has been designed and created in-house. It enables users to find out local information, see the latest council jobs, contact their local councillor, find answers to common questions and get involved in local consultations. Residents can also pay for their council tax, sign-up for pay-by-phone parking or search an interactive map of local activities via the application. The app is compatible with iPhone, iPod touch, and the iPad and an application for Android is currently being developed and will be launched in due course.

Councillor Robert Rams, Cabinet Member for Customer Access and Partnerships said: “By launching the official Barnet Council’s app, we are not only increasing the number of ways residents can contact and engage with the council, but are achieving this in a cost effective way, proving excellent value for money to the taxpayer. Smartphone applications are now widely used by many companies, but as far as we are aware, Barnet is one of the first local authorities to design and launch its own unique version.”



See also

Wychavon District Council: uses the Looking Local app

Wychavon District Council has adopted the Looking Local platform to provide mobile access to online services. This platform has grown out of the DigiTV National e-Gov Project, and it enables subscribing organisations to deliver content to TV, smartphones, mobile web, social networks & games consoles.

Central to the Looking Local app is the ‘Report It’ feature, which enables users to quickly report local issues such as graffiti, abandoned vehicles, potholes, damage to street furniture, anti-social behaviour and dumped rubbish. In five easy steps the user can map where the problem is, attach a photo and a comment and submit the report which then gets sent to the council.

In addition to the reporting functionality, the Looking Local app gives access to a wide range of local services provided by over 125 partner organisations including choice-based lettings, repair reporting, news and events, local health services and listings, as well as nationwide job searching from Jobcentre Plus and information from NHS Choices.



See also

Sutton Council: uses MyLoMo to deliver smartphone-compatible content

You don’t have to provide an app to successfully deliver services via smartphones. Sutton Council uses the MyLoMo platform to deliver ‘mysutton.mobi’, a ‘lite’ version of its primary website that displays the most relevant content on mobile platforms. The MyLoMo platform has been designed with Local Authorities to minimise integration work, be back end agnostic and enable the re-use of existing web services. Also, although the service is specifically designed to display accurately when using smartphones, it will also display successfully on any other internet enabled mobile phone to varying degrees of display & speed.

Services available to residents include reporting an abandoned car, fallen trees or graffiti, and the ability to check local maps & travel information as well as the latest Council News or even what’s showing at the local cinema.



See also

Other options

There are other task-specific apps available, that can be used directly by citizens or subscribed to by councils. For example, FixMyStreet by MySociety is a service for reporting, viewing, or discussing local problems such as graffiti, fly tipping, broken paving slabs, or street lighting. Apps are available for Apple and Android smartphones.

What has your council been doing to get mobile? What levels of take-up are you seeing? How do you expect this to continue over the next 12 months? Do you think smartphones offer a real opportunity for reducing the cost of service delivery? We would love to hear from you.


UK Councils – Channel Access Ratios & Highest volume service demand

This is where we take a look at the two key charts from the national trends data – channel ratios and service volume trends for UK councils in the sample.

access channels

access channels

key services

key services

No significant changes this month.



Methodology for Monthly Spotlights

The monthly spotlights are calculated using aggregated data from 70 UK councils. The methodology is as follows:

Overall satisfaction is based on GovMetric councils which have achieved the required total number of feedbacks across a minimum of 2 channels:

  • County – min of 800 feedbacks for the month
  • Unitary – min of 800 feedbacks for the month
  • District – min of 400 feedbacks for the month

Channel satisfaction is based on GovMetric councils which have achieved the required number of channel feedbacks across a minimum of 1 channel:

  • County – min of 400 feedbacks for the month
  • Unitary – min of 400 feedbacks for the month
  • District – min of 200 feedbacks for the month


Populations circa 2009.
The arrows indicate the council’s position on the chart compared to the previous month’s results.

Data is sourced from www.govmetric.com. GovMetric is a customer experience measurement service that enables you to listen to the Voice of the Customer across all contact channels, to prioritise which areas to improve and to measure improvements through near real-time reporting.

As the data used is a fixed snapshot taken at the end of each month there may be minor variances to the data seen in GovMetric reporting due to final data updates after the end of the month, mapping updates etc.

For a demo of how GovMetric works please visit http://www.govmetric.com/demo.  Make sure you have volume turned on!

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