The Dame hears that a long standing resident recently visited the Customer Care Centre at the Town Hall to apply for a temporary parking permit for a hire car while his usual car was in the garage for repairs after an accident. This resident has for many years run a customer service business and knows a thing or two about the pitfalls. Rude staff, intentional obstruction, and the challenge of delivering good service in the sort of monopoly environment inhabited by local Government and the NHS.But on this occasion he was delighted to encounter a friendly, well informed and helpful employee who handled the transaction in no time at all.
Of course this does not happen by accident. The training and recruitment processes in the K&C customer care centre are working well. Congratulations to Ray Brown, Head of Access and Business Change at the Town Hall. Clearly a centre of excellence to benchmark other services against. The Cabinet Office should take note.