Service Excellence
Discussion table
Learn from
Anais is responsible for the UK's online investment and export promotion services. She also looks after the strategy, engagement and user-centred design professions in the Department for Business and Trade.
About the session
Pockets of government service delivery are world-class. How can we raise the level of government service delivery to more consistently exceed citizen expectations and delight users?
-
Defining Excellence: Excellent service requires an understanding of citizen needs and expectations. How can we better engage with citizens to understand their needs, and how should this feedback shape our services?
-
Measuring Excellence: Well-structured Key Performance Indicators are essential to tracking and improving service excellence. What core components should our KPIs encompass to effectively measure the quality, efficiency, and effectiveness of our services?
- Enabling Excellence: Rapid technology change requires the effectiveness and relevance of digital tools need to be regularly assessed. What are the most effective tools we could adopt to improve our service levels?