One of our main areas of expertise is the auditing of C.C.C.’s (“City Call Centers” – also known as “Service Centers,” “Public Service Call Centers,” or “311 Services” in Canada and the U.S.). This includes, of course, the city apps and internet forms database.
Our services uniformly result in the identification of key areas of improvement for public delivery.
Here are some of the questions we routinely answer as part of our work:
• What is the local authority’s image or reputation from the perspective of the residents? Is it low? Is it characterized by criticism or lack of trust in the municipal system?
• What are the key gaps or deficiencies that hinder the provision of city services?
• Are service quality metrics well-defined?
• Do the procedures and processes fully support the service objectives?
• Does management receive relevant and reliable information from the C.R.M. system?
• Is the C.R.M. system currently being manipulated, and does it include false reporting?
• Is the C.C.C. set up for emergencies, or will it be disabled or ineffective when most critically needed?
Our teams conduct comprehensive tests of the call center system, resulting in a professional report that details findings, conclusions and recommendations.