Increasing customer satisfaction – A-Z of services

In 2009, Lambeth created a helpful directory of council and partner services for residents and businesses called the ‘really useful guide to services in Lambeth.’

A-Z

What we did
In 2009, Lambeth Council offered more than 600 services to residents and businesses living in this south London borough. Residents’ surveys and focus groups suggested that identifying and contacting the services they needed was a bugbear for our citizens.

So we created a helpful directory of council and partner services in Lambeth for residents and businesses called the ‘really useful guide to services in Lambeth.’

We decided the format, structure, content, design, print and distribution to meet the needs of our target audience. This included creating colour-coded sections within the directory for areas such as ‘environment’ and ‘advice and benefits.’ Within each section, services were listed alphabetically and given a short description as well as contact details.

The A5 booklet also included an index, a translation panel explaining how to order the booklet in different languages or formats, and a section outlining our 30 most popular telephone numbers determined by telephony data.

The feedback from our ‘citizens focus programme’ suggested new residents, especially those who had come to Britain from abroad, did not know how to contact a family doctor, dentist and other health services. Therefore we teamed up with relevant partners to make sure those key services were included.

Who we did it for
Our residents’ survey in 2009 found that 58 per cent of residents said the guide was useful and those who got the A-Z were more likely to be positive about the council when asked.

Taking on board residents’ feedback the 2010 guide was updated to include more financial and leisure services.

Results

  • Availability at public buildings saved £50,000 on distribution costs.
  • 7 out of 10 said they felt informed about council services.
  • 58% of people consulted said it was useful.

The guide has been nominated for numerous local government awards for ‘best publication’ and ‘best designed publication’.

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