Performance Management
Programme Boosts Service Quality for South Ribble Council

1st January 2006

The quality of Customer Service at South Ribble Borough Council has been transformed following a comprehensive review of existing business practices and the creation of a dedicated customer contact centre.

The programme of reviewing existing processes started two years ago following a ‘good with prospects to improve’ CPA rating from the Audit Commission which led to a complete overhaul of many customer-facing processes, operations and technologies. It has also led to the creation of the South Ribble ‘Gateway’.

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