Cooperative Council, Democracy

Lambeth has ‘tweet dreams’ for customer services week

Councillors are going ‘back to the floor’ as part of Customer Services week.

On Wednesday October 5th, Councillors will be joining the street sweepers, shadowing social workers and taking calls with the benefits advice team while tweeting about their experiences of frontline customer services. Residents can see the day unfold by following the tag #Lambeth24.

Deputy Leader Cllr Jackie Meldrum who will be picking up litter as well as going out with the bulky waste team said; “Good customer service for Lambeth means everything from keeping the streets clean to answering calls in the customer centre. I want to see for myself the unseen hours that go into making all that happen.

“Thousands of people work so hard to make Lambeth tick whether it’s collecting parking tickets or delivering meals on wheels but all our hard work is undermined if a resident has an unhelpful experience with the council. By rolling up our sleeves and getting stuck in with frontline workers, we will be on the hunt for examples of good customer service delivered by hardworking council staff and using twitter to report back what we find.

Senior council officers will also be going back to floor to check out the standards of customer service across the council. For example Sue Foster, Executive Director of Housing, Regeneration and Environment, will be spending time with staff who work at the frontline dealing with homelessness and housing advice, and Jo Cleary, Executive Director of Adults and Community Services, yesterday worked on the customer inquiry desk at Brixton Library. Other senior managers will be staffing the front desk at the Town Hall, joining teams that work on the frontline of child protection, shadowing social workers, dropping in to Children’s Centres, the school admissions service, the Youth Offending Service and more.

Moreover, randomly selected council staff can expect to encounter mystery shoppers to spot check levels of customer service across the council.

Cllr Meldrum continued; “I’m going to be visiting a different service every day of this week and challenging the whole council to make sure we always get customer service right first time.”

National Customer Services week 2011 takes place from 3 – 9 October. Last year over 1700 organisations from across the world took part and helped raise awareness of the importance of customer service.



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