case study: Mid Beds District Council (MBDC) – Environmental Planning Services
The Environmental Planning team within MBDC set themselves the challenging goal of improving their customer service to an exceptional level that will be the envy of all councils.
Following interviews with key members of the team and their customers, a customer services strategy programme consisting of eleven workshops was designed:
Over a six-month period the workshops were delivered to the entire Environmental Planning Services team. All members of the team were empowered with developing and instigating customer service strategies and also developed their own personal plans. All aspects were integrated in to the performance management process to ensure long-term success.
Related training programmes: