The 18 departments in the Town Hall of Zoetermeer deliver 240 different products daily to 121 000 inhabitants, 5600 entrepreneurs and about 1 million visitors a year in the city. In the spring of 2006 the City Council of Zoetermeer decided to strive towards an ambitious goal to increase citizens’ satisfaction with the customer-related services by 2010.
The important activities to start the project were to develop an organisation-wide information system for managing the complaints and to develop the framework for the charters. The second step was to develop a charter with the service delivering personnel of each of the 18 departments. Each department had to make choices to select the important products and the service standards. The quality manager supported the choices with detailed information about the complaints of citizens. In some cases results of earlier satisfaction surveys were available. In the third step the PDCA-cycle (Plan-Do-Check-Act) for the service was introduced. In this step the involvement of citizens has an important role, especially for gathering detailed information about needs and satisfaction.
Simultaneously, the quality manager had to develop an organisationwide monitoring tool for the overall customer satisfaction. Components of the monitoring include the company-wide survey of customer needs and satisfaction (every four years), the local omnibus surveys (every year), the national benchmarks (every two years) and the daily management of the complaints. The moment of survey depends on the progress of the improvement of the processes. It also depends on the identity of the product, especially on the difference between products with a continuous delivery and with a seasonal delivery. The most used method were the focus groups, the mystery guest, the public inspections and the real case interviews. The permanent evaluation of the progress is one of the most important activities in the project. The results of the evaluation gave clear evidence of the process, which had to be improved. The fourth step was to go on through the PDCA-cycle and start the cycle again until the evaluation of the customer satisfaction score is 7,0. The results are published annually by the city council.
|Award category:||public service delivery|
|Sector:||Public administration, modernisation, institutional affairs, reform|
|Type of activity:||quality management|
|Keywords:||Customer satisfaction, quality management|
|Short English description:||In the spring of 2006 the City Council of Zoetermeer decided to strive towards an ambitious goal to increase citizens’ satisfaction with the customer-related services by 2010.|
|Organisation:||City of Zoetermeer|
|Level of government:||local level|
|Size of organisation:||>100|
|Number of people involved:|
|EU membership:||EU member|