UK Local Government

By deploying a CDC Respond solution, you now have the technology and methodology to capture and manage your customers' complaints and feedback. Our software provides you with a thorough understanding of their issues by allowing you to analyze and track feedback, complaints, inquiries and service requests.

Every local authority operates differently and each one varies in size and structure. But all have common objectives and experience similar issues, all are faced with striking a balance between the needs of the citizens and the needs of government.

Through complaints and feedback management, CDC Respond can help local authorities to:

  • Genuinely improve the customer experience, across the entire authority
  • Achieve efficiency gains, meet targets and embrace 'best value' initiatives
  • Enhance the public's perception of the authority and the level of service they provide

CDC Respond enables you to improve customer service across the organization, with the flexibility to meet individual directorate needs.

We have implemented solutions across all local authority directorates, these are just some examples of how can we help you:

Corporate Complaints

Local authorities need a system that allows them to be consistent and efficient, is easy to use and structured. It has to foster collaboration and give transparency of information across many departments and agencies. It needs to deal with complaints and feedback, not just about the local authority itself, but about all its suppliers too. CDC Respond gives you a single, unified database which allows the handling of complaints and feedback across the whole authority. It lets managers identify the cost (in terms of time and money) of complaints. And all the data and information collected is organized in such a way to make analysis and subsequent organizational learning fast and convenient.

Housing

You have countless third parties to manage from plumbers and roofers to painters and decorators, all of which could potentially generate complaints about the service delivered. CDC Respond gives all customer-facing staff, including your third parties, the ability to resolve the problem or manage the feedback themselves – issues are only escalated when necessary, boosting productivity. Whatever the nature of the complaint or piece of feedback, the whole department, including your third parties, can access the information instantly. With CDC Respond, it is easy to highlight problem trends so you can act to improve service levels and drive down the volume of complaints.

Social Services

Currently, around 40% of UK social services departments use CDC Respond to meet the stringent legal and legislative complaints procedures. By deploying a CDC Respond solution, social services can streamline processes and reduce the cost and time it takes to handle complaints. It's a secure solution: information can be shared without compromising confidentiality. And a full audit trail is provided so reports can be produced quickly and easily.