Best Practices in the Government Handling of Complaints

April 15, 2011

Traditionally, Government bodies have been handling their complaints from a process-driven perspective. But that could all change with mounting concerns about the way governments manage public funding. According to research by the London School of Economics, citizen complaints about public organizations - and putting them right - cost the taxpayer at least £830 million a year. For complaints about noise alone, councils in Britain received 291,000 complaints in the last year1. – resulting in the issuing of 10,000 noise-abatement notices.

Read the white paper to learn how public organizations can implement workflow-driven complaint and feedback processes to dramatically reduce the time and resources required to handle citizen feedback.

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