Customer Snapshot: Camden Council

Council maintains its status as a model complaints-handling authority using CDC Respond software for complaint and feedback management

Camden Council provides local government for one of the largest London boroughs, representing a populace of immense contrast and cultural diversity. Encompassing eleven square miles, its boundaries enclose areas including Camden Town, Kings Cross, Hampstead Heath, and Primrose Hill.

Challenges

  • Build Customer-Centric Infrastructure
  • Improve customer relationships
  • Improve Customer Service

Results

  • Allows sensitive data to be locked so that only authorised personnel have access
  • Enables council to send 87% of complaint acknowledgment letters within 2 days
  • Makes it easy to see a complete picture of a complaint or enquiry