Customer Snapshot: Hounslow Council

Council turns to CDC Respond to improve customer service through complaint and feedback management software

Hounslow Council's vision for local government is as a community leader, not simply a provider of services. It aims to bring its 212,000 residents closer to the local democratic process and to understand their priorities and meet their diverse needs.

Challenges

  • Build Customer-Centric Infrastructure
  • Ease of use
  • Improve Customer Service

Results

  • Provides visibility of data among departments and enables Hounslow to easily share information around the Authority
  • Standardises the data captured from all customer-facing channels, including call centers and partners
  • Pinpoints deficiencies to tackle problems and implement change