To prepare for the 2012 Olympics the Westminster City Council, a UK local authority, developed and launched WorkSmart, a programme to engage the workforce and put customer experience at the heart of the council’s approach. The first event was an "Ideas Day" in 2006 for staff to re-think the way the council delivered services. 20…

BPIR Categories

9.7.1 Encourage employee involvement and feedback
6.1.1 Plan key production & delivery processes
6.4.2 Implement systems for managing the service
1.1.1 Customer performance/satisfaction measurement

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