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Cmps 20081211a complaints_handling-2008_government_survey

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Directorate Seminar on Complaints Handling Complaints Handling – 2008 Government Survey Steve Barclay Assistant Director, Efficiency Unit 11 December 2008
The Survey ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Question ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Complaints Received ,[object Object],[object Object],[object Object],[object Object]
Complaint Channels Many departments have publicised their complaints channels
Complaint Channels ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Complaints Received ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Complaints Handling System
Complaints Handling System ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Dealing with Complaints The problem is mainly with the complainants?
Dealing with Complaints ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Engagement of Service Providers
Dealing with Complaints ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Dealing with Complaints ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Analysis and Reporting
Question ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Analysis and Reporting ,[object Object]
Analysis and Reporting ,[object Object]
Analysis and Reporting ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Assistance Required
Next Steps ,[object Object],[object Object],[object Object],[object Object]
Cmps 20081211a complaints_handling-2008_government_survey

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Cmps 20081211a complaints_handling-2008_government_survey