Business Insight has achieved a first for Birmingham City Council and UK Library services by being accredited to the Customer First quality standard.
Putting the Customer
First Underpinning our service is the Customer First quality assurance framework which we apply to all our business, council, community and learning work.
The framework focuses on our customers and their interface with and experience of Business Insight and the services we deliver. It is divided into three sections:
Customer Relationships
Focuses on how we build relationships with our customers, identifying their needs, fulfilling their requirements, and referring them to other providers as and when appropriate. It also ensures that practices are in place to deal with any problems our customers may experience.
Market Awareness
This is concerned with our understanding of the marketplace as the basis for segmenting it for relevant and targeted marketing and communication, and the provision of existing and development of new or improved services. It also looks at how we work in partnership with others providers.
People
Focuses on the people in our organisation providing support to customers: are they able to diagnose customer requirements accurately; are they able to broker relationships with other providers; do we use up-to-date training to support our staff?
Benefits for our Customers
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The delivery of services our customers want and need
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Signposting customers as appropriate to other providers
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Longer-term and more in-depth relationships
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Enabling Business Insight to deliver what we say we will deliver
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A structured method to develop existing and new support services
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The ability to improve and adapt services to better meet our customers’ needs
Benefits for our Funding Partners
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A means of assessing the delivery competence of providers
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A method of building quality assured delivery capacity within the provider network through good practice and collaboration
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A means of ensuring that support provision is able to meet future market needs