Tag Archives: customer

ALL THIS AGGRAVATION AINT SATISFACTIONING ME

Working closely with local government as I do, I had to come to terms a long time ago with the acute (and sometimes frustrating) impact that public opinion can have on policy making. The big areas of responsibility for local authorities are those which can spark the most emotional and personal community responses – schools, […]

WHATEVER YOU WANT

You may have noticed that we’ve recently released the results of the BDO 2013 Social Media survey and have published a jazzy infographic filled report with some top tips for councils to get the most out of their social media presence.  Social media is a pretty exciting area to be working in right now because […]

FOLLOWING THE TRENDS: THE BDO 2013 SOCIAL MEDIA SURVEY

The BDO Local Government team are delighted to announce the launch of the 2013 Social Media survey, “Following the Trends”. The rise in internet access, popularity of smartphones and tablets and increased culture of internet shopping and has dramatically changed the ways that customers expect to receive services online. Our work in customer access has […]

TALK TO ME, TELL ME YOUR NAME

“there was more publicity on digital switchover to make sure the nation did not lose any episodes of Coronation Street than for the changes to welfare reform” As I read through the (excellent) select committee report on the impact on local authorities of the implementation of the welfare reforms last night, it was the above […]

THIRTY SECOND QUESTIONNAIRE

  Today I am the bearer of two bits of good news. First, we’re closing our 2013 #Litter2Twitter survey today and we’ve had a brilliant turn out of results. Second, this means that we can stop pestering you on Twitter to fill out the survey and diversify our tweet content again! Here at BDO Local Gov […]

DON’T LEAVE ME HANGING ON THE TELEPHONE

This week I’ve been working on our new piece of thought leadership.  We’re updating our social media research piece from last year and looking at how social media is evolving.  As a former Council press officer it’s been fascinating re-entering the world of local government communications teams from the point of view of a Consultant.  […]

I’LL TAKE CARE OF YOU

My mum once told me that the day (long ago, sorry mum!) she decided not to be a social worker any longer, was when a quirk in policy and process at her council meant that a highly distressed mother and vulnerable child clearly in need of help came through the door, and her main concern […]

CALL ME, MAYBE (NOT)?

Customer access and channel shift are both areas of focus for authorities at the moment, as they seek to take advantage of the rare opportunity to save money and also, in many cases, improve the customer experience. We’ve been thinking today about how authorities can publicise and promote the work they are doing around improving […]

ALL WHITE ON THE NIGHT

Last week I was lucky enough to spend an entire day shadowing the Assistant Chief Executive of Surrey County Council, the indomitable Susie Kemp. I could (and probably will) write a whole series of blogs based on the day, as the exposure I got to the huge spectrum of issues a senior local government officer […]

THOUGHTS OF A NOT-SO-NEW STARTER

Yesterday I attended my corporate induction here at BDO. To be honest, I was a little bit apprehensive and wondered how relevant the induction to an accountancy firm would be to somebody who works with local government. I’m pleased to report my fears were unfounded. Yes, the discussion of accounting practices and reporting techniques was […]

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