Nottingham City Council’s success with Ideagen’s Risk Management solution
Nottingham City Council recognized the need for a performance management solution capable of monitoring various areas of the organization to drive improvement.
Their main area for improvement was monitoring feedback in accordance with the council’s Citizen First Transformation Program and the key manifesto pledge. This pledge was to ‘make Nottingham the most citizen-friendly council in the country and ensure that when surveyed, 95% of people are satisfied with their experience with the council.’
The challenge
Before implementing Ideagen Risk Management, all feedback was received through a centralized generic inbox and manually distributed to the appropriate teams. In addition to time waste from this manual process, it was also difficult to manage citizen feedback consistently across the organization
The Dashboard is a useful way for services to know the status of their feedback. It provides a quick and easy overview, allowing you to go into the case detail if necessary.
The solution
Ideagen Risk Management was implemented to directly transfer data from the web-based feedback form on the council's website into the feedback system. This integration ensures consistency in the feedback process and improves the quality of the data collected. If the form cannot be filled out by the citizen for any reason, the solution allows staff to complete the form on the citizen's behalf, in person or by phone.
'The Dashboard is a useful way for services to know the status of their feedback. It provides a quick and easy overview, allowing you to go into the case detail if necessary. We're using this to highlight how much feedback we've received and the current state of cases. Managers use the dashboard to understand what feedback citizens are giving about the services.'
- Organizational Planning and Performance Manager, Nottingham City Council
The solution is used across departments. The city's performance team uses the solution's KPI, Risk, Action, and Inform modules. The scope of the solution's use has improved the council's data quality and volume, allowing the council to learn from trends and allocate resources as needed to ensure customer satisfaction.