The new Customer ‘Look See’ inspection is a lighter, customer experience option to the original full inspection. It has been designed to have customers observe and experience service delivery (processes, procedures and interactions), first hand and identify improvements that will create a better standard of customer service.
Our original CLI process involves inspectors working closely with a service, its partners and customers for a number of days over a period of between 6-12 weeks. Inspectors are then asked to submit a detailed report of their findings and recommendations. Whilst this approach delivers extremely productive results and improvement plans, it is an intensive inspection for both the inspectors and service.
The new inspection process was developed with a view of reducing the burden of time and work on inspectors and services, whilst still providing vital feedback to assist in service improvement. Primarily aimed at customer-facing council services, the ‘Look See’ method requires inspectors to visit a service, such as a; country park, library, community recycling centre, cemetery or council office and provide feedback on their experience. Importantly, staff in the service do not have prior knowledge of the inspection activity, as the aim is to have the inspectors experience the service in the same way as any other customer.
Inspectors meet with service managers prior to inspections to learn more about the service and any specific activities or issues managers would like them to focus on during their inspection, for example new services or service standards. Inspectors then have a two-week window to complete their inspection, at a time convenient to them. They can visit the council service as many times as they like or in as many different locations (if relevant) as they require in this time.
Templates are agreed prior to each inspection for the inspectors to complete and return to the council’s Business Improvement team who review the feedback, compile a report and recommendations for the service. Inspectors are then invited to meet with the service manager to discuss their findings and feedback.
The service manager then has responsibility for implementing the improvement recommendations put forward.