Client as barometer of efficiency (worked example)
Client as barometer of efficiency (worked example)

The following Local Government guidance note provides comprehensive and up to date legal information covering:

  • Client as barometer of efficiency (worked example)
  • Step 1: Identify our clients
  • Step 2: Gather client information/feedback
  • Step 3: Review and analyse the feedback
  • Step 4: Determine client needs
  • What services MUST we provide
  • What services SHOULD we provide?
  • What services COULD we provide?
  • What services WON’T we provide?

Produced in partnership with Beth Pipe of Bellis Learning Solutions Ltd

Step 1: Identify our clients

Who are our existing clients? (Specific and generic) Internal clients—client services
External clients—planning challenges, social care interventions
Who are our potential clients? Could we potentially provide legal or consultancy services to other councils in order to generate revenue?
Untapped markets to explore? Other councils, other public sector bodies
Is our client base likely to change? Potential changes to legislation may affect social care cases
Other  

Step 2: Gather client information/feedback

What do we already know about our clients’ needs? Clients want their cases to be dealt with swiftly.
Clients like to be kept updated, even if nothing is happening. They tend to judge us more on our service than on our technical work, which they appear to take for granted.
This is really as much as we know, as we need to improve our client feedback.
How do we currently receive client