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Bromsgrove council reduces complaints by half

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Tagish, which is rapidly emerging as a UK market leader for complaints and customer feedback IT systems, has helped Bromsgrove Council to achieve a 50% drop in complaints about refuse collection.

Prior to implementation of the new IT system, the council had been criticised by the Audit Commission for having no effective corporate system in place for dealing with customer complaints and feedback, which had resulted in a cumbersome paper trail, slowing down the process and making it difficult for staff to manage.

With the appointment of a new chief executive in 2007 came the council’s commitment to “Putting the Customer First” and finding a supplier who could deliver a reliable IT system became a priority for Bromsgrove. 

Tagish won the contract to supply its iCasework complaints and customer feedback computer system through competitive tender due to its vast experience in complaints solutions, competitive prices and reputation and standing with other local authorities.

The iCasework system is highly adaptable and flexible and can be easily customised to meet the needs of organisations.  The system is extremely user friendly and as there are no limits placed on the number of users; it can be widely and quickly adopted by staff.  The system was piloted in the Refuse Department, followed by a roll out throughout the whole council.

The Tagish system has enabled the council to quickly and efficiently record complaints and feedback received anywhere within the organisation and to track progress. The built-in reporting and analysis functions have enabled the council to gain a true picture of customer complaints, highlighting areas of service which require improvement.

Since putting improvements in place, the council has seen an increase in satisfaction and a significant reduction in complaints received from customers, with as much as a 50% reduction in the Refuse Department.

Tagish managing director, Andrew Fisk said: “When we became aware that Bromsgrove were looking for an IT system to handle complaints and customer feedback we knew that our system was the ideal solution. Tagish is a supplier of software solutions to both the public and private sector, and has developed a wealth of experience over the past 14 years”. 

Sharon Sharpe, Bromsgrove Council customer first officer said: “I have been very pleased with the Tagish system as it has made us much more efficient at handling customer complaints and feedback.  The system has made life easier for staff as it incorporates alerts and notifications of tasks so that all staff involved in the case know exactly what needs to be done next and when.

“We now don’t have a lag in our complaints and feedback procedure and it’s made people much more aware of action they need to take in each instance.  The Tagish staff are very knowledgeable and they have always been there whenever I needed assistance.  I look forward to working closely with Tagish again as we being to develop an online service for customers.”

The next step for Bromsgrove Council is to make the Tagish Complaints and Feedback system available for customers online.  Bromsgrove have been sharing their experiences with neighbouring Redditch Council, to enable them to get the full benefits of the system.

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