We will broaden the range of e-filing services and search products to improve the customer experience for both filing and search customers. This is part of our programme of continuous improvement in the light of Customer Insight and other feedback that we receive. We will use the insight and feedback to reflect on the range of services we offer, and enhance them where the insight has identified shortcomings. Key examples include:
- The introduction of an e-filing service for registering charges in April 2013. This will be a faster, more efficient and cheaper method of filing charge documents.
- As take up of electronic filing of accounts increases, we will consider the introduction of an accounts data product.
- We plan to build and implement a new single service for customers. This will provide easier access and improved services for customers of both search and registration services.
- We will provide a full Welsh online incorporation service with a Welsh input and the option of a fully bilingual output by March 2013.
- We will make greater use of Twitter, You Tube and other social media channels to communicate with our customers.
We will continue our programme of continuous improvement, responding to the customer feedback and insight we receive. This information will drive our efforts to improve systems, correct faults and improve the customer journey in line with intelligence received. We will:
- Introduce an improved format for e filing of abbreviated accounts to increase take up, delivering faster filing and quicker availability of the information for searchers. Phase 1 of this is due in February 2013.
- Introduce updated website e-forms for appointments by February 2013; other e-forms will follow as the year progresses.
- Make all possible efforts to increase the take up of e-filing of accounts to an average 53% by the end of March 2013. From a registration point of view this will result in faster, more efficient and cheaper filing of accounts. From a document handling and search perspective, it will mean less handling of paper, quicker updating of the register and faster availability of information to searchers.
- Enhance our e-reminder service and increase take up. This will continue to improve the already higher annual return and accounts compliance rates from those taking e-reminders.
- Work with the Data Strategy Board on the feasibility of making directors’ information available for free.
- Apply the enforcement strategy to improve compliance with accounts and annual return filing requirements.
Measuring our performance
Measuring our performance and customer behaviour is key to improving our performance, as we record and map customer journeys, monitor usage and identify "drop off" points. We will continue to measure and monitor our performance to gauge the level of Customer Satisfaction and identify areas that need improvement, training or further development. We will:
- Continue to monitor the level of Customer Satisfaction, so that we will be able to measure our success at improving it in response to changes we have made.
- Roll out a call recording facility by April 2013, enabling better traceability of calls and providing the ability to use the results to improve standards through better training. Call analytics systems will follow.
- Continue to measure "hits" on our website to determine customer journeys, popular pages, drop off points etc.
Listening to customers
Putting customers at the heart of everything we do involves listening to their feedback and acting on it to improve systems, processes, guidance and any other aspects of our services. We will:
- Continue with our Customer Insight strategy and closely monitor our customer satisfaction level to ensure that we set the right priorities for improving our services.
- Continue taking views from our frontline staff on the top ten areas of customer dissatisfaction.
- Continue taking views from our user panel to consider new web forms and to provide input into their design and application. This will give us access to customer views on screen designs prior to implementation, which means we will be able to develop them more in accordance with customer needs.
- Work with software providers to reduce rejection rates and provide better system testing facilities for them. This will lower rejection rates and reduce costs for filers.
Efficient use of resources, good quality training and high awareness of customer needs are all paramount to improving our services and increasing customer satisfaction. This is reflected in independent survey results. We will:
- Continue with our "Know your customer" and training campaign to make staff aware of the importance of recognising their customers, both internal and external. We will back this up with additional training for all customer-facing staff.
- Re-structure our operational teams and broaden staff skills to include processing and dealing with customer queries and problems.
- Ensure that all members of staff have a "customer based" objective as part of the annual appraisal process.
- Support an internal team of coaching champions to help line managers improve their skills by sharing advice and best practice to embed a strong coaching culture throughout CH.
- Improve performance management procedures in time for the October mid year reviews to provide a solid framework for managing and improving staff performance.
- Analyse and make full use of the feedback obtained from staff in the 2012 Civil Service People Survey and the IIP Assessment Report.
- Identify actions and implement a CH wide plan to address issues over staff engagement.
- Implement a project in September 2012 to improve the working environment for staff by, for example, providing better facilities for meetings and discussions and more areas for rest and relaxation.
- Become a member of the Institute of Customer Service.
