Nottingham City Council launch online Feedback facility to citizens

Published by Sarah Porcas for Covalent Software in Local Government

This week Nottingham City Council have released their new Comments, Compliments and Complaints service to the public, via their corporate website.

Nottm City purchased the Covalent solution in early 2012, joining the existing 8 Council customers in Nottinghamshire, to manage their corporate performance, risk and action planning. In addition, Nottm City selected the optional Feedback/Complaints and Integration modules from Covalent to help support their Citizen First (customer care) transformation programme.

Citizens in Nottingham City will now be able to log details of any comments, compliments and complaints relating to the councils services via a web form at: https://secure.nottinghamcity.gov.uk/haveyoursay/

The feedback information from the councils web-form will be automatically routed via Covalent’s Integration functionality, to the relevant department and responsible officer at the council, to respond appropriately. Details of all of the feedback received by Nottm City will then be held within Covalent, allowing the council to monitor and analyse results to ensure the best possible service is being provided to citizens.

Speaking on behalf of the Council, Gary Dawes, Senior Corporate Performance Specialist said;

‘Covalent will enable us to provide regular and consistent qualitative management information to Councillors and senior managers on all comments, compliments and complaints we receive.  Understanding the patterns of when, how and why citizens contact us and the root causes, will enable us to target interventions and recommend changes in processes or service provision where this is appropriate.  The ability to capture and analyse this information will help us identity lessons learned to share best practice across the organisation to drive improvement.’

To learn more about Covalent Feedback, click here