Effective Communication with the Public: A Toolkit

Communicate the message

Quality and content control: Is the content and presentation of communication of high quality, accurate and up-to-date?

Cases:

NAO: Department for Work and Pensions Delivering effective services through contact centres, HC 941 Session 2005-2006, 15 March 2006, paragraphs 5.10 - 5.21:
This section looks at the monitoring of the quality of services provided and methods to measure service quality and the seven ways by which contact centres measure quality. This section also looks at the scope to increase quality monitoring.
NAO: Using call centres to deliver public services, HC 134 Session 2002-2003; 11 December 2002, paragraphs 2.11 - 2.13 (incl. Figure 18 and Figure 19):
This section looks at the four main quality requirements in delivering services through call centres and examines seven ways by which call centres measure the quality of their services.

NAO: Using call centres to deliver public services, HC 134 Session 2002-2003; 11 December 2002, paragraphs 3.12 - 3.15:
This section looks at the example of the child benefit enquiry line and provides data on how the quality of the service is assessed.