When Gloucestershire Constabulary embarked on its People First initiative to increase the customer-focus of its services, its Information Systems Department (ISD) felt its staff could benefit from a more customer service-oriented approach to end-user communication, aligned to its technical function.
Although ISD does not handle enquiries from the general public, its role involves processing a large volume of in-coming correspondence from 'internal customers' across the Constabulary. It wanted to achieve a more efficient and coordinated service through improved communication between its teams and a greater awareness of the behaviours that contribute to a positive customer experience.
To ensure service levels were maintained, ISD could not remove its staff from their day-to-day roles for extended periods of time. In order to keep disruption to a minimum, it needed a training solution that could be structured in short sessions, attended by groups made up of employees from different teams across the department.