Summary: The delivery of customer service in the public sector is something that we all experience - usually with no choice. In this month's show, we hear from two professionals who are passionate about ensuring that top quality customer service levels in the public sector are consistently reached and maintained andnbsp;discuss HR's role in achieving this. To listen to the podcast, click the grey arrow below. Angela O'Connor is Executive Directornbsp;HR (Policing), at the National Police Improvement Agency. Shenbsp;believes that any service wenbsp;receive from the public sector should be as good, if not better than the service we receive elsewhere and there is a fantastic opportunity for HR to really drive customer service in the public sector. Her advice is: DELIVER REALLY GOOD SERVICEnbsp;- in the right way, at the right time, to the right standard HRnbsp;SHOULD SEE THE LINE OF SIGHT - between what they do and the community they serve REALLY LISTEN TO YOUR INTERNAL AUDIENCEnbsp;- understand what line managers lives are like and walk in their shoes SPEND TIME IN THE BUSINESS - ensure that people solutions are built around common sense approaches that are relevant to the lives of their customers CONNECT PEOPLE - with the services they deliver and break down the silo mentality, so people can see that they bring something really special to individuals and communities DEMAND THE ABSOLUTE BEST - in terms of attitudes in staff To contact Angela or find out more about the NPIA visit www.npia.police.uk The Association for Public Service Excellence is the foremost specialist in local authority front line services. Paul O'Brien is APSE's Chief Executive and he talks about the public's perception of service delivery and how the energynbsp;and ideas of the front line staff who deliver the services, should be harnessed in order to improve the customer's experience. Some other pieces of advice Paul shares are: GET BETTER AT MARKETING AND COMMUNICATION - tell the public what we do well HR CAN INFLUENCE THE CULTURE OF AN ORGANISATIONnbsp;- well motivated people deliver high quality and excellent services GET THE TERMS AND CONDITIONS RIGHT - create that environment where people feel they get an opportunity to learn, thrive and aspire to greater things PUT ALL OF THESE THINGS TOGETHER - find a way of binding them into a 'one team' approach To find out more about APSE's work or to contact Paul visit www.apse.org.uk or call them on 0161nbsp;772nbsp;1810. Listening to the show is simple, you can do it in a number of ways and you donrsquo;t need an iPod or MP3 player. Simply click on the grey arrow underneath the show heading and it will play through your computer. Alternatively, you can easily download the file and listen to it later, ornbsp;transfer it onto an MP3 player,nbsp;just right click on lsquo;Downloadrsquo; and select lsquo;Save Target Ashellip;rsquo; The show can also benbsp;playednbsp;on iTunes. To make sure that you never miss an episode, you can subscribe freenbsp;via email, or by clicking the orange RSSnbsp;icon or iTunes button. Each new show will then be delivered automatically to your computer, along with notes about the show, useful contact details and links to additional information. Inbsp;would love to hearnbsp;your feedback and any suggestions for further shows. Either email me directly at karen@publicsectorhrpodcast.co.uk or click on lsquo;Commentrsquo; underneath the show title and type away.ShareThis
