Improvements and priorities

• Three-quarters or more of respondents agree with all the suggested actions to make services more responsive and improve customer care
• 87% of respondents agree with consulting more widely on service development and delivery as a priority
• There is very little disagreement with the suggestions (8% or less)

This chart shows that:
47% of respondents strongly agree that the council should prioritise consulting more widely on service development and delivery in order to make their services more responsive and improve customer care
40% of respondents somewhat agree that the council should prioritise consulting more widely on service development and delivery in order to make their services more responsive and improve customer care
11% of respondents neither agree nor disagree that the council should prioritise consulting more widely on service development and delivery in order to make their services more responsive and improve customer care
2% of respondents somewhat disagree that the council should prioritise consulting more widely on service development and delivery in order to make their services more responsive and improve customer care
1% of respondents strongly disagree that the council should prioritise consulting more widely on service development and delivery in order to make their services more responsive and improve customer care
37% of respondents strongly agree that the council should prioritise improving their systems to collect satisfaction data more efficiently in order to make their services more responsive and improve customer care
42% of respondents somewhat agree that the council should prioritise improving their systems to collect satisfaction data more efficiently in order to make their services more responsive and improve customer care
19% of respondents neither agree nor disagree that the council should prioritise improving their systems to collect satisfaction data more efficiently in order to make their services more responsive and improve customer care
2% of respondents somewhat disagree that the council should prioritise improving their systems to collect satisfaction data more efficiently in order to make their services more responsive and improve customer care
1% of respondents strongly disagree that the council should prioritise improving their systems to collect satisfaction data more efficiently in order to make their services more responsive and improve customer care
31% of respondents strongly agree that the council should prioritise measuring whether all sections of the community are accessing their services through diversity monitoring and mapping exercises in order to make their services more responsive and improve customer care
44% of respondents somewhat agree that the council should prioritise measuring whether all sections of the community are accessing their services through diversity monitoring and mapping exercises in order to make their services more responsive and improve customer care
17% of respondents neither agree nor disagree that the council should prioritise measuring whether all sections of the community are accessing their services through diversity monitoring and mapping exercises in order to make their services more responsive and improve customer care
6% of respondents somewhat disagree that the council should prioritise measuring whether all sections of the community are accessing their services through diversity monitoring and mapping exercises in order to make their services more responsive and improve customer care
2% of respondents strongly disagree that the council should prioritise measuring whether all sections of the community are accessing their services through diversity monitoring and mapping exercises in order to make their services more responsive and improve customer care

What would make it easier to access services or facilities run by Portsmouth City Council?

• ‘Experts by experience’. Carry out user research of services and facilities with people with protected characteristics to see the challenges first hand
• The main Portsmouth City Council website is difficult to use for some. Carry out some task-oriented user research on key services such as how to pay your council tax. Research more open-ended tasks to see how well the search function and page indexing is working for different types of customer
• Key information on the website such as refuse collection dates could be in different languages
• Consider having a central point of contact for vulnerable customers who acts as liaison between different council services or departments on their behalf
• Install a kiddies corner or mini creche at the civic offices where children could be supervised whilst the parent discusses potentially distressing or confidential issues with staff
• Ensure complaints are resolved where possible and feedback given to the individual in all cases. People need to be heard and feel listened to
• Better training for staff (particularly in person) on how to deal with vulnerable customers e.g. proactively offering a private room, only asking necessary questions and understanding that some questions can feel very intrusive
• Better information on food banks and eligibility criteria (even though not council run)