"In general the work related to Customer Satisfaction Management should be focused on how to use the European Version of the Primer, which will include good practices from Member States. The aim is to demonstrate the relevance of customer focus and the role of the citizens in public service management; including how involvement can be brought about (customer insight techniques).Regarding customer focus, the objective is to improve knowledge about the use of Citizen Charters to help all public institutions dealing with the public."(MTP 2008-2009, pg 17)
This primer points on the relevance of customer focus and the role(s) citizens/customers play in public sector management and gives an overview of different methods and techniques getting an insight into customer's needs, expectations and satisfaction, called "customer insight".
The IPSG decided primarily to work on a wider context and orientation of customer satisfaction management in public sector and to list up the current state of affaires in the different member states on specific "products" for customer satisfaction management (guidelines for measurement, organising focus groups, process mapping, customer charters, ...) and the future needs for tools developed on the European level..
In preparing this wider context and orientation of customer satisfaction management in public sector, the IPSG asked EIPA to play a role in this important task for the future, financially supported by the Portuguese presidency.
During the Slovenian Presidency "EU Primer, Customer Insight" will be presented.
