Government and public services

Describe complaint channels and responsibilities for responses, escalation and closure. The satisfaction plan, participant selection and results analysis show how the organisation follows beneficiary experience.

Suggested package

The customer experience package combines complaint handling guided by 10002 with satisfaction monitoring and measurement guided by 10004.

Customer experience

Example package index

A government and public services customer experience example contains 56 documents. The channels and services you confirm determine the order’s index.

1. F-01 Document list and retention rules
2. F-01b Process map and interactions
3. F-02 Document distribution and receipt record
4. F-05 Job description and competence requirements
5. F-05a Roles and authorities
6. F-06 Training, competence actions and evaluation record