Source · Select Committees · Public Accounts Committee
Recommendation 38
38
Rejected
Home Office lacks ambition and effective data use for customer service improvement.
Conclusion
We were concerned that the Home Office lacked ambition in improving its customer service. Its target of 80% of customers being satisfied with the application process implies it is content with one in five of its customers being dissatisfied. The Home Office told us that it tries to exceed this score and also has an internal net experience score.107 It receives customer feedback from a range of sources and told us it works to improve the customer experience and end-to-end ‘customer journey’.108 However, the National Audit Office found that it had not made effective use of its management information to develop a full understanding of its customer service, which limits its ability to understand the causes of problems and improve the service it offers.109 100 Q 75 101 Qq 78-79 102 C&AG’s report, para 3.3 103 Qq 74, 78 104 Q 72; C&AG’s Report, para 3.5 105 C&AG’s report, para 3.5 106 IMM0004; IMM0006; IMM0010; IMM0019 107 Q 82 108 Qq 80-81 109 C&AG’s Report, para 11 24
Government Response Summary
The government disagrees with the implied recommendation, stating that it publishes customer satisfaction scores, aims to maximise them, uses KPIs to benchmark performance, and embeds customer insight and experience to drive continuous improvement.
Government Response
Rejected
HM Government
Rejected
6.1 The government disagrees with the Committee’s recommendation. 6.4 Home Office publish customer satisfaction scores and aim to maximise these. The KPIs benchmark performance to assess impact of continuous improvement activity. The department’s approach to service management embeds customer insight and customer experience to drive up overall scores as well as tackle pain points in the customer journey. The KPIs benchmark performance and assess the impact of continuous improvement activity.