NTT DATA UK Limited

Citizen Satisfaction

Measuring citizen satisfaction and understanding the reasons behind the score is critical when managing the overall relationship and experience. NTT DATA helps public sector organisations to define which metrics to use to measure satisfaction, improve data collection for feedback and produce real-time scores from customer feedback tools.

Features

  • Builds an understanding of citizen satisfaction
  • Sets the standards for engagement targets and expectations
  • Define metrics to measure citizen satisfaction (C-SAT, NPS, CES)
  • Define strategy to survey citizen satisfaction (business rules, journeys, touchpoints)
  • Provide tools to survey satisfaction in citizens (e.g. Qualtrics)
  • Optimise response rate to satisfaction surveys
  • Implement analytics to break down/ segment data around citizen satisfaction

Benefits

  • Consistency in measuring satisfaction and impacts of changes
  • Clear understanding of citizen satisfaction across the user base
  • Understanding of the “broken” journeys and touchpoints that generate dissatisfaction
  • Identify moments of delight for citizens
  • Priorities for improvements to citizen experience

Pricing

£350 to £1,950 a person a day

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Nttdatauk.requirements@nttdata.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

9 6 4 7 0 9 1 7 8 5 1 7 7 3 1

Contact

NTT DATA UK Limited Tom Watson
Telephone: +44 (0)20 7220 9200
Email: Nttdatauk.requirements@nttdata.com

Planning

Planning service
Yes
How the planning service works
Define priorities
Review data
Undertake segmental analysis
Consult with stakeholders (citizens)
Collate feedback from processes
Present feedback
Planning service works with specific services
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
  • Other
Other security services
  • Security Advisory
  • Security Compliance
Certified security testers
Yes
Security testing certifications
  • CHECK
  • CREST
  • Tigerscheme
  • Cyber Scheme
  • Other
Other security testing certifications
OSCP

Ongoing support

Ongoing support service
No

Service scope

Service constraints
Any constraints will be highlighted as the service is developed further with the client

User support

Email or online ticketing support
Email or online ticketing
Support response times
The speed of response will depend on how the services are being provided, including whether the delivery team is working at your premises or remotely, and whether the team or consultants are assigned on a full-time or part-time basis. We will agree with you how support should be provided to meet your organisation’s needs and the needs of service delivery.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
N/A

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Pricing

Price
£350 to £1,950 a person a day
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Nttdatauk.requirements@nttdata.com. Tell them what format you need. It will help if you say what assistive technology you use.