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States Works hopes to improve customer satisfaction

States Works hopes to improve customer satisfaction

Wednesday 18 November 2020

States Works hopes to improve customer satisfaction


States Works has made a commitment to improving efficiency and ensuring better value for money in its new long-term business plan.

The plan follows the independent benchmarking and efficiency review which was published earlier this year.

While it concluded that there were clear benefits to continuing all current operations, it also highlighted opportunities to improve services, increase efficiency and deliver greater value for money, which have been incorporated key priorities for the next five years.

“The opportunities for improvement highlighted by the review are addressed in the new Business Plan,” said General Manager Paul Lickley. 

“This will now help to establish a future operating model for States Works, which continues to harness the strengths and advantages of public ownership, but with a commercial, customer-focused approach.

states_works.jpeg

Pictured: States Works aim to improve value for money through its new business plan.

“That will ensure we continue to deliver services that are in the best long-term interests of the island.”

Some of the core objectives of the plan include a greater resilience for the island through improvements to emergency response resources, and an out-of-hours call out service for incidents such as natural disasters that impact Guernsey’s infrastructure. 

A review of current provisions will be carried out to ensure the appropriate staffing arrangements and the required skills are maintained. The review will also look at funding arrangements, particularly opportunities to work with third parties to improve overall delivery.

States Works also aims to improve customer satisfaction by gathering data to measure performance, and ensure that service level agreements are aligned with the client’s core requirements. They aim to make better use of IT provisions to fulfil this.

The Business Plan also hopes to directly support islanders by building on the current work placement and apprenticeship programmes, helping people improve their employment opportunities and skillsets.

Environmental sustainability has also been addressed. States Works will be severely reducing the use of herbicides and pesticides, minimising waste, and exploring ‘green’ equipment and vehicles with lower carbon footprints. Earlier this year, they announced plans to stop using the potentially harmful herbicide glyphosate. Click HERE to read more.

Pictured top: Paul Lickley, General Manager for States' Works.

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