Customer Thermometer

Wednesday, 06 March 2019 14:40 Written by 
  • Location(s): Democratic Republic of the Congo
  • Type(s): Solution
  • Theme(s): Inclusive and sustainable growth, Innovation, Public Services, Sustainable Development, Technology, Transport
  • SDG(s): 9. Industry, Innovation and Infrastructure, 17. Partnerships for the Goals
  • Locations in Africa: Democratic Republic of the Congo
  • Types in Africa: Solution
  • Themes in Africa: Inclusive and sustainable growth, Innovation, Social Services, Sustainable Development, Technology
  • SDGs in Africa: 17. Partnerships for the Goals
  • Types of ComSec Solutions: Solution

Summary

This project aims to improve relations between the UNDP and its customers (UN agencies, staff, etc), by creating a real-time user-experience feedback tool. The country office’s various departments (ICT, senior management, etc) will work together and engage with users for quality control.

Challenge

Current organisational cultural evaluation mechanisms are ineffective:

  • Frequency of collection, which takes place several months after delivery of service
  • Questions are often generic, not targeting the service immediately rendered
  • Lag between the proposed solutions and the problem identified
  • Low response rate

This can affect mobilization of resources, image, transparency, efficiency, as well as quality of services rendered can also be affected.

Solution

The project proposes the ‘Customer Thermometer’ to streamline feedback process in real-time and introduce a star-rating system integrated into the email. In a single click, within an email, customers can provide feedback on their user experience. 

The tool will be fully integrated and compatible with the currently used tool (Outlook) with graphical and user-friendly interfaces, powerful analytics and alerts platform to track real time feedback. This first line survey will help to better orient and fine-tune annual satisfactory survey​.

Expected results (financial and technical):

  1. Improve organizational culture ​
  2. Improve operational efficiency 
  3. Reinforce accountability and transparency toward customers ​
  4. Provide alternative to currently-used traditional survey
  5. Simplified and user-friendly feedback loops 

The project will engage with technical experts (Email Service HQ and ICT team) for system configuration and local support and training. Customers (UN agencies, staff, etc) will be engaged with for quality control.

In the second phase of the project, Senior Management and the Regional Innovation Advisor will conduct awareness raising and dialogues with other African countries.

Provider Country: UNDP DRC

Beneficiary Country: DRC

Supported by: UNDP DRC

Implementing Agency: UNDP DRC

Project Status: On-going

Project Period: Jul 01, 2018 - Jun 30, 2019

Contact Person: Bourema Younoussa, Deputy Country Director Operations, UNDP DRC, This email address is being protected from spambots. You need JavaScript enabled to view it.

Gaston Osango, Operations Specialist, UNDP DRC, This email address is being protected from spambots. You need JavaScript enabled to view it.

Amadou SOW, Operations Specialist, UNDP DRC, This email address is being protected from spambots. You need JavaScript enabled to view it. 

Read 1292 times Last modified on Monday, 11 March 2019 07:15
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