We wanted to measure citizens’ satisfaction in a new way in order to get closer to our citizens. In the past, we have collected telephone numbers and called around and asked some questions
It is important that we measure the experience, but also that we do something about it. Do we provide the good service we think we do? We get insight into that now
When the public sector measures Image instead of loyalty, it is of course about the fact that if you are dissatisfied with the service you experience at a private company, you can relatively easily change supplier. But if you are dissatisfied with the service in your municipality, there is not much else to do but move
I have matured the project for two years, and when we started it, we had Anders on the field to reassure the employees that there was nothing dangerous about it
We provide a good service in Aarhus Municipality, and we solve our core task well. BIS has helped to confirm this. The simplicity of the solution that we are pioneering is in line with the Aarhus Compass and aimed at ‘Smaller system. More citizens ’. It strengthens our focus on what has value for citizens and society.