Article | Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009 | and#8217;Love Lewishamand#8217;; improving stakeholder satisfaction in local government service: A case study

Title:
and#8217;Love Lewishamand#8217;; improving stakeholder satisfaction in local government service: A case study
Author:
Alison Prendiville: Faculty of Design, LCC, University of the Arts London, London, UK
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Year:
2009
Conference:
Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009
Issue:
059
Article no.:
013
Pages:
165-173
No. of pages:
9
Publication type:
Abstract and Fulltext
Published:
2012-09-19
ISBN:
978-91-7519-771-5
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


This paper will present a case study on how the London Borough of Lewisham is creating ’pull’ services using technology to address specific community problems relating to the local environment by opening up new communications channels between residents; council staff and other local government stakeholders. The focus will initially centre on how the service design has been effective strategically; impacting internally on the organisational culture within Lewisham’s Environment Office and; at the same time; involving residents in the service provision thus providing a feedback mechanism and voice of local residents. The paper will then explore the specific nature of ’Love Lewisham’ through service marketing literature and discuss how the environment office has enhanced its relationship with the community through this service touch point.

Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009

Author:
Alison Prendiville
Title:
and#8217;Love Lewishamand#8217;; improving stakeholder satisfaction in local government service: A case study
References:
No references available

Conference Proceedings ServDes.2009; DeThinking Service; ReThinking Design; Oslo Norway 24-26 November 2009

Author:
Alison Prendiville
Title:
and#8217;Love Lewishamand#8217;; improving stakeholder satisfaction in local government service: A case study
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