14. Categorise and log customer contact consistently across all contact channels
15. How do we map the data? No consistency between categories! Categories are too broad Contact Centre calls (April) Contact Centre libraries stats Web top tasks (April)
27. Page level ratings Customer view CMS author view Web team view We send reports with comment to CMS authors
28. Socitm take-up survey “ Seems that once the library computer system shuts down after hours, then looking up the catalogue or renewing is only for the brave & persistent!!” “ I still don't know when to apply for school for my child.” “ I need to know if recycling centre takes microwaves - will ring” "It would like to be able to search for bus information by street name. It is difficult to find which buses go to which roads, important to find out re how to get to schools etc. "