Case Study: Nottingham City Council achieves automated citizen feedback routing and consolidated performance monitoring with Pentana Risk

Integrating Pentana Performance’s Inform module with the Council’s Corporate website

Nottingham City Council needed a better way to monitor performance and citizen feedback as part of its Citizen First transformation and a manifesto pledge to boost satisfaction. At the time feedback was routed manually from a central inbox, causing delays, inconsistent handling and poor data for service improvement, so the Council sought an automated solution that could link feedback with its wider performance management framework.

The Council worked with Pentana Risk to integrate its Inform module with a new public web form and intranet reporting, customizing fields, workflows and dashboards to match local processes. The joint build went live internally on 19 July 2012 and publicly in early August (six months after contract), and by the end of September had processed ~800 items (60% complaints, 40% compliments), improved routing and response times, captured frontline resolutions (about 80% closed by staff) and provided better data for ongoing service improvement and future integration with business plans.

Nottingham City Council

Ray Hennessy

Citizen First Programme Manager, Nottingham City Council