In a world first, our consultants developed Victoria Police’s Customer Service Strategy and led the team that developed a comprehensive model for managing police performance.
When the Victoria Police Force asked Gary Garner and Ian Gatenby to develop and implement a Customer Service Strategy, no-one had cracked the complex matrix of interactions that occur in a modern police force, the differences that occur between dealing with criminal suspects, regulatory clients, and the huge and complex issues around victim support. The differences between direct and indirect customer interactions. For the first time, our solutions enabled Police to measure customer service performance and indeed, in a follow-on assignment, how to measure and manage overall police performance.
