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Which differ from those pre Covid?

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•      for you personally?

•      for your team?

•      collaboration with other teams?

•      technology?

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•      for you personally?

•      for your team?

•      collaboration with other teams?

•      technology?

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What methods of communication are used?

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Internal and external

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From your experience of the service

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To those accessing the service

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The positive and negative

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We need to work out how we gather meaningful data from Customers

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We need to work out how we gather meaningful data from Customers

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accessed more rural locations on ship in london southampton virtual meetings working well

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accessed more rural locations on ship in london southampton virtual meetings working well

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two ways of surveys, inspections admin would attach survey with survey and customer respond back

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two ways of surveys, inspections admin would attach survey with survey and customer respond back

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service request provided with name and address so had to do physical letter wrote it and sent to business support to send out

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service request provided with name and address so had to do physical letter wrote it and sent to business support to send out

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Food hygiene rating scheme form and sticker

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Food hygiene rating scheme form and sticker

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Improve response to incoming calls - i.e diverted if not answered, personalised answer messages etc

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Improve response to incoming calls - i.e diverted if not answered, personalised answer messages etc

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Legal documentation - notices written on site or at office and served

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Legal documentation - notices written on site or at office and served

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use the data / feedback we get from customers to create action plan

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use the data / feedback we get from customers to create action plan

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lots of work been done on streamlining to remove paper but some are still mandatory because not digitised does cause problems highlighted by covid

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lots of work been done on streamlining to remove paper but some are still mandatory because not digitised does cause problems highlighted by covid

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Legal document could be served electronically 

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Legal document could be served electronically 

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printing is still required for some processes

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printing is still required for some processes

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Now on paper as a national system

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don't go in to office I print letter / certificates at home

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don't go in to office I print letter / certificates at home

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we are customer focussed! we try and solve their problems

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we are customer focussed! we try and solve their problems

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Reliance on scanning and printing is a limitation 

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Reliance on scanning and printing is a limitation 

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have potential food business people be aware of registration requirements

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have potential food business people be aware of registration requirements

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held seminars pre covid capturing wider audiences to save having to repeat things

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held seminars pre covid capturing wider audiences to save having to repeat things

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email from FSA they get back already sign posts to starting a food business provided with the right info at that point in the process

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email from FSA they get back already sign posts to starting a food business provided with the right info at that point in the process

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its the pre registration stage where we need to fend off enquiries and make information more readily available - baby food from their kitchen NO!

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its the pre registration stage where we need to fend off enquiries and make information more readily available - baby food from their kitchen NO!

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undertake a review of Service request to see what can be grouped

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undertake a review of Service request to see what can be grouped

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Positive - Teams meetings with customers in different locations

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Positive - Teams meetings with customers in different locations

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Negative - less presence on the 'patch' so losing touch with closed/new businesses

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Negative - less presence on the 'patch' so losing touch with closed/new businesses

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Negative - needing to go t o office for printing certificates

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Negative - needing to go t o office for printing certificates

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Microsoft teams but knowledge is restrictive

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Microsoft teams but knowledge is restrictive

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continuing to work predominantly from home

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continuing to work predominantly from home

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work place charter to agree how we work in the future

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work place charter to agree how we work in the future

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Better sharing of information across departments

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Better sharing of information across departments

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Use of 'action cards' to direct customer services

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Use of 'action cards' to direct customer services

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one team collaboration is good but could be better

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one team collaboration is good but could be better

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difficult to access information on DES Mark's annual leave and basic tasks in DES - Tamsin