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

Alison Prendiville
Faculty of Design, LCC, University of the Arts London, London, UK

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

Linköping Electronic Conference Proceedings 59:13, s. 165-173

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Publicerad: 2012-09-19

ISBN: 978-91-7519-771-5

ISSN: 1650-3686 (tryckt), 1650-3740 (online)


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.


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