Summary
In 2021, the Local Government Management Agency (LGMA) was given responsibility for reporting on customer satisfaction, engagement, and attitudes by NOAC. The LGMA established a Research Advisory Group (RAG) comprising of representatives of the County and City Management Association (CCMA) to support the survey work. Following the establishment of the RAG, the Institute of Public Administration (IPA) was commissioned to carry out research to identify the key features that should be in place when setting up a system to capture information on customer engagement, satisfaction, and attitudes in a public sector context.
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