Excellent service is not just about being efficient or effective, you must also pay attention to the consumers’ engagement and experience with your organization. And how do you measure and benchmark your service delivery? What do you do when you discover you are not hitting the mark? In this webinar, Paul Duck, OPEN MINDS Senior Associate, presents a framework for best practices in establishing service standards in both virtual and in-person milieus. Learn how to get adoption of service standards, develop key performance measures, and monitor for sustained outcomes. Get tips for selecting survey vendors and preventing survey fatigue. Leave knowing how to: Establish service standards in your organization; Implement a framework to evaluate service delivery through surveys and other methods; and Apply quality improvement principles to service delivery when not meeting industry or internal performance benchmarks.
The Coalition for Behavioral Health's Business Recovery Initiative is funded by the NYC COVID-19 Response and Impact Fund in The New York Community Trust, a multi-funder collaborative.
consumer experience, consumer engagement, consumer performance, service delivery, virtual services