Case Study London Borough of Richmond Upon Thames The Client The London Borough of Richmond upon Thames is situated in South West London, England, Its vision is for Richmond to be the best and one of the safest boroughs in London, one identified by its green character, historic buildings, high quality appearance, vibrant high streets and outstanding schools and services. A place where businesses can thrive and citizens can help change neighbourhoods for the better, including supporting the most vulnerable of residents. Macfarlane and Richmond Since the opening of the Richmond Council customer service centre, the Council has focused heavily on service quality improvement. It introduced a number of new customer ‘touch points’ (including a telephone contact

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