Service Quality Control Department

The Service Quality Control Department implements the service vision of the Lod Municipality. The Department is responsible for implementing customer-focused service standards and operating a control and measurement system to evaluate service quality. The Department's role is to assist the various municipal units in improving their services and responses to residents, as well as leading internal processes and interdepartmental interfaces in order to close service loops in the most professional and effective manner possible.

Description of the Unit's Activities:

• Monitoring quality of service and satisfaction of the residents
   
• Promoting learning processes and continual improvement
   
• Implementing technological tools that assist in measuring the Municipality's service perception
   
• Producing service control reports and analyzing them
   
• Monitoring issues for improvement and implementing them in the various departments of the Municipality
   
• Accompanying and implementing service processes in the various Departments
   
• Quantitative and sample monitoring of the handling of inquiries and their closure according to defined standard times
   
• “Mystery shopper” and resident satisfaction surveys