| AdminHistory | In 1989 the Scottish Office instigated the use of performance indicators as a way of maintaining and improving standards in Local Authority housing. The 1989 review led to Livingston Development Corporation developing a comprehensive set of indicators - based on the time it took to respond to customer enquiries, how long it took to inspect required repairs and so on. These indicators led, in turn, to the introduction of a customer care plan in 1992. |
| ScopeandContent | Papers concerning the introduction of performance indicators within the Housing Department of the Livingston Development Corporation and the development of a customer care plan, 1989-1994.
/1. Management Files: Performance Indicators, 10/10/1989 - 28/05/1993
/2. Work on performance standards, performance indicators leading to LDC Customer Care Plan, 1992.
/3. Work in preparation for customers satisfaction survey and repairs satisfaction cards , 1992.
/4 .Figures showing how the figures for the 1992/93 and 1993/94 customer care plan were produced, 01/04/1992 - 31/03/1994
/5. Customer Care Plan monthly monitoring reports, 1992-93
/6. Customer Care Plan monthly monitoring reports 1993-94
/7. Management Files: Royal Mail Leaflets Customer Care, 22/02/1994 - 31/03/1994
/8. Housing Services Customer Complaints Procedures Leaflet [1990s]
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