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Exploring how technology can support us in applying our professional judgement

Posted by: , Posted on: - Categories: Innovation
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Could artificial intelligence bring efficiency savings, freeing up valuable time to focus on what matters most – quality decision-making? Claire Hamar, Head of Innovation and Improvement at the Inspectorate, explains more about a new project to explore the potential of artificial intelligence

Virtual casework events: Planning for the future

Posted by: , Posted on: - Categories: Appeals, Applications, Digital, Examinations, Service improvement
Planning inquiry taking place in a council chamber

Rebecca Phillips writes about the future of casework events and reflects on what we’ve learned from the Covid-19 pandemic when our hearings and inquiries moved online. Rebecca leads the work to create a sustainable and robust ‘operating model’ for the future.

Improving our appeals service: Working wider

Posted by: , Posted on: - Categories: Appeals, Digital, Service improvement
Laptop showing appeals service web page

Stephen Read explains how we have developed the new Appeals service to look at the planning appeal journey and the work we are doing to link up with other projects in the wider planning sector. He also invites planning agents who make planning appeals on behalf of clients to help with our user research.

The path to better customer service starts with listening, understanding and acting on feedback

Posted by: , Posted on: - Categories: Appeals, Performance, Service improvement
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Dan Cawdron, Customer Insights Lead, presents the results of the recent Institute of Customer Service business benchmarking, and looks at what the results mean for the organisation, the action we are going to take and what’s next.