Becoming a customer focussed council is one of the key drivers of our customer service strategy. We want to maintain or improve levels of customer service but we’re also trying to do this at the same time as the Council is facing significant reductions to its budget. We still have over £800M to spend but if we are to improve customer satisfaction and become a top performing council we have to make sure that every penny we spend gives us value for money.
Improving customer satisfaction
Our approach to a more customer focussed delivery for the council is to have processes that are:
- more efficient
- reduce duplication and
- Avoidable contact.
If we can put in place these improvements customers can be satisfied they can:
- access services and reach the right person quickly and easily by phone, online or face to face
- enquiries are resolved as quickly as possible, by staff who take a pride in getting it right for the customer even if they’re not personally responsible for service delivery
- make it easy for customers who can, to use less expensive ways to contact us and
- we learn from customer experiences to continuously improve services for customers.
How will we achieve these improvements?
We’ve set up a three year Customer Management Programme to make sure we co-ordinate and target the projects that will contribute most to these improvements. It will also help us to join things up across the council, for example where customer improvements are linked to other changes in how we work, or when an improvement in one service could also be made in other services