Issue - meetings

As detailed in the recommendation.

Councillor Mullin introduced the Customer Service Strategy report which was a replacement for the Customer Services Strategy 2010-2013.

            The strategy was structured around the following three workstreams:

1.    Face to face

2.    Telephone

3.    Digital

Each workstream listed high level outcomes to be achieved by the end of the strategy that would be supported by an annual action plan providing more details and precise timescales.  The strategy was closely aligned with the Digital Strategy and shared a Digital Customer workstream.

The Council’s future service delivery was focussed on simplifying the way customers accessed services, understanding their journey with the Council, giving customers control over the services they used, and listening to and responding to feedback.  Services which could be delivered digitally would be developed, allowing expensive resources to be focussed on those services which could not be delivered digitally to support the most vulnerable customers.

The Chief Executive explained that the report had been considered at the recent Corporate Resources Overview and Scrutiny Committee and a commitment had been given on improving response times to customer enquiries.  

RESOLVED:

That the Customer Service Strategy be adopted.