Better Customer Experience
We aim to provide high quality services that are customer focused, efficient and accessible to everyone. We want to deliver outstanding experiences to every customer, be they a resident, visitor, colleague, elected member, or partner. Exceptional customer service is a commitment to those we serve. We aim to be a Council that places the customer at the heart of all we do so that we are a Council that: makes it easy to deal with us, keeps you informed, and gets it right.
The differences you will see:
High quality services informed by customer feedback
Every one of our employees has the same responsibility for putting the customer first, following the standards we have set and understanding what they need to do to make sure all our customers receive the same high-quality services.
We will:
- Make it easy for you to deal with us
- Keep you informed
- Get it right.
We will seek to continue to redesign our services to improve standards, make it easy to contact us, keep our residents informed and reduce wait times. We will also ensure that services are delivered consistently.
Through the feedback we receive via complaints, from our residents, and community engagement we will continue to improve customer experience.
Increase the number of services available digitally (links to connecting people to opportunities priority, under an economy that works for everyone outcome)
We want to make it easier for residents to contact us and make sure that those in need of support can quickly receive the help and advice they need. We will enable residents to access the services they need in the easiest way possible, by increasing the range of digital services designed to meet the needs of our customers and enhance the customer experience. Customers will be able to self-serve on a wider range of council services, including booking services, paying for services, and customer updates.
Easy to access services, regardless of the method customers choose to contact us
We understand that not every customer is the same and that one size does not fit all. As well as increasing services available to customers online and the range of digital tools available to interact with the Council, customers will have the ability to chat to customer services via the telephone or book an appointment to meet in person. Assisted access will also be offered to customers who require our support and the services we provide to our most vulnerable residents will be enhanced, particularly face-to-face.
