Our customer strategy

At the heart of our new customer strategy is to achieve outstanding customer service. Here’s how we intend to make meaningful changes:

1. Process enhancements: We'll centralise and streamline our customer service operations and business processes to improve our level of service to you. 
   
   
2. Automate, Eliminate and Rationalise: Say goodbye to repetitive data entry! Where appropriate you’ll enter your information once, and we’ll smartly reuse it across our systems, saving you time and hassle.
   
   
3. Shape Demand: We'll use data to identify valuable insights and trends to develop policies and improve our service delivery to better meet your needs.
   
   
4. Digital by Design: Our online services will be available 24/7, fully accessible, optimised for use on any device and simple to use. We want to ensure you can access our services anytime, anywhere.
    
5. Economies of scale: We'll combine similar tasks to work smarter, ensuring resources are used efficiently.
   
   
6. Data and Intelligence: We'll use performance and intelligence data to maximise our service delivery, this will inform our policies which will allow us to respond to emerging issues effectively.
   
   
7. Optimise our resources:  Our skilled and dedicated staff will be deployed in a way that will provide appropriate solutions that revolve around your, our valued customer.
   
   
8. Service Capacity and Demand: We'll equip our staff with the tools and training needed to meet and exceed your expectations. 

With our new Customer Strategy we'll:

• Achieve excellence in customer service.
  
  
• Put you, our customer at the heart of everything we do.
  
  
• Develop a unified approach across all our Council services.
  
  
• Support you through our digital channels.
  
  
• Ensure our services are accessible to all.
  
  
• Aim to get it right first time, every time
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• Use data and information intelligently.

• Contact us with ease and confidence.
  
  
• Find clear, accessible information effortlessly on our website.
  
  
• Have your enquiry resolved quickly, often at the first point of contact.
  
  
• Use mobile and online technology to find information quickly and carry out your request on the go and where help is needed know that this will be provided.
  
  
• Get face to face or telephone support where needed.
  
  
• Easily escalate issues easily should something go wrong.
  
  
• Expect departments to work together to share relevant information which will result in a better level of service to you.
  
  
• Act on requests from you first time.
  
  
• Leave you with a feeling of satisfaction about the service you have received.
  
  
• Complete transactions and service requests effortlessly, with speed and simplicity.
  
  
• Be treated with professionalism, fairness and respect and every interaction with us.
  
  
• Get timely communication from us to keep you informed.

• Please be polite and respectful to all our staff.
  
  
• Be patient whilst we transform our customer services and business processes.
  
  
• Provide us with appropriate feedback.
  
  
• Let us know when we get it wrong.
  
  
• Provide information promptly when requested so we can serve you better.
  
  
• Use our online and digital services where possible.
  
  
• Be open, honest and transparent about your needs so we can provide the best possible support and outcomes to you.
  
  
• Help us to help you.