Customer Strategy 2023 to 2028 (Plain Text Version)
Strategy Overview
Strategy Outcome A culture that prioritises the customer | Strategy Outcome Services are designed to meet customer needs | Strategy Outcome Enhancing our digital offer | Strategy Outcome Improving the customer experience | |
|---|---|---|---|---|
| Description | The council puts the customer at the centre of decision-making. We design services with the customer in mind and develop the culture and conditions to support our staff to deliver positive outcomes for our customers. | The council will examine the value and experience of key council services from the perspective of the customer. | The council will expand digital innovation in our service provision and ways of working. This will help make sure our services are more sustainable and accessible. | This outcome sets out the steps towards creating a more sustainable and effective relationship with our customers, one that is based on accountability, engagement and builds trust. |
| Challenge | The council is a large and complex organisation, with a diverse range of customers. | The design and review of services can require time and investment and the active involvement of service users in order to make sure it is effective. It is important that the council targets review activity to focus on the highest impact areas (for customers) across the council. | It is important that the council invests in proven technologies and maintains a strong focus on customer experience through the introduction and implementation of new technology. | We have a broad customer base with different engagement preferences. Significant skilled resource is required to collect the vast experiential data we need to cover the main service areas, and then analyse, prioritise and utilise that data effectively. |
| Opportunity | There are opportunities to improve our connection and develop a mutual understanding between the council and customers of our priorities. | Council services explore opportunities to increase the value delivered to customers. This will include updating service design in line with changing customer needs and identifying efficiencies or removing steps that do not add value. | Digital services can increase flexibility, choice and convenience for customers. It can also reduce costs and increase staff productivity. | The council will continue to review the quality and efficiency of our services, working with service users to find new ways to improve our services and the customer experience. |
| Action | The council is committed to building a strong and caring culture that puts the customer at the heart of everything we do. | The council continues to review services to ensure that they meet customer needs. | The council will explore opportunities to adopt new technologies that will enhance the quality of services and increase efficiency and accessibility. | The council will review our approach to consultation and engagement, looking for new ways to increase our reach in the community and increase the quality and depth of data that we collect from our customers. We will also improve our use of data. |
| Measures | Customer satisfaction with quality of services and staff attitude and professionalism | Resolution timescales for customer enquiries and customer satisfaction with enquiry handling | Increasing our digital services and self-service options | Customer satisfaction with experience |
