Customer Service Excellence logoOur customer access strategy is all about putting customers at the heart of what we do. We’re committed to providing excellent services which our customers can access when and how and they need to.

Our ‘Customer First’ programme focuses on the needs of individual customers by providing efficient and easy to access ‘joined up’ services.  It’s all about improving access to services for customers, as well as improving your experience.

We aim to achieve this by creating more consistent and efficient processes, or new ways of working, which support our agreed set of corporate Customer Service Principles:

Put the customer first

  • Understanding our customers’ needs and designing services to meet them.
  • Offering joined up services across the Council and other partner organisations.
  • Being clear with customers about what we can and cannot deliver.

Easy access to services - right time, right place

  • Understanding how our customers want to access our services.
  • Increasing self-serve online capability where appropriate.
  • Telling customers the best, most efficient way to contact us about something.
  • Providing consistent responses regardless of how customers access our services.

Do it once, do it right

  • Having the right staff with the right skills, in the right place, doing the right work.
  • Listening to our customers and using feedback proactively to make improvements.

Ensure efficiency and effectiveness

  • Reviewing internal processes to reduce costs, while maintaining or improving the customer experience.
  • Standardising our infrastructure, technology and business processes wherever possible.
  • Sharing data, information and learning across the organisation.
  • Promoting a culture of continuous improvement, creativity and innovation.

Move from being a reactive to preventative organisation

  • Being more proactive and preventing or minimising the risk of problems arising in the first place.
  • Focussing our support and services where the greatest benefit will result and we can add the most value.

Work with others as one public service

  • More efficient partnership working to support the most vulnerable.
  • A better understanding of our population through sharing and pooling our resources. 
  • Empowering the local communities to do more for themselves.

Become a digital Council

  • Exploit technology to the full and actively promote all new developments.
  • Increase self-service options for those people who can and want to access these.
  • Develop more fully automated web forms and apps, so that staff can spend more time offering specialist advice to those most in need.