Customer Service Strategy

Any contact which could be avoided, does not need to be shifted to a more cost-effective channel. The team will work with the service area to:

• Eliminate process failure and unnecessary cost through business analysis, management information and customer feedback.
• Design processes that reduce the need for customers to contact the authority multiple times to complete one transaction.
• Where evidence exists within the council, we should avoid asking for customers to provide it again, when applying for a service. 
• Inform customers of what can be done electronically when they phone or visit us with a specific type of enquiry.
• Cleary state service standards with customers. Be proactive in explaining any delay and providing a new timescale.