Customer Service Strategy

Key Strategic Aims

To provide a consistent, uniform approach to customer service delivery, guided by our Customer Care Standard.

Design services so that digital becomes the channel of choice, and most customer enquiries and transactions can be handled through digital channels.

Key Outcomes

• We will analyse our processes so that it is simple and efficient for customers to complete transactions
• We will design our website content to ensure our digital information is accurate, accessible and up to date. 
• We will provide a single point of contact for a range of services, and, where possible, provide first-time resolution.
• We will serve more residents with the same resources, increasing efficiency through the use of digital platforms.