Issue - meetings

To receive and consider the report of the Director of Customer and Digital.

To approve the Customer Access Charter including:

a)    Customer access standards

b)    Feedback policy

c)    Improvements to general online contact and customer processes

d)    Uniforms

e)    Performance measures

Councillor Adrian Lowe, Executive Member (Customer, Streetscene and Environment) presented the report of the Director of Customer and Digital which provides an overview of the proposed Customer Access Charter and Feedback Policy; including the principles and standards for customer access across the organisation.

Members considered the contents of the report which include customer services principles, customer care standards, improvements to current customer access, proposed uniforms, proposed changes to processes to ensure that customers can access specialist services at the first point of contact, and a refreshed Feedback Policy.

Members noted the local indicator targets and the service standards as well as the proposed actions to be delivered in order to develop and implement aligned processes across the service. Members welcomed the report and supported the proposals.

Decision:

To approve the Customer Access Charter including:

a)    Customer access standards

b)   Feedback policy

c)    Improvements to general online contact and customer processes

d)   Uniforms

e)    Performance measures

Reasons for recommendations

To ensure that we continue to deliver an excellent standard of customer care in line with the model agreed by both councils as part of the shared Customer Services.

Other options considered and rejected

To not approve the proposed Charter and associated recommendations. This option is not recommended as it would prevent the delivery of a clear customer services approach across the shared service and wider organisation.