Document Customer First Strategy

Members highlighted that residents were often frustrated when navigating the services offered by district and borough councils, and the county council.  It was confirmed that the effectiveness of the Council’s signposting was regularly reviewed, with the intention of improving it where persistent issues were identified.

The operation of the proposed live chat feature for the website was discussed.  The service would operate with a combination of automated responses and customer service adviser input, depending on the subject matter and whether queries were received during business hours.

The Committee was reassured that the ability for residents, particularly those who were not comfortable with online engagement, to make ‘in person’ or telephone enquiries, would remain.  A number of departments also operated services within the community, or undertook home visits, where these were appropriate.

It was confirmed that the previously proposed ‘citizens’ panel’ was the subject of a separate piece of work which would be brought to the Community Services Committee in due course.

It was resolved that the Customer First Strategy and associated action plan be agreed.