Issue - meetings

To consider a report by the Head of Customer Service seeking endorsement for the draft Customer Services Strategy 2013-18.

Approved contents of the Customer Services Strategy subject to amendments relating to the timeframe for publishing data, customer service rating and savings.  Requested 6 monthly progress report on strategy’s implementation.

By way of a report by the Head of Customer Services (a copy of which is appended in the Minute Book) the Cabinet were acquainted with the content of a draft Customer Services Strategy for 2013 – 2018, which had been produced as part of the Council’s commitment to deliver good quality customer services and value for money for the taxpayer. 

In introducing the report, the Executive Councillor for Customer Services explained that the existing Strategy had expired.  The new Strategy reflected the different economic and demographic circumstances facing the authority and would assist with the re-engagement of the “front” and “back” office.

In considering the contents of the Strategy, Executive Councillors queried the need to create a business case for the relocation of the call centre to Pathfinder House.  They also raised concerns over the timescale for the publication of customer service performance information.  Members expressed the view that performance data should be readily available and the dates within the action plan reviewed.  It was also suggested that the Council should be aspiring to provide a high level of service rather than achieving excellence.

Having expressed their thanks to staff for their efforts in producing the new Strategy and to the Working Party of the Overview and Scrutiny Panel (Economic Well-Being) for their involvement, the Cabinet

RESOLVED

that, subject to the inclusion of the suggested amendments referred to in the text  of the preamble hereto, the contents of the Customer Services Strategy be approved.