Customer First programme - Annual Report 2025

Buckinghamshire is home to a diverse population of 550,000 residents, each with unique communication needs. To address these effectively, we aim to design customer journeys that cater to different groups:

• For digitally proficient individuals, we create intuitive processes guiding them to the most suitable contact channel.
• For those uncertain about digital platforms, we provide telephone services to help them become proficient with our digital offerings.
• For residents unable to use digital tools or struggle on the phone, our Library Council Access Points and Council Access Point+ sites offer face-to-face support.

Creativity remained a central theme for us in 2025. Following the launch of Buckinghamshire Council’s ‘Year of Creativity’ in 2024, we continued to put creative thinking at the core of everything we do, helping us innovate, improve services, and tackle challenges head-on. Our goal has been to do more with less by exploring new ways of working, solving problems differently, and designing programmes with fresh thinking from the start. Through continuous learning and improvement, we’re building a culture where creativity drives better outcomes for our communities.

This year we have focused on making complex information on our website easier to understand, stream-lining our online forms and improving those and our next milestone is to introduce AI into our online chat platform and telephony routing system, enabling customers to get their query resolved fast at the first point of contact 24/7.