Customer First programme - Annual Report 2025
Our 2026 focus
Complete video guide pilot & evaluate success before wider rollout.
Go live with the new enhanced buckinghamshire.gov.uk homepage.
Expand Customer Relationship Management (CRM) platform capability across the organisation to support better customer journeys, improved data capture, and greater process automation.
Go live with AI chat on both web and voice channels, enabling scalable, AI‑driven self‑service and reducing pressure on frontline teams and enhancing customer experience.
Continue to drive down avoidable customer contact through service improvement, process redesign, and robust use of customer data, insights and demand analysis.
Consider our contact channel platforms and how we can improve the customer experience while reducing contact pressures on the council. Implement What’s App as a communication channel for example.
Migration to one corporate Data Platform.
Implement CRM platform as back end case management, phasing out shared mailboxes to provide full visibility, audit trails, performance reporting and improved customer outcomes.
Continue centralising web content activity within the Corporate Web Team to improve governance, consistency, accessibility, and content quality.
Continue to work with and grow the Customer Partnership Panel to gather customer insights.