Customer First programme - Annual Report 2023 to 2024
Introduction
The vision:
A Customer First culture is prioritised throughout the entire organisation and every employee values, owns and exemplifies this.
A great customer experience from first contact with the Council through to the delivery of service is a corporate priority. However, to deliver this we know that it needs to be more than words. This report sets out our progress over the last year against our ambition to be a ‘Customer First’ organisation.
We are here to make people’s lives better. That includes delivering the kind of customer service that we’d want for ourselves and our families and friends.
We know that behaviours matter. Even when things have gone wrong, providing the customer with a great experience can rebuild their trust and confidence in us.
The Customer First Initiatives have been delivered within the existing budget envelope and support existing savings plans. These initiatives aim to better manage customer demand in to the customer service centre, allowing for a future reduction in headcount. This strategic approach not only ensures cost-effective service delivery but also contributes significantly towards our existing savings plans.