Customer First programme - Annual Report 2023 to 2024

Buckinghamshire is home to a diverse population of 550,000 residents, each with unique needs and preferences in terms of communication. To ensure we address these needs effectively, our goal is to design customer journeys that cater to different groups:

• for digitally proficient individuals, we aim to create processes that intuitively guide them to the most suitable channel of contact
• for those who are nervous or uncertain about digital platforms, we strive to provide a telephone service that assists them to become proficient with our digital offerings
• for residents who are unable to use our digital tools, our future focus is on telephone calls or arranging bookable meetings to offer expert guidance at our Library Council Access Points and Council Access Point+ sites at our council offices, or through online meetings

In 2024, Buckinghamshire Council launched the 'Year of Creativity', advocating for creativity at the heart of our work to innovate, enhance services, and find creative solutions to problems.

The focus is on doing 'more with less' in a challenging environment, experimenting with new ways of working, tackling complex problems, increasing productivity through continuous improvement and learning, and designing programmes differently from the start.

A great example of this creative, customer-focused approach is in the Taxi Licensing Team. Customers participated in workshops to improve communication and service delivery, leading to:

• Improved relationships and communication between Officers and Operators, allowing quick and efficient issue resolution.
• Reduced complaints through targeted training and communication.
• Enhanced Operator Compliance during inspections.
• Fewer referrals to Enforcement Officers.