Issue - meetings

The Cabinet considered a report on the proposed adoption of a new Customer Access Strategy to replace the existing Customer First Strategy. During the discussion of this item Members paid tribute to the improvements in the Council’s customer performance which had been achieved in particular at the Customer Service Centre but also within other areas of the Council.

RESOLVED:

(a)       that the significant improvement in the Council’s customer performance over the last three years, in particular at the Customer Service Centre be noted;

(b)       that it be noted that whilst process times are generally much improved, customer satisfaction and staff satisfaction remain too low;

(c)        that the proposed updated corporate customer standards be approved and that these be inserted into each service business plan and be published to customers later in the year;

(d)       that the recommendation contained in the Comprehensive Performance Assessment report that ”a culture of customer focus should be fully established at all levels within the Council” be noted;

(e)       that the Strategy’s priorities for the year ahead be approved, together with the detailed action plan to support the delivery of these priorities;

(f)         that the Strategy scorecard 2009/2010, including the proposed customer measures be approved and that the distance the Authority still requires to travel in order to become an excellent Council be recognised.