Content

11.1

The Executive Director of Neighbourhood
Services submitted a report providing a Customer Services (Contact
Centre) Improvement Plan update and to consider comments and
suggestions for further improvement.

 

 

11.2

RESOLVED UNANIMOUSLY: That
Strategy and Resources Policy Committee:-

 

 
(a) notes the content of the Customer Services
(Contact Centre) Improvement Plan update and the progress being
made in respect of ongoing improvement; and
 
(b) notes that a corporate customer services
strategy is in the process of being developed

 

 

11.3

Reasons for
Decision

 

 

11.3.1

Customer Services continually seeks to be
fully transparent about our performance and whether and how this is
improving. This paper provides the opportunity for Strategy and
Resources Policy Committee members to contribute their thoughts and
ideas as we work to develop further plans to ensure continuous
improvement of the service offered by the Customer Services Contact
Centre.

 

 

11.4

Alternatives
Considered and Rejected

 

 

11.4.1

Customer Services management are constantly
developing and testing alternative approaches in seeking to improve
our performance and the services we provide to our citizens. This
is exemplified by the recent Contact Centre Improvement Workshop
which will result in an action plan which highlights some potential
alternative approaches.