Decision Maker: Corporate Finance and Performance Overview and Scrutiny Committee

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: No

Date of Decision: March 11, 2025

Purpose:

Content: It was moved by Councillor Keeling, seconded by Councillor Barnes, and   RESOLVED TO RECOMMEND TO THE PORTFOLIO HOLDER FOR CUSTOMERS:   1.  That the new Customer Philosophy 2025 – 2029 should maintain a focus on the current 6 principles of being Reliable, Trustworthy, Caring, Accessible, Community Focused and Easy to engage with. 2.  That the new Customer Philosophy 2025 – 2029 includes a principle that services are designed as Digital by Default and are Accessible to All. 3.  That the new Customer Philosophy 2025 – 2029 includes a clear model of what customer service the Council will offer in face-to-face locations including libraries and hubs, and that this is consistent regardless of geographical location in Cornwall. 4.  That the new Customer Philosophy 2025 – 2029 includes the ongoing work to form a ‘Single view of the Customer’ and ‘Single Front Door’ for customers accessing Council services. 5.  That the new Customer Philosophy 2025-2029 is annually reviewed by the Corporate Finance and Performance Overview & Scrutiny Committee as part of its work programme, with the first review taking place in 2026/27 following adoption of the new Philosophy at the start of the new administration following the elections. 6.  That the work of the Council’s Digital Inclusion team continues as part of a refreshed multi organisation Digital Inclusion Strategy that is developed for the new administration and Cornwall & Isles of Scilly Leadership Board. 7.  That as part of the Council’s future budget, subject to overriding budget constraints, there needs to be continued investment in digital to keep pace with technology advances and customer expectations, ensuring that the Council is responding to its customers in the most efficient way. 8.  That a representative customer/residents panel be established to help inform service design and improvements as part of delivering the new Customer Philosophy. 9.  That the intention for all customer advisors to be trained in customer care is supported and consideration is given to engaging all Members on the different aspects of the Council’s customer services as part of induction or ongoing briefings. 10.That the Council’s Casework Assist system continues to be promoted for use by all Members, Town/Parish Clerks and MP Offices across Cornwall.