Our customer experience strategy
Our vision is to harness people, process and technology to create an outstanding experience across all channels that is recognised and valued by our customers.
Customer experience refers not just to the services the Council provides but also how customers are treated when they are trying to access those services. As a public service provider, it is important that customers can trust the Council to design services which respond to their needs and the needs of the local area and that these are delivered in a way which provides value for their money.
Digital customer service is not just about technology, it’s about having practices and processes which are simple and work. It is about having the appropriate technology which meets the needs of both internal and external users, supports business processes, and is secure, flexible and simple to use, and having the right organisational culture in place which supports and encourages staff to optimise the use of digital to meet the needs of customers.
Today’s customers expect customer service that is high quality, available 24 hours a day, 7 days a week and in the channel most convenient to them. In a world where the answer to nearly anything and the ability to buy nearly anything is just a click or tap away, customer patience is an extremely limited resource. Customer service demands have therefore evolved with a move away from phone to other digital (self-service) methods, with an expectation of personalisation, self-service and interconnected channels.