Issue - meetings

To present the Customer Experience Strategy to Cabinet for approval.

Purpose of report

To commit to supporting the delivery of the customer charter, priorities, and approach to customer experience across all Council services.

Decision

Cabinet approve the Customer Experience Strategy 2025-2029 to complement the Council’s priority ‘’Effective Council’’.

Alternative options considered and rejected

The Council had the option of not refreshing the existing Customer Experience Strategy and continuing to operate without a strategic focus on the needs of customers. However, as one of the organisation’s priorities was to be an effective Council, this was not pursued.

Reasons for the decision

The Strategy was an overarching document for 2025-2029, developed by the Customer Service Management team, with the support of the Customer Experience Steering Group and engagement with customers and local stakeholders. It provided a framework, objectives and standards to further develop a consistent approach across Council services and aligned with the objectives within the Council’s Corporate Plan.

The Strategy demonstrated a clear commitment to shared objectives across teams to improving the service and engagement with the Council’s customers.

A steering group was established with representatives from across all Council departments to allow for a collaborative approach. The launch of the Strategy would coincide with National Customer Service Week.

Customer service was the responsibility of all staff. The Strategy itself would be scrutinised by the Rural & Communities Overview and Scrutiny Committee (OSC) every six months. A consultation on the Strategy had taken place.

Face to face engagement with members of the public had greatly improved, in part due to the new Customer Service Centre in Grantham. A personal service to customers would continue, in parallel with digital alternatives.