Decision details

Customer Access Strategy

Decision Maker: Strategy and Resources Committee

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: No


The council's strategy for improving customer service whether residents choose to access online, by phone or in person.


The Head of Customer Experience introduced the report. Members asked officers to explain the difference between citizen rather than service focus. Officers explained that this was about facilitating residents’ access to services based on their needs rather than being focused on the structures of the Council. Members discussed the difference in cost of face to face rather than online contact, and the need to support digital access to services. Officers advised that the library service and the voluntary sector would be important in supporting residents to access services digitally. Members also discussed email response rates and how the aim of responding within 10 working days would be achieved - Officers advised that in part this was about being open with residents on timescales of dealing with issues and communicating to residents about progress. 




1.    That the draft Customer Access Strategy attached as Appendix A, be approved.

Report author: Rebecca Peck

Publication date: 21/01/2019

Date of decision: 14/01/2019

Decided at meeting: 14/01/2019 - Strategy and Resources Committee

Accompanying Documents: