The London Borough of Sutton and the Royal Borough of Kingston upon Thames are working together to improve the customer experience to improve outcomes, reduce costs and meet the growing expectations of our residents. The Customer Access Strategy includes our vision for customer access, how we will organise to deliver it, the capabilities we need to get there, and the benefits and risks of doing so.
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.