To approve the draft Customer Services strategy approach, theme and principles for customer Services and associated recommendations/action plan.

Councillor Huelin introduced the report explaining that customer expectations were rising, the local population was growing and changing, and in response, the council was increasingly required to strengthen its customer focus and build integrated service delivery models.

She continued by stating the Customer Services Strategy sets out where the Council wanted to be and how it would get there. It was intended to provide a strategic overview that would lead the direction of travel through service plans and other council procedures.

The Portfolio Holder for Performance and Central Services further commented that the Council’s contact centre did an excellent job and were working closely to assist residents self-serve.

Councillor Hebb remarked that many services were to undergo a review to observe where resources were required to ensure that the best service was given to local residents as they were the council’s customers.

RESOLVED that Cabinet:

1.         Approve the Customer Services Strategy document at Appendix 1.

2.         Approve the proposals as demonstrated in the Pen Portrait examples (Appendix 2) for dealing with customer enquiries

Reason for Decision - as stated in the report

This decision is subject to call-in