Decision details

Members questioned and commented on the following points:

• Page 22 under final heading ‘Designed for you’ to read “We will engage with our customers”
• Requested confirmation that there would be feedback to consultees post consultation;
• Questioned necessity and use of information collected on the Equalities and Diversity form;
• Explanation requested of Customer Insight No. 1. Customer Identification ‘We have an in-depth understanding of the characteristics of our current and potential customer groups based on recent and reliable information’;
• The inclusion of a question ‘Was the complaint dealt with to your satisfaction?’ in the Monitoring the Customer Feedback Procedure in Appendix 2 of the report, page 57;
• Questioned any risk to the Strategies success with the Council HQ delays?

One Member expressed concern at the language used in the Strategy and stated that he felt by reshaping the vision that this could lead to a deterioration in and an impersonal customer service. He also suggested that a shortened version of the Strategy would he felt be more appropriate for consultation.

Advice of the Advisory Panel

That the Executive Member be advised to note the above points on the Draft Customer Strategy and the outline consultation plan.

Decision of the Executive Member

RESOLVED: That the advice of the Advisory Panel be accepted and endorsed.

REASON:      To ensure that Members views are incorporated into the Corporate Customer Strategy.