Issue - meetings

This report sets out the draft Corporate Customer Strategy for shaping by Members. 

RESOLVED: (i)         That the revised Corporate Customer Complaints and Feedback Policy be approved.

                        (ii)        that the draft Corporate Customer Strategy be used to consult and engage customers, in accordance with the plan set out in paragraph 16 of the report.

                        (iii)       That the working up of the delivery plan, as set out in Section 8 of the draft Strategy, be approved.

REASON:      To enable the new Policy to be implemented and to allow the draft Strategy to go forward for consultation with customers.

(iv)                   That a report proposing a final version of the Strategy be brought back to the Executive in December 2008.

(v) That an update report be brought to the Executive in December 2008 or earlier, with specific attention to be given by Officers to the reporting of faults on street level services by Members and the public.

REASON:      To enable Members to approve the final Strategy and to monitor progress on the reporting of faults.  

Members considered a report which sought their views on a draft Corporate Customer Strategy for 2008-2013, setting out a ‘vision’ for the delivery of efficient, customer-focused services by the Council.  The report also sought approval for a revised Customer Complaints and Feedback Policy.

Copies of the draft Strategy and revised Policy were annexed to the report.  The Strategy was intended to revise and replace the former Customer Access Strategy, reflecting the development of the customer service agenda within local government and building upon the work of the easy@york project.  The revised Policy would replace the current Complaints Policy, which was outdated and did not reflect the importance of using customer feedback to help shape future service delivery.  It was intended to consult upon the draft Strategy with a range of customer groups before bringing the final version to Members for approval in December 2008.

It was reported at the meeting that the easy@york project had been selected for the final stage of the IT Excellence awards.  Members congratulated Officers and staff involved in the project for this and for the advances made over a relatively short period of time in delivering electronic access to services.  It was noted that work was being undertaken to make the Council’s website more customer friendly in terms of reporting street level problems and that Members would like to see the results of revisions to the reporting process.

Having noted the comments of the Shadow Executive on this item, it was

RESOLVED: (i)         That the revised Corporate Customer Complaints and Feedback Policy be approved.

                        (ii)        That the draft Corporate Customer Strategy be used to consult and engage customers, in accordance with the plan set out in paragraph 16 of the report.¹

                        (iii)       That the working up of the delivery plan, as set out in Section 8 of the draft Strategy, be approved.²

REASON:      To enable the new Policy to be implemented and to allow the draft Strategy to go forward for consultation with customers.

                        (iv)       That a report proposing a final version of the Strategy be brought back to the Executive in December 2008.³

(v) That an update report be brought to the Executive in December 2008 or earlier, with specific attention to be given by Officers to the reporting of faults on street level services by Members and the public.⁴

REASON:      To enable Members to approve the final Strategy and to monitor progress on the reporting of faults.