Issue - meetings

This report seeks Members’ views on a draft Corporate Customer Strategy, which sets out a proposed ‘Vision’ for the future delivery of efficient, customer focused services.

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.

Members considered a report which presented the draft Corporate Customer Strategy, setting out a proposed ‘vision’ for the future delivery of efficient, customer focused services.

The draft Strategy was attached as Annex A to the report, together with a revised Customer Complaints and Feedback Policy.  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  The revised Policy would replace the current Complaints Policy, which was outdated and did not reflect the importance of using customer feedback to help shape future service delivery.  Both documents had already been considered by the Executive at their meeting on 7 October and approved as the basis for further consultation prior to consideration of a final version in December 2008.

Members’ views were invited on the draft Strategy and the consultation plan outlined in paragraph 17 of the report.

Members questioned and commented on the following points:

• Page 22 under 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, Annex 5, page 75 of ‘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 and an impersonal customer service. He also suggested that a shortened version of the Strategy would be more appropriate for consultation.

Officers confirmed that the aim of the Strategy was to identify areas of excellence and to improve on them and that this also involved taking account  of any feedback received.

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. ^1.

Decision of the Executive Member

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

REASON:      To ensure that Members views are taken into account when shaping the Corporate Customer Strategy.