Citizen and customer contact review
The purpose of this review is to identify ways to improve the delivery and cost effectiveness of the customer experience.
We are looking at the balance between what we currently provide and what our residents can do for themselves. This covers all contact channels, including telephone, face to face, post and online.
We are moving to digital channels where possible, promoting opportunities for volunteering and enabling customers and communities to be more self reliant.
The direction of the programme was agreed by councillors in April 2017. Implementation of a range of projects is now underway in order to achieve the anticipated outcomes and savings for 2020 and beyond.