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Citizen and customer contact review

The purpose of this review is to look at the current model of customer service across the council and identify ways to improve the delivery and cost effectiveness of the customer experience.

It means examining the balance between what we currently provide and what our residents can do for themselves.

It includes moving to digital channels where possible, promoting opportunities for volunteering and for customers and communities to be more self reliant.

Key milestones

The direction of the programme was agreed by elected members at the end of the analysis phase of the review.

As the review moved in to the planning phase a number of workshops were held to help design the new blueprint for the customer experience. Areas of technology were identified to support the move to self service and those customers with the greatest need were identified.

Elected members approved the recommendations made at the end of the planning phase on 3 April 2017 and implementation of the project is now underway in order to achieve the anticipated outcomes and savings for 2020 and beyond.

You can keep up to date with progress on this review on our news and consultation pages.

Contact Information

Transformation team