Customer Services

Customer Service Strategy

SUMMARY

A Consultative Draft Customer Service Strategy (pdf 1MB) has been developed in line with the Scottish Government’s Customer First Strategy. The Strategy serves as a key component in the delivery of improved Customer Service within the Comhairle. It identifies the activities which will help us deliver on our commitment to providing efficient, value for money services that meet customer’s needs as well as supporting both our mission statement and corporate values.

The consultative draft Strategy contains objectives and outcomes for the period 2008-11 and it is proposed that consultation with all stakeholders will be undertaken over the summer period. It is proposed that the Corporate Strategy be presented to the Comhairle for approval on 4th September 2008.

The Customer Service Strategy aims to support the Council in its aim to provide excellent public services throughout the Outer Hebrides. The strategy supports the Comhairle objective to demonstrate improvement in our service performance. The Strategy has been developed specifically to reflect the following of the Comhairle’s corporate values:

• Our customers and communities are at the heart of all we do.
• We take pride in delivering quality and value for money and look constantly for improvement and efficiency.

Key objectives of the Customer Service Strategy are to ensure:

• A consistent, corporate approach to customer service delivery is implemented throughout the Comhairle.
• The service delivery model is focused on the customers needs and getting it right first time.
• Customers have choices in how they access Comhairle services.
• An increasing range of services are provided through a single point of contact at times convenient to the customer.
• The Comhairle provides a positive working environment for staff presenting them with the most up-to-date information that enables them to offer excellent customer service.
• The Comhairle has the ability to measure the effectiveness of service delivery.

These objectives will be supported by;

• expanding the capacity and range of services provided within a distinct Customer Service Team;
• the implementation of a CRM System.
• setting up a Customer Access Point in Stornoway;

 

THE CONSULTATION PROCESS

The Consultative Draft Customer Service Strategy (pdf 1MB) was approved by the Comhairle on the 25th June 2008. It will be distributed to Community Councils, Residents Associations, Community Planning Partners and Trade Unions.  It will also be placed on the Comhairle’s web site and Intranet and the public and staff will be encouraged to submit their views

A period of several weeks will be set for comments on the Strategy representing a deadline of 15th August 2008. This will allow time for all consultation to be considered and the proposed strategy finalised.

This timescale for responses will allow the production of a Customer Service Strategy for approval by the Comhairle on 4th September 2008.
For further information contact Malcolm MacPherson on 01851 709360 or by email at mmacpherson@cne-siar.gov.uk

Email your comments on the Customer Service Strategy to mmacpherson@cne-siar.gov.uk