Agenda item

To review and comment on the draft Customer Services Strategy.   

The ADOR introduced the report and informed Members that Draft Customer Services Strategy was a revision of the previous document, as it was a primary aim of the Corporate Plan to realign its focus on the customer experience when accessing Council services. It was noted that the Strategy was still awaiting an equality impact assessment, which was being undertaken externally and expected in the coming weeks.

Questions and Discussion

       i.          The Chairman noted that the Committee had reviewed Customer Service performance and identified several concerns, then asked to what extent these learning points had been addressed within the Strategy, and whether any examples were available. The ADOR replied that the Strategy would clearly define the level of service that could be expected from each point of contact provided at the Council. He added that better statistical information would also be provided to allow comparison between the level of service provided and the level promised within the Strategy and Customer Charter. The Chairman asked whether officers were confident that customers would understand the service standards set out within the Strategy, to which the ADOR stated that the Council would endeavor to make this information as easily available and simple as possible. It was noted that the complaints policy and process would also be revised to be as clear and transparent as possible, so that customers could understand how issues would be resolved.

      ii.          Cllr C Cushing suggested that it would be helpful for key metrics to be included within the body of the Strategy rather than the appendix. He asked whether any comparison had been made with the digital access offerings of other Council’s, to which the ADOR replied that whilst authorities measured their services differently, comparisons had been made with neighbouring authorities where possible. It was noted that unlike some authorities NNDC had not removed telephone access, which some Councils had replaced entirely by digital access channels.

     iii.          Cllr L Withington noted that as a result of Covid-19, many services had been adapted to allow more digital access which had been helpful for many, and asked whether more emphasis could be placed on digital access within the Strategy. The ADOR replied that subsequent action plans would include steps to further improve digital access to services. He added that with the reduction in Covid-19 restrictions, access messages had changed to allow customers more access to face to face services, though digital access would continue to be promoted where possible.

    iv.          Cllr V Holliday commended the language used in the Strategy and asked what audience the information was intended for. The ADOR replied that officers were seeking to make guidance as easy to read and understand as possible, to ensure access for all. Cllr V Holliday asked whether web content would continue to be improved, and it was suggested that each service area would soon be given the ability to manage its own content, to improve and update information where necessary. It was reported that at present, NNDC was rated 27^th in the Country for website accessibility, which was a substantial improvement.

      v.          Cllr S Penfold asked whether services were available in different languages. The ADOR replied that the organization subscribed to the Intran service, as well as additional ‘real-time’ translation services that provided a significant range of language options.

RESOLVED

1.     To review and comment on the draft Customer Services Strategy.