In order to provide sensational service we have a corporate-wide programme called Customer First. The aim is to provide customers with service that is timely, efficient, effective and convenient.
This is achieved through:
The Customer First programme is guided by the Customer Service Strategy which the council adopted in 2003. The strategy has three areas of focus-
Customers: We will deliver quality services to meet our customer needs in a sensitive, efficient and timely manner.Processes: We will focus our processes on producing the best possible outcomes for our customers.Organisation and staff: We will think, learn, communicate and work as one organisation.
We recognise that when you contact us it is important. We want to be responsive in dealing with your requests and issues.These service standards outline the level of service that you can expect when you contact us.
As we work together you can help us by:
We have developed this charter to confirm our promise to you in the service you expect from us. By working together, we will work smarter, help you achieve your goals, and deliver sensational service.
Whether you are calling to report a pothole or setting up a business, we will make communicating with us easy. We will deliver a one-Council approach when working on your requests and enquiries.
If we are not able to provide you with the outcome that you want, we will explain to you the reasons why and where possible provide you with an alternative solution.
Your confidence in us to do things right is important to us.
We will take responsibility for giving you the right information. We will let you know how long a service takes and keep our commitment made to you. If this changes, we will explain why and what will happen next.
We want you to feel comfortable dealing with us.
We will treat you with respect. We will strive to find balance between taking into account your individual circumstance and applying consistent service.