Customer Service

You are here > Home > The Council & its People > Customer Service > Customer First

Customer First

New Plymouth District Council is committed to deliver “sensational service” to its customers.

In order to focus the organisation toward customer responsiveness the council has embarked on 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:

• Focusing on improving processes throughout the organisation to meet customer requirements.
• Capturing and effective sharing of information and knowledge.
• Accountability and responsibility for the delivery of customer service across the organisation.
• The organisation working as one focused team, not in separate areas of operation.
• The best utilisation of current and emerging technologies.
• Attitudinal and culture changes.
• Training and up-skilling in order to deliver a high level of customer service.
• Accessibility of information and services via a variety of media, e.g. online accessibility.

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”.