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Customer strategy

Our vision is to deliver easy to use services that are designed with input from our customers, that deliver improved value for money for the council and that encourage and enable greater independence. To encourage customers who can self-serve, to self-serve so that we can focus our reduced resources on the people who need our help the most.

This strategy applies to all parts of the council and to services that are initiated by customer contact across all customer access channels, including:

  • Website and mobile
  • Telephone
  • Face to face
  • Contact via social media

It applies to both inbound and outbound contact and covers all aspects of service delivery from the initial contact being made right through to resolution.

Download the Customer Strategy 2016-2020 [pdf]