Why are we doing this?: As part of the Council's work to make our processes and policies as
effective as possible, we are looking for resident's views and opinions to
inform on our Customer Care Standards.
What do we want to know?: Whilst as a
Council we strive to deliver the highest levels of customer service standards,
we also have to recognise the
changing landscape of Local Government and the impact of significant budget
cuts on Council's such as Wrexham to deliver services in the future.
We would appreciate your views and opinions as we prepare our revised
standards.
What we found out: Traditionally
standards have been about speed, either to answer the telephone or ensure that
customers are not waiting excessively for drop-in visits to have their query
resolved.
Results from
the survey have indicated that customers believe that the service we deliver
should not prioritise speed over quality of service. Our proposed standards
reflect messages such as:-
“As long as the initial letter
response states the timescale for a full response I would have no issues in
waiting 30 days. At least I would know the response would be correct and not
rushed.”
“Customer care is not just about speed
but also about quality. I would expect all responses to be courteous whether in
person or written communication and by a member of staff that has a knowledge
and understanding of the issues and the authority to take any action that may
be required. This may require the issue to be passed on to a more senior member
of staff but I would expect to be informed if this was going to result in any delay
to a resolution.”
What difference has it made?: The new
standards reflect a growing desire to better reflect the Council’s vision to be
“an organisation that provides consistent, high quality customer services which
adds value to the customer and to the Council”.
The revised
standards have a focus on outcomes and performance as opposed to solely speed
in isolation and recognise changing customer behaviours with a greater emphasis
on digital access.
The revised
standards are proposed as realistic and considered achievable in the current
environment of budget savings. The proposed standards are seen as improving on current
good practice and increased desirability to achieve a ‘right first time’ culture
to promote a high regard and trust in the Council.
These
standards will be available for customers to view early in the new year.
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Consultation start date
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09 September 2015
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Consultation end date
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04 October 2015
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