To consider the adoption of the South & East Lincolnshire Councils Partnership Customer Experience Strategy and to commit to supporting the delivery of the vision, principles and approach to Customer Experience across Council services.

That the South & East Lincolnshire Councils Partnership Customer Experience Strategy be adopted and a commitment given to supporting the delivery of the vision, principles and approach to Customer Experience across Council services.

A report was presented to consider adoption of the South and East Lincolnshire Council’s Partnership Customer Experience Strategy and to commit to supporting the delivery of the vision, principles and approach to customer experience across Council Services.

During his introduction the Portfolio Holder for Community Safety, Leisure and Culture, and Carbon Reduction referred to the provision of a customer experience that was simple, effective and customer focused and ensured access to the many services that were offered. One of the key principles to achieving this vision was to understand our communities and customers, and how their changing needs informed service provision, now and into the future.The Strategy set out the outcomes sought over the next four years as:

·       An organisational culture that was customer focussed

·       A simple, effective and positive customer experience

·       Support that meets our customer’s needs

Success would be monitored through the South and East Lincolnshire Partnership Customer Experience Board which would have oversight of the strategy, associated action plan and appropriate performance indicators.

During discussion Members fully supported the recommendation.

RESOLVED

That the South & East Lincolnshire Councils Partnership Customer Experience Strategy be adopted and a commitment given to supporting the delivery of the vision, principles and approach to Customer Experience across Council services.

Reasons:

The Strategy is an overarching document, developed by the Customer Experience Board with engagement with local stakeholders. It gives a framework and objectives to use to further develop consistent approach across Council services.

It demonstrates a clear commitment to shared objectives to improving Council staff and services engagement with our ‘customers’.

Other options:

N/A